Builders: Automated Construction Software Helps Gain Efficiencies

Good News: Homebuilder Order Growth Continues to Accelerate

Have the details at your fingertips!

One of our most recent blogs Homebuilder Construction Rates Accelerating; Let's Talk Efficiency  was developed as a result of two recent Zelman & Associates comments,

"Builder order growth has continued to accelerate; excess speculative inventory has been absorbed and housing starts are picking up to satisfy demand."

"Increasing construction activity always presents the risk of cost inflation and labor tightness."  

Are Your Operations Optimized to Meet the Challenges?

There's nothing quite like throwing ice water on good news, is there?  How are builders addressing cost inflation and labor tightness? Possible to make adjustments and see results relatively quickly?

We'd like to suggest the answer is: YES!

Let's take a look at one of CPS' builder clients currently using our automated construction scheduling software,  FieldCollaborate. When asked how they previously managed their construction process, the CEO replied:

"Email and phone. We were really disjointed. There were disputes among FieldManagers about trades because they didn't know who was working on what, when."

Costs and Labor Can Be Better Managed! 

Sound familiar?  What has changed with the implementation of a scheduling system?

"Because you can plan out jobs far in advance (we schedule out 6 months), builders and vendors can forecast materials, allocate labor toward our jobs, etc. The purchasing team can negotiate better prices with vendors as they're able to pinpoint quantities and timing."

Using a Portal to Helps Get Everyone on the Same Page!

We've also talked about the value of SST (self-service technology; take a look at uses throughout a builder's organization in this Blog). FieldCollaborate offers SST with its Vendor Portal. Vendors, using authorized credentials, are able to view their schedules (as well as drawings, photos, notes and the like) up to 6 months in advance.  Builder staff access the same Portal. Everyone's looking at the same schedule, same calendar, same workload.

Critical is the short-term view regarding efficiency:

"The Portal eliminated a lot of phone calls, texts, etc. That extra time allows us to continue to move homes."

Want to find out more about the efficiency and profitability advantages provided by automated scheduling software? Contact us; we can provide a full-featured FieldCollaborate demo!

Homebuilder Customer Service: A Critical Link

Homebuilder Customer Service is a Hot Topic

We've been talking about homebuilder customer service frequently this year; you can see earlier Solution Blogs here (Putting Metrics on Your Dashboard) and here (Add Focus to Actionable Customer Service).

Is Customer Service a Priority?

Value-Unique Motivates Referrals

Today's homebuyer and homeowner expect to receive a quality customer service experience. What will set your team apart is a value-unique experience. That's service that will generate posts, Tweets, and, most importantly, referrals. How to get value-unique?

Are You Prioritizing the "Most Important Department"?

There's a new Hanley Wood Construction Wire article asking, "What's the Most Important Department in Home Building?" and customer service emerges as a top contender! Author Jim Haffner points out that the "last person who interacts with customers leaves a lasting impression."

That doesn't mean that sales or construction (or estimating or accounting, for that matter!) aren't important. What it does seem to highlight is that customer service needs to be considered a critical component of the entire building process -- and that, sometimes, it is regarded as an afterthought.

Metrics: Effective Measurement Tools!

The last contact point can offer the most memorable experience -- frequently because your homeowner expected everything to already be in tip/top shape. No one likes to have to reach out for repair but... it does happen.

Go Quick, Consistent and Memorable

Why not make it as easy and straightforward as shopping on Amazon? CPS WarrantyWatcher provides a 24/7 Homeowner Portal so owners can quickly and easily submit a request directly to the customer service department -- complete with photos! And, they're able to use the same Portal for status updates and request history.

Go the extra step and ask your customer service rep or vendor to include a photo so they're able to check things out on their phone on the way home... isn't that value unique?

Key customer service terms: quick, consistent and measurable. You're able to take care of quick with the 24/7 portal! WarrantyWatcher also provides the metrics that allow for measurable! Do you know your longest outstanding Work Order? How about the most frequent warranty issue? How easily could you locate homes with a recalled microwave? Usable data is your friend in these cases!

Finally, there's the value in consistency as it will pay off in referrals. Your homeowners need communication -- not necessarily conversation! Keep them informed and they will be comfortable with your process -- even if that replacement part is taking time to arrive.

