For the further customer service improvement since the end of 2020 Civinity has been responding to accidents in apartment buildings in Vilnius at any time of the day, seven days a week. Until now this service during non-business hours and on weekends has been provided by an outsourced company.
“The total number of registered emergencies in Vilnius after working hours increased by 68 percent in the last three months. This shows that this service is necessary for our clients and while performing the service by ourselves we ensure a better response time and quicker elimination of accidents” – says Martynas Naujokas, Head of Senamiesčio ūkis and Ozo miestas.
Most of the accidents are registered on weekdays from 5 p.m. until 10 p.m. and on weekends from 10 a.m. until 11 p.m. With 24-hour emergency staff onboard, Civinity ensures a response to an accident within two hours.
“Along with these changes from now on we inform clients about the accident registered in their residential house in short messages. This allows us to ensure that all clients living in the apartment building is immediately aware of the accident and that we are dealing with it. The service is free of charge, clients only need to provide their mobile phone number by filling in the client’s form.”- comments Živilė Krauzienė, Head of Customer Service at Civinity. Please be remined that in 2020, after several years of cooperation with third-party suppliers, Civinity re-launch ed an in-house call center for its private clients. The decision allowed to ensure the higher quality and speed of customer support.