Personalize the Experience and Spark Your Home Shoppers’ Imaginations with CPS’ PlanViewer

Web Floor Plans: A New Addition to the Interactive Sales & Marketing Solutions Suite

We’re proud to announce PlanViewer, our latest offering in a suite of interactive technology solutions that helps builders and developers offer home shoppers a more personalized, tech-forward experience.

The timing couldn't be better. Even before the pandemic, the trend for virtual homebuying was on the rise. Our ability to pivot—an overused but very relevant word in these times—allowed us to design a solution for builders to engage more with shoppers now and moving forward. In other words, virtual home shopping and buying aren’t going away when the pandemic officially ends.

As part of our research—research that helped drive the design and capabilities of PlanViewer—we learned that a whopping 97% of homebuyers use the internet to search for new home options. Meanwhile, consumer purchasing behaviors are accelerating online due to the pandemic while the high-demand real estate market doubles down on the immediate need for technology solutions like PlanViewer, making home shopping and floor plan personalization simpler (and more important) than ever.

Features You and Your Home Shoppers Will Love 💙

• Offers interactive floor plans to help home shoppers visualize and customize structural options on their favorite plans.

• Allows home shoppers to create a desired home plan at their convenience, then arrive at the sales office as more prepared and qualified buyers.

• Updates structural options in real-time as they’re selected, creating a hands-on, immersive experience that helps inform and motivate purchase decisions.

• Provides drag and drop virtual furniture placement that sparks imagination and helps home shoppers visualize living in the space they’re creating online.

• Includes email capability so home shoppers can view & share their plan, selected options and elevation — and you collect prospect information.

Easy to Implement – Easy to Use 

PlanViewer Interactive Floor Plans
Spark Home Shopper Imagination

PlanViewer is designed to be easily implemented directly into the builder’s or developer’s website. It keeps the process consistent via templated designs, yet remains flexible enough to include all available plans or only the most popular structural options. 

Every floor plan receives a single URL, so web teams can seamlessly integrate PlanViewer onto company or community websites using iFrames. The responsive technology is viewable 24/7 from any desktop or mobile device with scalable views so shoppers can zoom in for a closer look at their home creation.

PlanViewer can be used as a stand-alone product, or it can be an excellent add-on to other CPS staples you might already have in your stable, such as your interactive sales presentations or web-integrated sitemaps.

For more information on PlanViewer visit here or contact us here. We’d love to tell you more about our newest product!

Builders: Turn Warranty Data into Actionable Insights

Thinking About Turning Data into a Critical Asset

Data is in abundance and needs to be made sense of in order to realize its full benefits.

Aaron Tan | Executive Editor, APAC

Today, the value of data is well known as effective use can help businesses speed-up decision making and improve the customer experience.

Data...it's out there! Then, what?

But.. some might ask: How do I get useful data? and others might say, There's so much data! How can you maximize both data collection and use so there's a positive business value proposition? 

Taking a Discrete Look at Builder Warranty/Customer Service Data

Many builders provide their homeowners with warranty service after the home closes. Typically, this is a one-year period -- although two-years isn't unknown. During that time, builders manage homeowner requests for repair or replacement. There may also have been a builder/buyer walkthrough collecting issues for resolution prior to closing.

As a result, even the smallest builder has data! There are homeowner requests ranging from leaky faucets to squeaky floors to improperly installed appliances.

Yet, do you know how many faucet leaks your homes had over the last 6 months in the Happy Acres community? How about over the last 3 years? And, how many were due to poor workmanship vs. bad materials vs. design issues? 

Do you know how many leaky faucets happened this month?

If you knew these answers, what would you  do to address them going forward?

And, wouldn't your operations be more efficient and profitable, as a result?

Warranty Management Software Provides Analysis Tools

Warranty management software provides a very effective tool for a builder's operations because there's a large amount of data that evolves as a result of homeowner requests and repairs -- and software provides the tools to take large amounts of data and slice & dice & display for effective use.  There really isn't any additional work required to obtain the information; it's a question of how to make use of it! 

Take the leaky faucet issue above. That issue will be recorded as a homeowner request. Software provides the ability to easily review how many leaks occurred -- over a period of time, community-by-community.

The value proposition is significantly enhanced by adding a second step: why did this leak happen? Poor installation, bad faucets, bumped while doors were installed?

