Conceived as a shopping center meant to provide unforgettable experiences to its visitors, Mall Plaza Vespucio opened its doors on August 24th, 1990. It was the first of the chain’s 20 malls, a chain that has expanded to Chile, Peru and Colombia over its 27-year history. In total, more than 1,568,000 m2 of leasable space breathe life into multiple different spaces that are constantly changing and transforming to make each Mall Plaza a remarkable experience, imbued with purpose and entertainment for the 268 million visitors the malls greet every year.
After the successful implementation of Microsoft Dynamics 365 Customer Service and Portals, both in Chile and Peru, Mall Plaza needed a tool to provide support in the control process of their mall construction and remodeling projects. They were working with Project, but the tool could no longer meet all of the company’s requirements. Mall Plaza informed us of the situation, leading AlfaPeople to suggest the PSA (Project Service Automation) tool, which is also part of the Dynamics 365 for Customer Engagement module.
The Mall Plaza implementation consisted of 2 stages, first Customer Service / Portals and then PSA. This consolidated us as their technology partner; not only do we provide support for their customer management processes, we are also in charge of their cloud licensing.
During the first stage, the needs that had to be addressed were management-related, in other words, what to do and how to offer concrete solutions to users with doubts or who need to take action regarding a specific issue. All of this had to be achieved in a centralized manner, displaying response times, participating areas and, above all, maintaining accurate traceability of each move made in a requirement or incident, but not through emails, instead using a friendlier, more robust tool with a high level of satisfaction among users.
In addition, processes had to be consolidated at a regional level and technology had to be homogenized. For Mall Plaza, it was also important to collect customer complaints in a centralized platform in order to take action to improve customer experiences within the company’s malls. Subsequently, parking was also included in this stage, enabling the company to have statistics regarding damages, accidents or theft taken place within the malls’ different lots.
Once Customer Service was implemented and the team had familiarized itself with Portals, the PSA (Project Service Automation) project began, making it the first implementation of its kind in Chile and AlfaPeople’s first in Latin America. With PSA, Mall Plaza needed to control the construction and remodeling of 10 malls, approximately every six months at a regional level. In addition, they also required getting feedback from all suppliers in a centralized, safe manner.
Mall Plaza showed flaws when it came to managing projects under construction, not allowing company executives to have a clear, aligned view of the progress of these projects. This leads to unclear dates for stores (or malls) to be open to the public.