This is one of the Group’s strengths: in most of its locations, a specialist interior design team assists its residential customers and responds to their expectations in order to customize the layouts of their future home. In this way, it creates an interior that is beautiful, functional and efficient at the same time.


Belgium and Luxembourg: attentive teams to customize spaces

The teams dedicated to assisting buyers are tasked with supporting residential customers who purchase their apartment off the plans. The level of quality offered by Immobel allows for customization of layouts, bathrooms, kitchens and finishes. “The team gets involved upstream and throughout the construction process,” explains Valentine Van Malleghem, in charge of the department in Belgium. “We modify and optimize the plans taking into account what customers want. We address their concerns and offer suggestions in order to obtain a fully customizable product, that is as perfect as possible,” continues Virginie Brodka, Residential Project Advisory in Luxembourg. “Building can be a stressful stage for buyers with no experience of construction. Our customers therefore see us as someone they can trust.”

Immobel - Perspectives - Follow-up
Valentine Van Malleghem, Head of Residential Project Advisory in Belgium
France: a configurator to digitize the relationship with the customer

The French team has created a digital configurator for buyers in the new Montévrain and Aubervilliers projects. This innovative 3D technology is used for new properties and enables Immobel customers to access a digital pathway focused on their needs as users: a dedicated area where customers can interact with the Immobel teams, where they can access all their signed documents, contact information for their preferred sales agent and customer account manager, but also a virtual tour of the property and a photo report on their property under construction. “In addition to the 3D tour of the property, future buyers can make some of the most requested changes to the decoration: change the colours of the walls and/or floors, transform the shower into a bathtub, open up the kitchen, etc.,” explains Sandrine Thiebaut, Residential Customer Relations Director Immobel France. “After viewing the selected options, the customer then receives an electronic quote, which is saved in the online folder, along with a budget and a schedule. All he or she then has to do is approve the proposal and move on to the purchase phase and the administrative stages, in a seamless process. It’s the very first tool of its kind in the real estate sector!” Finally, the service is extended via an application that provides the customer with a space where they can keep the essential documents for their appliances (boiler, warranty period, after-sales service, etc.). For the sales teams, it is also a great tool for reporting and assessing the buyer’s experience.


Immobel - Perspectives - Follow-up

Adapting to the health situation

Immobel’s Customer Services teams have had to adapt to the COVID-19 crisis in order to ensure compliance with the rules and protective measures during site visits, as well as to manage the extension of construction and material delivery dates. Finally, these departments have been able to assist future buyers in optimizing floor plans, in order, for example, to include spaces for home offices within housing units.