Over time, you'll have the data to know the most common issues as submitted by your homeowners. You'll know facts -- not squeaky wheel problems or the "big" ones! You'll also know why the problems happened.

If you're using an integrated software suite, you'll also know the vendor providing the work so you can address these workmanship or material quality issues. 

Take a look at the tablet above; your team could see what problem categories were most prevalent over the last 30 days (turns out drywall was highest, here); you' be able to drill down for the "why" and vendor, as well.

Warranty Software Breaks Down Data Silos

Effective use of warranty software provides a great resource for a builder to be able to examine their operations as well as providing a good opportunity for enhanced customer service. Interested in finding out how you can turn all those requests & repairs into actionable insights? CPS will be exhibiting at IBS2020 -- or you can request a personal WarrantyWatcher software demo here!

Builders: Electronic Signature Key to Improving Efficiency & Satisfaction

Builder Hot Topics: Efficiency, Productivity, Buyer Experience

The Solutions Blog has devoted quite a bit of virtual space focused on improving efficiency and productivity -- particularly on the operations side of homebuilding. Take a look at recent Blog articles:

• Builders: Increasing Productivity Helps Offset Labor Costs & Availability
• What Can Builders Do to Up Their Productivity?

Efficiency, Productivity to Buyer Experience

We've also been talking about the Home Buyer Experience -- before, during and after the new home purchase:

• Customer Service: A New Paradigm for Builders
• Have You Asked: What is Our Buyer Experience Gap?
• Builders: Consider Value-Unique Experiences

CRM Offers Experience and Efficiency Opportunity, too!

One key concept emerges from all the articles highlighted above: the builder's universe is expanding! There aren't any islands left, in other words! Thinking about buyer experience is no longer limited to the sales office or marketing. It encompasses operations -- from construction to warranty, too. 

Efficiency can be thought of similarly: how long does it take your sales agents to process a sale? Do you have 25-40 documents ranging from Purchase Agreement to Options Orders to Avigation (yes; that's a real word!!) Disclosures?

Document Processing is More than Creation; Consider These Stats

How long does it take for your agent to generate these documents -- and how many signatures are required? Do you realize that 37% of documents are missing a necessary signature, initials or dates?

And, many people don't always consider the post-signature activities required to support documents: that's the proper collection, filing and retention. 51% of businesses report that some or all of the documents needed are mis-filed or lost!

Efficiency, Productivity Moves Beyond Operations!

In other words, are you certain that Lot 55's purchase agreement package is completely processed, stored properly and accessible?

Electronic Signature Can Go Beyond Purchase Agreements!

You're probably familiar with electronic document signature processing as it relates to purchase agreements (CPS CRM, for example, provides seamless integration with DocuSign to obtain signatures for all documents, distribute the documents amongst all necessary entities in a specified order and save a completely executed set). And, the value is not only for the builder: buyers appreciate the ease and ability to obtain and store a full set of accessible, executed documents. That doesn't even take into consideration processing a sale with buyers in multiple locations!

And, have you considered the value of electronic signature for your warranty/customer service operations? Why not provide your customer service rep or vendors with the ability to accept electronic signature on work orders via phone or tablet? CPS WarrantyWatcher does exactly that -- and keeps a copy in the lot's permanent history file, as well!

There's now another touchpoint (or two!!) for improving efficiency, productivity and the buyer experience!

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!

Homebuilder CRM Top Performer Tips

Top Sales Performers Are Frequently Top CRM Users

A local Northern CA homebuilder's top sales performer (he's retired now; let's call him Jack for this Blog) was probably the single best sales agent user of CPS CRM.

Jack certainly knew how to work with home shoppers, using CPS CRM loan information to discuss financial alternatives to facilitate the home purchase and taking advantage of the one-stop Contract Wizard to quickly generate purchase agreement documents.

Consider CRM Database as "Your Team"

But, the reason we're suggesting he was the "best user" was his persistence with follow-up.  Because Jack sold homes for about 10-years, he built-up a considerable CRM database of home shoppers and buyers.

Jack kept in touch with what he called "his team" -- sending announcements of new releases to home shoppers and new communities to previous buyers.

He went the extra step to make sure his data was useful so he could send out "Happy Home Anniversary" messages based on their Close of Escrow date. There were no doubt other personalized emails celebrating birthdays, children, college graduations and the like!

