Subscription self service portal for Tu Casa en Cuotas

Tu Casa en Cuotas sells units through payment plans running for years. Over that time the customer asks the same things many times: what do I owe, how do I pay it, where is my receipt, how is the building going.

In a product paid over years, each of those questions repeats dozens of times per customer, so solving them in self service does not improve support: it changes the economics of support.

• Saturated call center: the team answered questions customers could solve alone if they had somewhere to do it.
• Documents on request: contracts, addenda and receipts were delivered one at a time, by hand.
• Duplicated data: any portal not connected to the plan system would work on an outdated copy.

The cost is not the single call but the volume: multiplied by years and by customer, it defines how many people the business needs.

We built the portal where customers manage their own subscription, connected to the systems already governing the business so it works on the same information rather than a copy.

It was delivered in stages, starting with design and user experience.

Access, identity and documents

• Registration and login, with last access display, password change and recovery by email and SMS.
• Download of the contract offer and the allocation addendum, and upload of the ID document.

Managing the subscription

• List of subscriptions and units, connected to the allocation module.
• Payment of outstanding commitments by subscription and by unit, and the option to pay ahead.
• Active promotions, payment history with receipt download, and a form to report a payment made outside the circuit.
• Subscription process to acquire a new unit from the portal itself.

Notices and cancellations

• Inbox for business notices and a construction progress feed fed from the site's content manager.
• Non payment cancellation with automatic notices at fifteen and twenty five days overdue.
• A ten day window to reactivate, and final cancellation that removes the subscription from the portal while keeping the commercial record.

Architecture and technology

• Web portal integrated with the plan and allocation system and with the commercial activity system.
• Construction progress content fed from the site's content manager.

Learn more about software development.

What used to be a phone call became a screen, running on the same data the business uses.

Starting point

• Balance, payment and document queries handled by the call center.
• Contracts, addenda and receipts delivered one at a time on request.
• Construction progress with no channel of its own to the customer.

Strategic impact

• Customers solve the repetitive part, and the call center is left for what genuinely needs a person.
• Paying ahead no longer requires a request, which favors both the customer and the cash flow.
• The delinquency circuit notifies, offers a reactivation window and only then cancels.
• The portal runs against the source of truth, not a copy.