Technology Provides Desired SST

Technology facilitates your ability to deliver on your homeowner's expectations and there's really no other way to meet their need for SST (self-service technology). A recent Radial article summarizes:

Self-service channels consistently outperform other channels in terms of consumer satisfaction. Your homeowners love self-service because it reduces friction and provides immediate and consistent answers.

Builders: Smaller in size? Add Focus to Actionable Customer Service

Smaller Means You Can Be More Nimble

Recently, there's a great Frank Anton article in Builderonline: Three Ways Small Home Builders Can Be Big Winners --  it's worth reviewing; you can read it here.

Anton notes he's "big" on stats & trends -- and in the 45 years he's been around the the housing business, he's usually been on the right side of predictions.  One he missed: how large the "majors" would become.

But, he says, smaller builders and those in smaller markets are in a great position. They're not occupying the same "space" as the NYSE builders.

Smaller Allows You to Focus on Personalized Customer Service

Anton suggests smaller builders have an opportunity but.. they need to focus on key metrics and one of the most critical is customer service. And, to be honest, it is one of the most controllable!

He goes a step further and suggests thinking of the process as concierge service!

SST is a Preference for Many

SST (that's Self Service Technology) provides smaller builders with a manageable way to connect with home shoppers and buyers -- and the price tag is reasonable!

Self-service hasn't always had the best of reputations. However,  attitudes, preferences and expectations change quickly. One reason is changing demographics; another is technology.

Self-service is one of those quickly evolving expectations.  Today, self-service is not only a solution but a preference for many -- regardless of age. 

Use SST as Your Concierge

What? How can SST (that's self service, isn't it??) provide concierge-level service to home shoppers and buyers? 

Your customers want fast and concise information. Communication doesn't have to mean conversation! They're also interested in information that's tailored to their specific situation: that's personalization! It adds up to a level of customer service that's actionable and personable.

Take advantage of technology to facilitate delivery of the types of information that will make your customers feel your attention!

SST Delivers Information Quickly, Concisely and When Requested

What sorts of personalized information can technology provide in this concierge service idea? Here are a couple to consider:

• Online, real-time sitemaps - Let your home shoppers know the details as to what's available; over 90% are going online so why not provide key info from the get go?
• Construction status updates - How about using your construction software's Portal to deliver weekly "stage of construction" photos?
• Stage of the sale updates - Use your CRM system to deliver automated emails letting your buyers know where they are in your 10-point buying cycle
• Focused Warranty reminders - Setup a schedule using your warranty software for automated email reminders: Fall gutter cleaning, Holiday light tips, Spring lawn advice, Summer air conditioning advice are just a few examples. You might be sending them to multiple individuals but they're offering specific, actionable information that your homebuyers can put to use.

Remember: Referrals are the Most Cost-Effective Source of Traffic

Happy home shoppers and buyers will have you "top of mind" when talking about their home shopping experience!

Interested in finding out more about technology options facilitating this type of concierge service? CPS can help you; contact us to schedule a one-on-one demo and what your customer satisfaction and  referral rate grow!

Builders: Tips for Migrating Buyers/Owners to Your Self-Service Options

Self-service is a Preference for Many

We've been blogging recently about the paradigm shift in the self-service concept.  Frankly, it wasn't that long ago that self-service wasn't popular -- for either businesses or customers.

However,  attitudes, preferences and expectations change quickly. One reason is changing demographics; another is technology.

Self-service is one of those quickly evolving expectations.  Today, self-service is not only a solution but a preference for many -- regardless of age. Take a look at the 55+ community in the photo!

It's About Customer Experience and More!

Good self-service platforms can both improve the customer experience and save businesses money.

And, effective organizations are pushing forward with new customer paradigms as they recognize the need to engage customers amidst the current digital clutter is a way to enhance their brand.  

Get Proactive About Offering Self-Service 

It goes without saying that it doesn't much sense to just drop a self-service function into an organization.  The result would probably be similar to that of Coke Classic back in the day!