Of course, Jack used the "system" to auto-generate all of this followup; he created templates for his followup activities and relied on CPS CRM to keep in touch with his team.

Consistent CRM Use = Top of Mind and Consistent Referrals

The result? Jack was "top of mind" for anyone on his team thinking about a new home -- and he was the recipient of many referrals as friends and relatives started their home buying journey.

Recently, Jeff Shore completed a new sales training series; his latest is Prospecting for the Long Haul (always informative; watch it here). His message: top performers work the small things over and over.  

Ryan Taft is a sales trainer on Jeff's team; he has a great Blog and recently included 3 tips reinforcing the small and consistent message:

1. Do it!
2. Personalize the Heck Out of It!
3. Be Consistent!

Didn't Jack take those tips to heart and play them out, every day? He took the tools provided to him in CPS CRM and was persistent! As Jeff mentions in his Prospecting session, it's the small things that, when practiced daily, generate results.

IBS2019: CPS is Persistent! We're Celebrating 25+ Years!

Take a look at the IBS2019 Buyer Guide: CPS is listed as a member of the 25 Year Exhibitors Club! We're thrilled to be included and invite you to join us at Booth SU631 as we talk about our award-winning CRM, construction scheduling, warranty management software and interactive kiosks! See how our persistence can help you sell more homes, build more profitably and provide responsive customer care.

Homeowner Customer Service: SST Preferences Change Quickly

Have you run across Urban Airship? They've just released 2019 Insights & Predictions into Customer Engagement (you can check it out here). 

Customer Engagement Strategies: There are Brand Impacts

Urban Airship suggests the new year is a good time to take a look at current strategies - and that we can never get too comfortable thinking we know what our customers want. Attitudes, preferences and expectations change quickly.

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

Urban Airship reports: 

"78% of customers say poor customer service makes them lose trust in a brand"

Take a Look at Mobile and Website Options

How does customer experience, self-service and a good brand image fit together?

Offering your customer mobile and website options, reports Urban Airship, provides an easily accessible solution for questions and support.  Your homeowners want access 24/7, anywhere, anytime!

Access means you're able to provide a more consistent and reliable brand image.  Gone are the missed calls and voicemail exchanges; now, you're communicating directly and resolving issues!

CPS WarrantyWatcher Provides Accessible, Personalized Access for Your Homeowners

Now, take a look at CPS' WarrantyWatcher Homeowner Portal and how it streamlines the builder's customer service process and provides the digital experience that today's homeowners want.

WarrantyWatcher: Accessible, Personalized, 24/7

24/7 access and personalization is critical! Your homeowners have a unique location to report a service issue, receive confirmation of the problem and and appointment for repair.  They're also able to view all previously reported issues and their resolution. All convenient; all 24/7; without any additional work for your customer service group.  In fact, probably less work!

Communication doesn't always have to mean conversation!

Looking to improve your brand image through enhanced digital experience?

Talk to us! CPS will be at IBS2019.  Not able to attend?  Let us know and we'll schedule a one-on-one demo to show you how CPS can provide you with a more efficient customer service process and an improved brand image! 

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: Get Interactive and Highlight Your Best Features

If you don't show it, you're not going to sell it!

That's a suggestion made by Lauren Shanesy in a recent BuilderOnline article regarding new home features and option/upgrade possibilities.

Step Up and Highlight the Possibilities

Shanesy notes, "Buyers in the market for a new home know what they want - comfort, convenience, and an overall better quality of life for their family."

What they don't know, frequently, is what you offer that will enable them to live that lifestyle!

And, Shanesy says, "Show them how a specific feature is a solution to a need that they have to live better, and they'll invest in those features.

Show These Lifestyle Features -- and You'll See Buyers!

What sort of "lifestyle features" are important to today's homebuyer -- whether Millennial or Boomer? You've no doubt seen many; we'll talk about two here with others to come in future blogs.

Open space layouts are number one! Buyers have moved away from the traditional kitchen, living room and formal dining area layout; instead, informal gathering spaces are the lifestyle of choice. 

This move is across the board -- Millennial, Boomer, Gen-X.

Marc Thee calls describes this as "non-compartmentalized living" and it is all about comfortable living.

One other floorplan-related favorite: pet-friendly living! 81% of a 2017 Animal House: Remodeling Impact study reported that animal-related considerations play a role in evaluating lifestyle environments.

