Prototipo de solución digital para la optimización del proceso de atención al usuario en propiedad horizontal: estudio aplicado a APV administramos tu proyecto de vida
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Date
2025-06-18
Authors
Editors
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Journal ISSN
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Publisher
Corporacion Universitaria Minuto de Dios- UNIMINUTO
Type
Sistematización de Experiencias
Rights
Acceso Abierto - http://purl.org/coar/access_right/c_abf2
Attribution-NonCommercial-NoDerivatives 4.0 International (CC BY-NC-ND 4.0)
Attribution-NonCommercial-NoDerivatives 4.0 International (CC BY-NC-ND 4.0)
Abstract
Este proyecto de emprendimiento propone un modelo de gestión para empresas administradoras de propiedad horizontal, centrado en APV Administramos Tu Proyecto de Vida, ubicada en Girardot, Cundinamarca, con el objetivo de optimizar procesos administrativos mediante un prototipo tecnológico que integra automatizaciones y herramientas digitales accesibles, como WhatsApp Business e inteligencia artificial básica, sin requerir el desarrollo de aplicaciones propias (Moreno & López, 2020). La iniciativa surge al identificar problemas críticos en el sector, como procesos manuales desorganizados, demoras en respuestas a residentes y falta de transparencia en la gestión de fondos comunes, que generan conflictos en conjuntos residenciales de la región (Asociación Colombiana de Propiedad Horizontal, 2021).
Para resolverlo, se diseña un sistema que utiliza WhatsApp como canal principal de comunicación, automatizando la clasificación de solicitudes según reglamentos internos y garantizando cumplimiento normativo (Ley 675 de 2001; Congreso de Colombia, 2001), lo que reduce la carga operativa y elimina la necesidad de intervención humana en tareas repetitivas. La viabilidad se valida mediante un piloto en copropiedades de Girardot, donde se midió una reducción del 50% en tiempos de gestión, un 30% menos de reclamos y un aumento en la percepción de transparencia, posicionando a APV como una empresa innovadora frente a competidores tradicionales. Los resultados evidencian que la combinación de tecnología
accesible, protocolos estandarizados y capacitación en normativa transforma la administración de propiedad horizontal, mejorando la satisfacción de residentes y administradores (Moreno & López, 2020). Finalmente, se recomienda escalar el modelo en otras copropiedades, adaptando los flujos a reglamentos específicos y promoviendo su diferenciación competitiva mediante estrategias de marketing que resalten su enfoque tecnológico, accesibilidad y apego legal, consolidando a APV como referente en eficiencia administrativa para el sector en Girardot y municipios aledaños.
This entrepreneurial project proposes a management model for property management companies, focusing on APV Administramos Tu Proyecto de Vida, located in Girardot, Cundinamarca. The aim is to optimize administrative processes through a technological prototype that integrates automation and accessible digital tools, such as WhatsApp Business and basic artificial intelligence, without requiring the development of proprietary applications (Moreno & López, 2020). The initiative arises from the identification of critical issues in the sector, such as disorganized manual processes, delays in responses to residents, and lack of transparency in the management of common funds, which generate conflicts in residential complexes in the region (Asociación Colombiana de Propiedad Horizontal, 2021). To address these issues, a system is designed that uses WhatsApp as the main communication channel, automating the classification of requests according to internal regulations and ensuring compliance with legal standards (Law 675 of 2001; Congress of Colombia, 2001), thereby reducing the operational workload and eliminating the need for human intervention in repetitive tasks. Feasibility is validated through a pilot test in residential complexes in Girardot, where a 50% reduction in management times, a 30% decrease in complaints, and an increase in perceived transparency were recorded, positioning APV as an innovative company compared to traditional competitors. The results show that the combination of accessible technology, standardized protocols, and training in regulations transforms property management, improving satisfaction for both residents and administrators (Moreno & López, 2020). Finally, scaling the model to other residential complexes is recommended by adapting workflows to pecific regulations and promoting its competitive differentiation through marketing strategies that highlight its technological approach, accessibility, and legal compliance, consolidating APV as a benchmark in administrative efficiency for the sector in Girardot and neighboring municipalities.
This entrepreneurial project proposes a management model for property management companies, focusing on APV Administramos Tu Proyecto de Vida, located in Girardot, Cundinamarca. The aim is to optimize administrative processes through a technological prototype that integrates automation and accessible digital tools, such as WhatsApp Business and basic artificial intelligence, without requiring the development of proprietary applications (Moreno & López, 2020). The initiative arises from the identification of critical issues in the sector, such as disorganized manual processes, delays in responses to residents, and lack of transparency in the management of common funds, which generate conflicts in residential complexes in the region (Asociación Colombiana de Propiedad Horizontal, 2021). To address these issues, a system is designed that uses WhatsApp as the main communication channel, automating the classification of requests according to internal regulations and ensuring compliance with legal standards (Law 675 of 2001; Congress of Colombia, 2001), thereby reducing the operational workload and eliminating the need for human intervention in repetitive tasks. Feasibility is validated through a pilot test in residential complexes in Girardot, where a 50% reduction in management times, a 30% decrease in complaints, and an increase in perceived transparency were recorded, positioning APV as an innovative company compared to traditional competitors. The results show that the combination of accessible technology, standardized protocols, and training in regulations transforms property management, improving satisfaction for both residents and administrators (Moreno & López, 2020). Finally, scaling the model to other residential complexes is recommended by adapting workflows to pecific regulations and promoting its competitive differentiation through marketing strategies that highlight its technological approach, accessibility, and legal compliance, consolidating APV as a benchmark in administrative efficiency for the sector in Girardot and neighboring municipalities.
Description
Diseñar un prototipo de solución digital que permita optimizar el proceso de atención al usuario en el contexto de la propiedad horizontal, mediante la automatización de la gestión de quejas y solicitudes en la empresa APV Administramos Tu Proyecto de Vida, ubicada en Girardot, Cundinamarca, con el fin de mejorar la eficiencia operativa, la trazabilidad de los casos y la satisfacción de los residentes.
Keywords
entrepreneurial project, technological prototype, property management, process automation, WhatsApp Business, artificial intelligence., proyecto de emprendimiento, prototipo tecnológico, administración de propiedad horizontal, automatización de procesos, WhatsApp Business, inteligencia artificial.