There are a few ideas that will make self-service work more effectively for your customer and your organization:

1. Make Self-Service Visible (and Visual, when possible): Sales offices have been challenged to enhance the home shopper experience.  Jonathan Wilhelm suggested, in a recent Builder article, that interactive kiosks provide an enhanced buying experience. Not everyone considers them to be self-service; yet, they're a tool to engage your home shoppers and provide all sorts of sales/marketing capabilities. CPS SalesTouch starts with interactive floorplans and goes from there with drag and drop furniture, local area maps, etc. Design is critical to engagement -- as well as functionality.
2. Offer Features that Will Maximize Use -- and Solve Problems: Self-service platforms are like any other product -- the more they satisfy a customer's needs, the more they'll be utilized.  Take a look at CPS WarrantyWatcher, as an example.  Not only do homeowners have 24/7 access via a builder-branded Portal to submit requests, they're able to see request status and history. No more calling, voicemail messages, emailing!
3. Get Employees On Board: Increasing employee buy-in involves showing how your new self-service platforms provide more streamlined processes -- for everyone.  Sure, a phone call might resolve a specific issue for one homeowner but.. help your team focus on how the new self-service platform adds customer value (such as allowing homeowners to submit photos illustrating their warranty issue) as well as business value (employees are better able to focus on "high touch" situations).

Use CPS' Self-Service Tool for More Info!

We try to practice what we write: reach out through our Portal to schedule a discussion or demo here!

Home Builders: Delivering the Warranty Service Your Buyers Expect!

Home Buyers Want Convenient & Quick Warranty Service

Today, in the age of Amazon and 2-hour shipping, consumers have sky-high expectations regarding customer service.  And, that's regardless of industry says a recent Radial article.  Customer service is now a key differentiator at time of purchase as well as for after-sale referrals. 

Home Buyers Look For Personalized Customer Service

Home buyers aren't any different than other consumers when thinking about their post-closing warranty service.  Gone are the days of handwritten forms, snail mail and slow turnaround.

Your buyers want convenience and quick problem resolution -- in addition to an environment that is proactive with personalized service.

Self-Service Functionality Is Today's Customer Service Hit!

Self-service is reported as one of the hottest trends in customer care. Consumers love the idea of being able to quickly and easily meet their objectives -- from submitting a warranty request to checking status to being able to review the history of a service item.

Technology Enables Builders To Meet Buyer Expectations

Technology innovations and advancements enable builders to meet these home buyer expectations.  Take a  look at CPS' WarrantyWatcher software -- particularly the Portal -- as an example.  Watch the video here: https://vimeo.com/296088297.

Homeowners are able to access the Portal via the builder's website -- 24/7, anywhere/anytime, to submit requests.  No more waiting until Monday morning or someone is off the phone or ….! And, homeowners are able to check request status at any time -- no more calling for info, back and forth voicemail, or missed calls.

The same self-service Portal is available for subcontractors.  Although formal work orders can still be sent via email, it's always possible to log-in to the Portal, download work orders, check associated drawings/photos and confirm availability. 

Self-service channels consistently outperform other channels in terms of consumer satisfaction. Your homeowners love self-service because it reduces friction and provides immediate and consistent answers.

Put Omnichannel in Place!

A builder website-based Portal provides for a personalized, omnichannel experience. That is, the Portal can fit into your business operations seamlessly.  Make it available from your website main page, skin it with your logo and colors, personalize it with team member photos.  It's all about winning and sustaining loyalty!

When Service Exceeds Expectations, Referrals Jump!

Remember: the #1 reason for homeowner referrals is keeping buyers informed during construction and post-closing!

Builders: Put Tech-based Self Service to Work for You!

Transitioning to Self-Service Takes Getting Used to But.. Benefits Emerge

Great article discussing the transition to a self-service model in Kiosk Marketplace. It's fairly common for organizations to be reluctant to change and adopting self-service is no different. Not everyone knows what's expected and there may be a few lumps in the road but..once the first step is taken, benefits start to emerge and self-service quickly becomes the new norm. 

WarrantyWatcher: Self-service at your fingertips!

Where are Self-Service Opportunities for Builders?

A recent Radial article notes self-service is one of the hottest trends in customer service.

Isn't homebuilding one industry known for the value of the one-on-one interaction? There's still a place for that type of interaction -- most particularly in the sales process. But.. there's a significant opportunity to transition to more of a self-service model in a builder's warranty/customer service organization.

And, that's because recent innovations in technology provide web-based, 24/7 access for homeowners, vendors and builders to data -- anywhere/anytime!

Consumers Want Interaction, Now!