Encourage Exploration

An interactive touchscreen presentation provides an introduction into lifestyle possibilities as soon as the home shopper walks into your door. Today's buyer is used to self service; 90% have already started exploring via your website. Today's home shopper is interested in and feels comfortable exploring visually engaging content. Encourage discovery!

Buyers want to know how floorplans work -- how they'll encourage comfortable living. Take a look at the CPS SalesTouch presentation above - interested in adding an outdoor kitchen? How about making the family room cozier by adding a fireplace?

Let your home shopper dream -- and create their new home! And, there's a drag 'n drop furniture feature to zero in on how this dream will live!

Visuals Tell the Lifestyle Story!

Remember the interest in pet amenities? Why not provide some visual focus to capture interest in  a pet-friendly neighborhood? 

Here's your opportunity to incorporate storytelling into your home shopper's journey!

How to: Make Your Digital Signage More Effective

Are you a digital signage fan -- or evaluating digital signage as a part of a newly energized marketing program?

Designing to Maximize Engagement!

Interested in reviewing a few tactics to improve your digital signage program? We're not even 50% of the way through 2018 so... there's time to evaluate and plan for success!

Make Sure You've Identified Your Audience

It makes sense that even digital signage can't be everything to everyone.

There's no benefit to repeating a message or including dynamic video in the hopes that your audience will accept it. Be sure to design and build for your target audience -- their wants and needs relative to your product.

Here's an example: a new home sales office (or, a multifamily leasing office). Home shoppers are looking not only for a new home because their family is growing (or shrinking) -- they're interested in the details that will motivate the purchase such as features (does the Master Bath include a Jacuzzi?), options and upgrades (outdoor kitchen, den in lieu of bedroom) and whether their bedroom furniture fits into the new master suite.

Then, you want to be sure to address the other factors impacting their purchase decision. What's going on in the neighborhood? How about schools? Are there parks and playgrounds near for the children?  Answers to the ancillary items build their level of interest. 

Have You Determined Your Objective?

Everyone wants their audience to engage with digital signage.  But, there's another objective out there for your project; do you know what it is?

Let's take a look at the home builder idea mentioned above -- that's CPS' target audience for the interactive touchscreen system, SalesTouch. We like to say builders have several objectives with their sales office touchscreen system: engage, inform and kick-off the dream.

Basically, SalesTouch guides the home shopper's journey towards a home purchase. The touchscreen engages prospects from the minute they walk into the sales office -- it's colorful, typically provides an interesting initial view and large enough to attract attention. Then, the home shopper is presented with choices: explore the neighborhood, find out more about the particular community and examine specific floor plans and their options/upgrades.

The last objective is to encourage the dream of home ownership: select a floor plan, mix/match structural options and upgrades, drag and drop furniture -- take that standard plan and make it your own, in other words! 

Make Sure You Are Designing for Engagement

Digital signage varies from small monitors to large touchscreens -- with video walls in there, too!

What platform are you utilizing and how do you maximize its potential? As an example: we've found home shoppers really like large touchscreens mounted into a slightly angled table. They're able to step in and get close -- some people lean in, occasionally, there are special purse and drink stands. It's all about making your audience feel comfortable and exploiting the physical hardware as appropriate.

Regardless of the physical platform, focus on grabbing audience attention -- right away.  Remember: visuals are key as they spark the imagination. And, we're back to kicking-off the dream!

Home Buyers Want Convenient & Quick Warranty Service

A recent Radial article notes, in the age of Amazon, consumers have sky-high expectations. And that's regardless of industry -- customer service is a key differentiator at time of purchase as well as after-sale referrals.

Enhance Your Customer Service Ops with Self-Service!

Home Buyers Look for Personalized Customer Service

Homebuyers aren't any different than other consumers 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 Functionality is Hot!

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.

Technology Helps Builders Meet Buyer Expectations

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.

The same Portal self-service is available for subcontractors. Although formal work orders are sent via email, it's always possible to log-in to the Portal, pick-up work orders, review associated drawings and photos and confirm availability.

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

Go Omnichannel!

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.

Referrals Are Yours When Service Exceeds Expectations!

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

Builders: Do You Share These Pain Points?

Interesting recent BuilderOnline article by John McManus noting that the benefits of the current recovery in homebuilding appear slanted towards the very large, production homebuilders.

