Haya Real Estate: Technological transformation and ongoing support

Haya Real Estate is a leading real estate company specializing in the management of real estate and financial assets. Since its founding, Haya has been at the forefront of adopting technology to improve its operations and services, enabling it to lead in a competitive market.

Initial Situation and Key Challenges

Since the start of our collaboration in 2018, we conducted a comprehensive analysis to identify Haya Real Estate’s technology needs. This analysis highlighted the need for robust and adaptive technological support ranging from system migration to daily Level 1 and 2 support, including VIP support for executives.

Haya faced multiple technological challenges, ranging from the migration of its telephony infrastructure to the integration of new business acquisitions, as well as the need for a high-quality, round-the-clock help desk service. The main challenge was to ensure a smooth and efficient transition, minimizing disruptions to its day-to-day operations and maintaining a high level of satisfaction among end users and executives.

How Serban Group Helped:

We deployed a dedicated technical team, under an outsourcing contract model, to implement a series of solutions and projects to address Haya’s specific challenges, including:

1. Telephony and Device Migration: We migrated landline telephony to mobile phones for the entire workforce in Spain, integrating mobile device management (MDM) without incidents and within the established deadlines.
   
   
2. Ongoing Support and Additional Migrations: We provide daily user support, including VIP support, and carry out additional migrations such as the renewal of the laptop fleet and the configuration of new devices.
   
   
3. Post-Acquisition Integrations: Following Haya’s acquisition of Divarian, we managed the transition from Gmail to Office, the reconfiguration of phone lines, and device setup, dedicating four resources who completed the project in six months.
   
   
4. Merger with Intrum: Following Intrum’s acquisition of Haya, we handled the migration of user emails and OneDrive data in a project that has been ongoing since February.

Results Achieved

• Operational Excellence: We have maintained a 98% monthly SLA compliance rate, reflecting our efficiency and speed in incident resolution and support.
  
  
• Close Client Relationship: Our technicians, who work under a hybrid model of both remote and on-site support, are treated as part of the Haya team, which has strengthened the relationship and been key to our continued success.

This integrated approach and our ability to adapt and respond to Haya Real Estate’s constantly evolving needs have been fundamental to maintaining a successful, long-term partnership.