An earlier Solutions Blog noted consumers love the idea of being able to quickly and easily meet their objectives from submitting a warranty request to checking status to being able to review their warranty history.

CPS' WarrantyWatcher software, with 24/7 web-based access for homeowners and vendors, offers an anywhere/anytime process to submit homeowner requests (including photos!), review open items, track status, close work orders and analyze trends.

And, it's efficient; no double entry, calling back and forth, voicemail or misplaced emails. Everything is in one, easily accessible, location.

Consumer Satisfaction Rates Self-Service Channels #1

Self-service channels consistently outperform other channels in terms of customer satisfaction. Thnk about it for a minute: does anyone snail mail or fax over a list of issues any longer? How recently have you called-in a service issue? Consumers love self-service because it reduces friction and provides answers immediately and consistently.

Self-service doesn't have to be (and, shouldn't be) some generic, one-size fits all process.

WarrantyWatcher's 24/7 Portal provides a personalized, omnichannel experience. In other words, the Portal fits into your business operations, seamlessly. Make it available from your website, skin it with your logo and colors, include photos of your team members. It's all about providing an appealing, easy-to-use solution that fits your homeowners needs!

Builders: Collaborate to Increase Your Referral Rate

Have you been asked to increase your buyer referral rate -- and not quite sure where to start?

Keeping Buyers Informed is Key

Any chance you saw our Solutions Blog: Homebuilder #1 Referral Driver: Keeping Buyers Informed? You can read it here.

FieldCollaborate Is All About  Communication!

Not surprisingly, that Blog is one of our most frequently read as it kicks-off with Eliant CEO Bob Mirman's Builder and Developer article comments:  the single largest referral driver for homebuilders is how well the builder keeps buyers informed regarding the status of construction. 

Information Mitigates Stress

Mirman asks us to think of the homebuying process as similar to a hospital stay.  Both are stressful -- yet, the stress can be mitigated by information.  No one, in other words, feels comfortable in the dark.

The same applies to good experiences, suggests Mirman in June 2017 Builder and Developer. He notes the #1 driver of buyers' Willingess to Refer a Friend is the ability to keep them informed of their status.

Collaborating to Enhance Your Communication Process 

Importantly, Mirman notes, you don't need conversation -- just communication.

Buyer communication -- in an organized and consistent manner -- may be easier said than accomplished -- and that's where corporate collaboration can assist. Did you attend the Housing Leadership Summit in May 2018? A great session suggested collaboration is more than "working together"  as it involves a commitment to structural change involving both cultural and behavioral elements.

Information is Communication

We'd like to suggest adding software to provide the tools to enhance your current communication process. CPS' software Portals take information developed by Field Collaborate's construction users and WarrantyWatcher's customer service teams and make it available to buyers and home owners via the Internet.

No additional work required: the construction schedule is available for buyers to view. Warranty requests, status and appointments can be seen via mobile or desktop. In both cases, 24/7, anywhere/anytime!

Want to take things up a notch, become more user friendly? Go the extra step and take stage-of-construction photos and attach them to construction milestones. Add post-repair photos so your homeowner knows how things look before getting home after work.  After all, your buyers have Portal access 24/7 so they're up-to-speed as the work is completed!

Referrals Can Be Your Least Expensive Traffic Source

Referrals can be your least expensive source of traffic -- and the most rewarding.  Communication is a win-win as your team communicates results within the organization -- and they're easily viewable by your most important audience, your buyers.

What's In Your Tool Belt to Help Build-in Quality?

Interesting MultiFamily Executive article highlighting the growing demand for new housing and resultant labor constraint issues. The demand for labor has emerged as an issue for both single- and multi-family builders, nationwide.

FieldCollaborate
Quality Inspection Checklist

Do you know the last time builders reported such widespread labor shortages was just before 2001?

The demand for labor has forced the use of "B" and "C" quality trades, which will result in more issues and increases the demand for more oversight. Without a well-qualified and experienced labor force, builders are facing increasing quality issues. Field Managers were already being asked to produce more; how best to produce more with better quality?

Technology should be top-of-mind as a way to consistently survey, assess and respond to quality issues. And, mobile technology allows Field Managers to work directly from the job site -- yet remain in contact with vendors and the corporate office.

Quality issues can be observed and reported for followup as punch items and builders are able to create Quality Inspection templates aimed at catching issues as early and consistently as possible.