CPS FieldCollaborate:
Cycle-time Improvements Start Quickly

Market Gains Aren't Equal Across the Builder Landscape

Today, smaller builders, says McManus, are working harder and have a bunch of "math basics" working against them.  Larger builders are able to optimize finance structures as well as relationships with land sellers, vendors and distribution networks.

In many cases, the result, for smaller builders, is a profit squeeze. Labor and material costs are increasing and builders report usable lots aren't as available and are more expensive.

Technology Investment as a Tool

Are these some of your pain points? There's a few more: McManus goes on to say that many of the "smaller builder positives" such as local land knowledge, long-standing vendor relationships and local homeowner referrals don't hold as much sway as previously.  And, there is the Millennial home buyer with all sorts of different objectives, priorities and shopping patterns.

Add to that, larger builders have invested in sales, marketing and operations-focused technology -- and the results are making for a much more competitive marketplace.

Interactive Technology lets you eliminate static displays

Dial-up Your Motivation to Locate Solutions

One solution, McManus suggests, is locating capital partners to achieve better margins. That's certainly an option for some.

Another is reviewing and evaluating current operations. Are you still operating with pen/pencil on the operations side? There are relatively inexpensive, easy-to-use construction management software products such as CPS' 2018 Constructech award-winning, cloud-based FieldCollaborate that can be implemented quickly and start paying off in decreased cycle times and increased communications with vendors and buyers. Buyer referrals still resonate -- grab them as a result of technology use! Available anywhere/anytime for field managers, vendors, home buyers, corporate users.

Take the opportunity to examine how well you are telling your home shopper's story, as well. Step away from tired, static displays and utilize an interactive presentation -- consider an iPad or Surface tablet  if a larger display isn't feasible.

Upgraded marketing tools create an environment appealing to the ever-growing Millennial buyer and responding to their need for new ideas, designs and uses -- and, interactive technology is the way they're used to purchasing.  Adding interactive technology doesn't need to be an incremental increase in cost -- you're able to eliminate the wall-mounted floorplans and pre-printed brochures with products such as CPS' SalesTouch. 

Builders: Using Software to Help Ease Margin Pressure

Are you a homebuilder focused on the entry-level and first-time home buyer market? That portion of the new home market is hot -- and the Millennial home shopper is more focused on purchasing than ever before!

Are you experiencing price increases on basic materials? How about difficulty in obtaining labor -- especially in critical trades? Labor shortages lead to price increases -- and these factors mean you're seeing margins being squeezed.

Now is a good time to focus on Operational Excellence

Recently, John McManus had a great article in BuilderOnline. McManus notes there's an opportunity today to motivate apartment dwellers to purchase homes. Home shoppers prefer new -- and apartment dwellers don't need to sell their current home so there are fewer strings attached to the purchase.

But, these buyers are at the first-time, entry level price point so price increases on the builder side indicate a need to be extra focused on what could be considered controllable costs to maintain margins. McManus notes builders are "doubling down" on items under their control such as construction cycles and workflows.

Construction Scheduling Offers an Effective Management Tool

Cycle time doesn't live in a vacuum -- and can't be determined or measured in the abstract, either. Do you have a published schedule -- do you track progress against it? Does everyone look at the same schedule or are there multiples floating around within the organization? If so, there's where inefficiencies multiply!

If there's one schedule, not only can you measure cycle time but you're able to provide consistent, reliable schedules to your vendors. That's a win/win as your vendors can rely on your schedule to book their crews. That lets your vendors get and stay efficient.

Construction scheduling software will help you develop the tools so there's only one schedule (for everyone -- within and outside the organization). Not only can you track and measure against it but..your vendors will have easy access to it and can rely on it.

CPS FieldCollaborate: Award-winning Construction Scheduling Software

We're available to provide a FieldCollaborate demo -- and we'll show you how to implement and use software that has resulted in up to 30% cycle time reductions -- day in/day out!

How to: Make Your Digital Signage Project a Success

Daniel Waldron hit the ball out of the park in a recent Digital Signage Today article: your digital signage success hinges on creating a unique user experience for your customers.

Staying Consistent with Your Customer's Journey!

Making a Unique User Experience

What's needed to make your customer-facing digital solution noteworthy, unique, worth the investment?

