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1 Dezember 2025

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Finanzen & Versicherungen | Customer Experience, Verkäufe, Verkaufsumwandlung

Boosting customer satisfaction and sales for UCI

Unión de Créditos Inmobiliarios (UCI) partnered with Konecta to manage complex after-sales and loan inquiries. Their joint mission was to boost efficiency, improve customer satisfaction, and strengthen UCI’s market position.

About the client in short

Unión de Créditos Inmobiliarios (UCI) is a specialist in sustainable financing that promotes the responsible purchase of housing and the rehabilitation of the Spanish housing stock. Its personalized loans and mortgages put people and their life projects at the center. In addition, its solutions promote the renovation and energy improvement of the Spanish housing stock under a criterion of sustainability, energy efficiency and respect for the environment.

Key figures

190,000

customers supported

10%

increase in conversion rate of valid leads

95%

customer satisfaction

UCI faced the challenge of managing complex after-sales, property administration, and loan-related inquiries. Their goal was to enhance customer satisfaction, optimize internal processes, and strengthen their market position. Effective communication was crucial for building customer trust and loyalty.

To address these needs, UCI partnered with Konecta to manage various functions: 

  • A multi-channel contact center covering six call reception channels: after-sales, commercial support, central agency, property administration, and consumer Catalonia. Konecta’s team quickly integrated UCI's procedures, ensuring consistent and effective service at every touchpoint.
  • Konecta provided administrative support to optimize resources and accelerate administrative processes.
  • A team of specialized agents was deployed to the mortgage sales channel to pre-evaluate clients and help them toward the best solutions.

The partnership with Konecta has led to significant improvements in several key areas: 

  • Monthly surveys showed high satisfaction rates, with clients appreciating the team’s friendliness, clarity, and speed.
  • UCI saw a notable improvement in case resolution efficiency and faster response times.
  • Within the first four months, the collaboration in the mortgage sales channel led to an almost 10% improvement in the conversion rate of valid leads.

« The Konecta team quickly integrated our procedures, allowing us to offer a consistent and effective service at every touchpoint. We’ve seen a significant improvement in case resolution efficiency, faster response times, and greater customer satisfaction during their first interactions. »

Noelia Suárez Voltas, Director of After-Sales and Property Management, UCI

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