One big gain with mobile in the quality world is real-time reporting. Take a look at CPS' FieldCollaborate. Field Managers are able to record a quality issue, automatically email the vendor, post the issue to the Portal (including pictures) for vendor review and then close the ticket when resolved. All from their truck or construction trailer.

And, there's also the ability to analyze data over time -- in real time. Are today's problems consistent with issues last week or last month? Is this vendor consistently late or slow to complete tasks? All of that information is available on the mobile device while dealing with today's quality issue.

FieldCollaborate also provides scheduling, punch and safety tools -- as well as a homebuyer information Portal to keep builders in 24/7 communication with their clients.

#1 Customer Care Trend: Self Service

Today, it seems that it doesn't matter the industry when looking at customer service. As a recent Radial article notes, in the age of Amazon, consumers have sky-high expectations.

WarrantyWatcher: mobile self-service!

Homebuyers aren't any different when thinking about their post-closing warranty service.  Consumers want convenience and quick issue resolution -- in addition to an environment that is proactive with personalized service.

Self-service is reported as one of the hottest trends in customer care. Consumers love the idea of being able to quickly and easily meet their objectives from submitting a warranty request to checking status to being able to review their warranty history.

Innovations and advancements in technology enable builders to meet these expectations. Take a look at CPS' WarrantyWatcher software  -- particularly the Portal -- as an example. Homeowners are able to log-in, 24/7, to submit requests. No more waiting until Monday morning! And, they're able to check status at any time - no more calling, voicemail or missed calls.

Self-service channels consistently outperform other channels in terms of consumer satisfaction.  Think about it, for a minute: does anyone snail mail or fax over a list of issues any longer?  How about calling?  Consumers love self-service because it reduces friction and provides answers immediately and consistently.

And, the Portal provides for a personalized, omnichannel experience, as well.  In other words, the Portal can fit into your business operations, seamlessly. Make it available from your website, skin it with your logo and colors, include photos of your team members.  It's all about winning and sustaining loyalty.

Remember: the #1 referral reason for homeowner referrals is keeping buyers informed during construction and post-closing.

Marketing Doesn't End with the Purchase!

Super interesting Forbes article recently by Alan Murray: Four Forces Revolutionizing Marketing.

Murray summarizes discussions encountered at a recent Fortune Brainstorm Tech conference noting marketing executives face a world that is radically different from it was just a decade ago.

CPS WarrantyWatcher: Facilitating the process!

On one hand: don't we all face a world radically different from 10 years ago?

On the other, Steve Lucas with Marketo offers today's marketing dilemna: the number one challenge facing marketing today is complexity. There are pop-up events, campaigns designed to last a week, increased content access via mobile phones & tablets and, as JB Osborne, Red Antler CEO notes, trends are condensed over a period of a couple of weeks or a month.

What really stands out in Murray's article however, was the consensus that marketing doesn't end with a purchase. In today's social media-driven world, the marketing process doesn't stop with today's encounter or the purchase -- there's a need to generate ongoing enthusiasm for the brand, project or community.

Isn't that what we've been talking about regarding functionality provided by CPS' CRM and WarrantyWatcher software? Today's homebuyer becomes tomorrow's homeowner -- and their brand influence can be considerable given social media reach from the moment they walk into the sales office. Providing a Portal to get in touch, keep in touch and communicate quickly can be as important to homeowner perceptions as resolving an issue.

After all, it has been reported that the staying in touch and keeping buyers/owners informed drives referrals (and isn't that a marketing objective?) far more than any other source!

Builders: Mobile, Proactive Customer Service & Referrals

Today, we're building on thoughts developed in a Solutions Blog How to Improve Your "Refer a Friend" Rate (read it here) and by Eliant's Bob Mirman regarding the referral impact associated with keeping customers informed.

Both articles focus on the value of what we call "proactive customer service" -- that is, not waiting for an event to offer specific, customer-focused attention.  

Mobile Enables Proactive Customer Service moments!

A recent Innovative Retail Technologies article sparked a new thought: the value of mobile relative to proactive. 

Have you heard of the "First Dibs Opportunity" study suggesting 46% of mobile usage sessions start with no real aim? Author Christine Kern also mentions 70% of respondents use their mobile devices to "kill time." 

The study concludes "if smart phones were smart, they'd do a better job of giving us something useful!"

