At Almovi, listening to the customer has never been just a process—it’s something we take very seriously.
After a thorough analysis of the results from the satisfaction survey we conducted in 2025, we developed a set of initiatives that mark a new chapter in how we provide technical support, communicate, and deliver value.
Below, we transparently present everything that is already changing for the better.
1. Simpler, more direct, and more efficient communication
A complex communication flow, with multiple points of contact that hindered the flow of information.
To address this issue, we restructured the technical support department, reducing the number of people involved in the process and creating two main units:
- Construction Coordination
- Technical Team Coordination
Customers now communicate directly with the person overseeing their machine, eliminating information gaps and reducing response times.
2. Strict Deadlines for Submitting Quotes
Deadlines for submitting quotes were inconsistent, which could lead to errors or delays. As a result, we completely reorganized the internal process. We are now committed to delivering:
- Simple quotes within 48 hours
- Complex quotes within 5 business days
These deadlines are monitored using internal metrics and designated personnel—ensuring control and reliability.
3. New Digital System to Monitor Machine Status
One of the biggest innovations stems directly from the need to monitor the status of the job site and equipment during the repair process.
The solution is on the way:
We’ve designed an app that will launch in August 2026, which will allow for:
- Real-time monitoring of machine status
- Access via a direct, simple, and intuitive link
- Easier communication with the technician or job site coordinator
It’s total transparency, Almovi-style.
4. Simplified pricing table
Many customers have described our pricing table as complex.
Our response is simple: we’ve eliminated unnecessary fees and streamlined the table to just two main points, making the entire process clearer and more transparent.
5. Detailed technical information, with images and actual records
We know that many customers value technical details, such as repair times or photos of the identified issues.
That’s why we’ve implemented a system that allows us to:
- Send actual photos of the work
- Share clear descriptions of the problem
- Show exact times spent on each task
This way, the customer feels more connected, informed, and confident.
In addition to these concrete actions—and based on other suggestions—we have strengthened our technicians’ training program so that they always feel prepared to meet the challenges posed by the equipment we receive. In this way, we have built a specialized and motivated team to ensure that machines are repaired quickly and with complete confidence.
Almovi’s Commitment to the Community
In addition to internal improvements, we have also strengthened our social commitment.
For every response to the satisfaction survey, we donated €3 to the Algueirão/Mem Martins Fire Department, which enabled them to purchase a car radio, in recognition of the crucial role they play in community safety.
Thus, our customers’ feedback not only helps us improve our services but also directly contributes to supporting those who protect us every day.
All these actions reflect a clear commitment: innovation, transparency, and keeping our customers’ fleets always available.