SUSTAINABILITY REPORT 2021
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Customers
GRI 103-1, GRI 103-2, GRI 103-3, GRI 306-1, GRI 306-2, GRI 416-1, GRI 418-1
We are customer-oriented
Your dream is our reason to exist
Portobello is a company that constantly invests in solutions to improve
the customer experience. This is the main objective of the intense
digital transformation program currently underway. A robust foundation,
composed of structural systems, integration platform, cloud strategy
and artificial intelligence, is responsible for providing the consumer with
a fluid, light and agile interface. The technology also seeks to protect
customer data, a topic of extreme relevance within the organization,
managed by a working group created in 2019. In the year, there were no
complaints of privacy breaches.
Digital channels represent an important means of communication with
customers and bring inspirational, technical and educational content,
in addition to providing tools for project execution. All digital media
fronts add up to 32 million monthly views and 1.1 million followers.
The Archtrends Platform, created by Portobello, has become one of
the main references for professionals in the area and has more than
236,000 hits per month.
Operating on different platforms, Portobello has a variety of clients:
architects, end consumers, construction companies, multi-brand stores,
distributors and representatives.
Portobello Shop divides the customer experience into seven fronts:
Inspiration, Specification, Store, Mix, Services, Logistics and After-
sales. In each of them, there are initiatives, tools, products and services,
as well as delivery, satisfaction and relationship management, which
support this journey.
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