On the other hand, software can help builders turn mobile time into proactive customer service moments! Your homebuyers can grab a minute or two, while waiting in line at the store, to check out stage of construction photos. And, can't you see your buyer getting excited to see a completed roof and turning to the next shopper and saying, "Check this out! My new home's roof was just finished!"

That's a refer a friend moment! Or, how about the impact of a homeowner browsing their service requests while getting a hair cut and seeing a completed service request complete with photo?  Wouldn't that be a "Wow! My builder is letting me know the bathroom repair is complete!" moment?

CPS' FieldCollaborate and WarrantyWatcher Portals can help you easily create these proactive customer service events --  and help your referral rate jump! We're happy to show you how!

Homebuilder #1 Referral Driver: Keeping Buyers Informed

Eliant, the home building industry's largest firm specializing in managing the consumer experience, notes in a recent Builder & Developer article that the single largest referral driver is how well the builder keeps buyers informed regarding the status of construction!

Keeping Your Buyers & Homeowners Informed 24/7

That statistic is part of a very interesting article by Bob Mirman, Eliant's founder/CEO, as he points out similarities between hospitals and home builders.

Hospitals & home builders, you might ask? Drill down a bit: patients and home buyers are anxious, worried, confused and scared as they're involved in an unfamiliar environment. Not for the same reason but.. still concerned. Mirman suggests empathy goes a long way towards making everyone feel comfortable.

Mirman's second point is the value of contact when delays are encountered -- or anticipated.  He suggests asking: do your employees proactively reach out -- and how?

The third and most critical point is the impact of status updates -- and isn't that the case with most consumer-facing businesses? Mirman noticed and appreciated the daily calls from the assigned staff internist.  He knew he'd get the latest information and didn't need to worry about voicemail, missed calls or miscommunication through a 3rd party.

Think about your operations: how do you keep buyers up-to-date? 

We'd like to suggest taking a look at CPS' FieldCollaborate with its Portal.  Your buyers have access, 24/7, in real-time, to stage-of-construction photos and schedules.  It's their "piece of the pie" automatically generated from use of FieldCollaborate's construction scheduling application.  Tie it to your website and other than taking photos, no extra work is needed on your part.  Status updates are automatic, always visible and right there, 24/7 -- on their desktop, laptop, phone or tablet! 

Referrals can be a key sales driver; we've just learned that status updates are the #1 key referral driver!

Builders: Mobile Power for Your Warranty Vendors & Homeowners

A recent Retail Customer Experience article by Tom Goodmanson suggests successful brands are always evaluating plans for creating improved customer experiences and building customer loyalty. Today, many find home building to be more brand-focused and retail-oriented than ever.

Offer Mobile To Your Homeowners!

What better time to evaluate and solidify customer strategies than early 2017? Goodmanson makes several 2017 predictions including: mobile customer service will close the gap between consumer expectations and reality.

Combine those thoughts regarding customer service (Go Mobile!!) with the anticipated tsunami of entry level buyers, highly driven by millennials who are already mobile-oriented, and it suggests that adding mobile to the new home experience makes sense for 2017.

And, the experience doesn't stop in the sales center!

Today's home buyer has high expectations regarding their home and the post-sale warranty process in terms of timeliness, quality and reliability.  Make sure your warranty/customer service organization is capable of responding to those requirements -- as well as the goals of improved customer experiences through mobile access.

Let your home owners submit warranty requests using CPS' WarrantyWatcher software from your website using their laptop, smartphone or tablet - and provide the same access to review request status and overall problem resolution history. Vendors have the same cross platform and browser functionality -- from desktop to devices.

CPS has been helping builders offer improved customer service for over 30 years -- let us show you how WarrantyWatcher can improve your customer's experiences!

Benefits You Can Expect from Award-Winning Builder Warranty Software

It's always exciting to win an award -- and CPS' WarrantyWatcher was selected as a Constructech 2017 Top Product!

WarrantyWatcher: helping warranty operations be more effective!

What benefits can you, as a home builder, expect from this latest release of warranty/customer service cloud-based software?  An award, after all, only goes so far -- there needs to be some meat on the bones!

Home builder warranty/customer service records home buyer service requests, sends out work orders and reports on the results. Those are the basics; when you're looking at becoming more efficient and effective, what does WarrantyWatcher offer?

Why an award? We think there are 3 key points:

1. There are Buyer and Vendor Portals: Make it easy for your buyers to submit service requests via the internet-based Portal and for your warranty staff to utilize the information. It's not email so there's no double input; just review the submitted request, determine that it's appropriate and go! And, your buyers can keep up-to-date on status through the Portal; think of how many phone calls, emails, texts that will be eliminated! Vendors are able to pick-up their work orders through the Portal, indicate availability and, even, receive drawings, photographs or other documents. 
2. WarrantyWatcher is platform agnostic with 24/7, real-time access: That's a bit techie sounding but it means that your staff can utilize the software in the office on their desktop or in the field via tablet or smartphone. And, real-time information is available, 24/7. No waiting for updates or only being able to view some of the information. Responsive design means the view responds to the device in use.
3. It's part of CPS' Enterprise software: Warranty/customer service operations typically take place after the sale closes. All sorts of buyer and construction events have already taken place -- and CPS Enterprise integration means they're available for warranty staff to utilize. Plumbing problem on Lot 47? If your construction operation utilized CPS' FieldCollaborate, you'd already know that Phillips Plumbing worked on Lot 47 (having replaced Standard Plumbing) and that there were upgraded faucets selected in the Design Center through CPS•CRM use. Everyone shares information -- maximizing communication and minimizing inefficiencies. 

Of course, there are all sorts of other great features: an administrative dashboard highlighting your Top 10 problems deserving attention, automated vendor follow-up, Quality Inspection templates for walk throughs -- even integration with Survey Monkey to solicit home buyer's opinions. Let us show you the meat behind the award!

Homebuilder Vendor & Buyer Portals Improve Efficiency & Productivity

Are you familiar with the concept of a Portal -- sometimes referred to as a neutral platform in the cloud?

Portals provide users with the ability to view -- and sometimes update -- information developed by a variety of systems and managed by different organizations in a single location. Typically, they're accessible via the Internet and available, anytime/anywhere.

What can a construction Portal do for your organization, vendors and/or buyers? An effective Portal provides data access, governed by credentials, to all appropriate stakeholders.

Let's take a look at a real-world example: vendors log into CPS' FieldCollaborate Portal to view or print their construction schedules, punch items, and safety assessments.  In addition, they're able to view the latest builder documents and drawings.

Home buyers, on the other hand, log into the FieldCollaborate Portal and find their home's schedule as well as stage-of-construction photos.

If we consider just this set of participants, can you think of the reduced number of phone calls, faxes, emails and misunderstandings? Portals make the entire enterprise more efficient and productive!  Home buyers feel empowered and their satisfaction levels improve, as well.

Home builders use Portals to share information internally, as well.  What's more disruptive than having multiple sources for information?  A well-managed Portal provides the same information to everyone (governed by access credentials, of course) -- and it's all available anywhere, anytime via the cloud!

New Home Construction Data: Helping You Design For Long-Term Profitability

Did you have a chance to check out Pain Points: Win or Learn by John McManus?  He focused on 3 things that matter most for builders -- today!

And, those 3 things are within every builder's control (vs. those you can't control such as weather, the economy, etc). Not just large builders, or public builders, or small mom-and-pop builders. All builders.

FieldCollaborate: Moving Beyond Scheduling to Meaningful Data!

The first was sales.  The second is taking those sales to completions

That is, the construction cycle. You are able to evaluate how your construction process is delivering by reviewing specific information: cycle time and, in turn, profitability.  

McManus suggests: work with greater velocity or... learn the pain.

Greater velocity can't be measured in the abstract, however.  Other factors -- and they're measurable, too -- have to come into the equation or profitability is a one-time gain with a short life.

What are you doing to understand those other variables?

Do you know which vendors show up on time, or have the highest level of rework, consistently have safety issues, always fail field inspections? That information helps shape a long range vision of your construction cycle and helps deliver consistently better results.

We suggest FieldCollaborate -- including the available web Portal for vendors and home buyers -- will help.  It's not just about scheduling, any longer.  You have to consider reporting on quality items, delivery times, subcontractor consistency, safety assessments and punch items.  It all helps highlight factors impacting your construction cycle and allows you to be proactive about the next lot, phase and community -- and design for long-term profitability.

Construction Data Portals: 24/7 Collaboration Tools

Are you familiar with the concept of a web portal, sometimes referred to as a neutral platform in the cloud?

Portals provide users with the ability to view — and sometimes update — information developed by one or more systems from a single web-based location.

What can a construction portal do for your construction process — inside and outside the company, including vendors and home buyers?  Effective portals improve communication and collaboration by providing real-time data access to enterprise information.

FieldCollaborate Portal Offers 24/7 Vendor Access 

Let's take a look at a real-world example.  Vendors can login to CPS' FieldCollaborate Portal — at any time, 24/7 — and view their current construction schedules, punch items and safety assessments.  And, they're able to pull up builder documents and drawings.

Home buyers, on the other hand, login to the FieldCollaborate Portal to find their home's schedule and stage-of-construction photos.  The Portal keeps home buyers actively engaged throughout the home buying/construction cycle, which in many areas can take nine months from the time of contract acceptance to closing.

Home builders use the Portal, as well, to share information within the enterprise. When we consider the entire set of participants — the builder, vendors and home buyers — think about the number of phone calls, faxes, emails and misunderstandings that can be eliminated!

What's more disruptive than having multiple sources of information?  A well-managed portal provides the same information to everyone (governed by access credentials, of course) — and it's all available 24/7, in real-time, via the cloud!

Portals improve communication and that makes the builder's entire enterprise more efficient and productive — resulting in more profit for both the builder and the vendors.

How to: Build in Quality in New Home Construction

 A recent Carl Seville blog, Desperately Seeking Quality, was featured in Green Building Advisor.

Associate QI with task to achieve Milestone

Great title!

Seville bemoans a shortage of skilled labor and current high volume of work combining to create knowledge and communications gaps in the field.

Seville asks: "Where is the quality control?" He says inspectors are finding a significant amount of deficient work and that field superintendents tend to rely on their subcontractors to monitor their own work.

Most would agree: quality needs to start early in the process. While it can be reviewed or measured at the end of a job, that's really too late to be effective.  At that point, quality problems mean rework is the solution -- and that's both costly and inefficient.

Having your home buyers walk their new home to discover problems doesn't build the type of relationship home builders need in today's market.   Facebook is only too happy to post photos and comments submitted by unhappy homeowners.  And, referrals are too good of a source for future business to ignore.

One effective way to build in quality is to develop Quality Inspection measures at meaningful points throughout the construction process.  Don't wait for a  builder walk check list, in other words! Your Quality Inspections don't need to measure at every milestone although that might be a reasonable initial starting point.

QI templates drill down for specifics

Are you using automated scheduling software? Make a Quality Inspection the last task of a milestone in the schedule.  In other words, the milestone can't be complete until every task -- including the Quality Inspection -- is complete. That way, your superintendent or field manager is reviewing work in a timely manner and schedules stuck at a milestone with an open QI task are easily identified within schedule progress.

CPS offers construction scheduling software providing Quality Inspection processes -- contact us and see how FieldCollaborate lets you build in quality during the construction process! And, you'll be doing it on the jobsite, in real-time with results available for your vendors, anywhere/anytime, using the Vendor Portal.

Construction Data Portals: Immediate Collaboration

Are you familiar with the concept of a Portal -- sometimes referred to as a neutral platform in the cloud?

Portals provide users with the ability to view -- and sometimes update -- information developed by a variety of systems and managed by different organizations in a single location. Typically, they're accessible via the Internet.

What could a construction Portal do for you, your organization, vendors and/or buyers? An effective Portal provides data access, governed by credentials, to all appropriate stakeholders.

Construction Portals facilitate Collaboration

Let's take a look at a real-world example. Vendors can log into CPS' Field Collaborate Portal and view or print their construction schedules, punch items, and safety assessments.  In addition, they are able to view builder documents and drawings.

Home buyers, on the other hand, log into the Field Collaborate Portal and find their home's schedule as well as stage-of-construction photos.

If we considered just this set of participants, can you think of the reduced number of phone calls, faxes, emails and misunderstandings? Portals make the entire enterprise more productive!

Home builders use Portals to share information internally, as well.  What's more disruptive than having multiple sources for information?  A well-managed Portal provides the same information to everyone (governed by access credentials, of course) -- and it's all available anywhere, anytime via the cloud!