Take a Look at the Basics

Waldron suggests there are several key pieces of advice:

• Ask: is your digital solution attractive?  That seems fairly basic but.. you'd be surprised! Is the actual hardware visually appealing? Too often, in the interest of perceived cost savings, you'll see monitors that are too small for the setting -- or have been touched too many times without cleaning. Stay on top of details! And, of course, make sure you're taking advantage of high quality visuals and high-res monitors.
• Incorporate Social Media into the digital experience. Have you seen the Digital Information World statistic: 71% of consumers refer to social media for purchasing decisions? Linking digital signage to social media, Waldron suggests, creates trust -- as social media recommendations carry positive weight and show you're committed to engaging with your customers. 
• Stay Customer Centric. Don't try to do everything, in other words! If you're a homebuilder, for example, stay consistent with your customer's journey: they're at your sales office because they want to make a lifestyle change. Show them your homes, let them try on various options, help them find out about life essentials in this new neighborhood (where are the local schools; how about shopping?) -- and make it easy to do! Add some fun, where possible!

Keep Your Salespeople Involved

Take a look at CPS' interactive touchscreen SalesTouch system designed for Cornerstone Communities' Aventine sales center. Wouldn't you agree it is visually attractive? And, consistent with prospective home shopper's life journeys?

Although most interactive presentation systems are designed for self-service, it is critical that your sales team is knowledgeable about their operation -- and proactive in getting home shoppers engaged. Bob Musa, in his Creating Customers book, notes that the sales process has always included making the customer aware of the product, creating interest in the product and creating intent in the purchase.  Today, home shoppers want to be educated about how your product will meet their lifestyle needs -- both system and sales agent are actively involved in that process!

Harness the Power of Images in Your Sales and Leasing Centers

Do you receive those 1-minute Tuesday Tips from Brian Flook? Saw an interesting one recently: Did you know that the power of images is increasing?

SalesTouch: Powerful images provide a visual cue to explore

Flook asked that question and replied: Yes; images matter!  He goes on to note that real estate listings with 25+ images sell faster than those with only 10 photos.

Here at CPS we've long believed engaging home shoppers starts the moment they enter the sales office with SalesTouch, our interactive touchscreen system.  It doesn't just happen, of course! There needs to be a visual cue to invite the prospect to explore.

Visual cues not only invite attention, they encourage the visitor to engage and obtain more information! Whatever their reason for considering a purchase -- larger home, neighborhood, on-site amenities -- powerful imagery motivates movement.

Dynamic images engage home shoppers, encourage exploration

Take a look at Bella Collina:  elegant, Italian, scenic images along with copy about The Club, Golf Course and the Spirit of Tuscany.  You can imagine luxuriating in the Spa. What's the next step? Start touching to find out!

Compare Ramblewood Forest's imagery: luxury, large homes for family, a new neighborhood. Equally inviting, the same question arises, "how to find out more?" The next step isn't unknown: start touching to find out!

Flook suggests: storytelling via images clinches the deal -- long before any copy, no matter how well written!

Attending #IBSOrlando? CPS will be storytelling at Booth W5583 with SalesTouch, our interactive touchscreen system, and Social Media Wall!

Adding Proactive To Retail Customer Service

How do you reach out to your customers to engage, interact, solicit opinions, gather information? Many of you might say email or email-based surveys; but...have you considered digital solutions at your location?

Active Listening at Whole Foods: An Opportunity for Conversation!

The days of the old, wooden suggestion box or tired-looking cork boards with faded and tattered flyers and weary, crumpled suggestion forms are long gone.

Today's digital solutions aren't just passively collecting information but have expanded to become customer experience zones displaying store specials, video and, even, websites. They offer a proactive engagement opportunity!

After all, the customer is at your location -- why not reach out and practice active listening?

Chris Lott, a CPS developer specializing in interactive experiences, says, "Take a look at the CPS Customer Comment Board where customers are empowered, given a platform to ask questions and provide feedback.  We've found they also offer ideas for new products, initiatives and improvements -- because they are being asked in the midst of their shopping experience!"

Lott goes on, "Most agree that customer service shouldn't focus only on 'putting out fires.' It's about developing relationships from the first point of contact." An on-site Board starts the conversation and encourages customers to engage with the brand and each other.

Where might such a Comment Board reside? Anywhere your customers interact with your brand, services and products!  Proactive interaction shows you support your customers and reduces the number of fires long-term. Here's your chance to create opportunities for conversation!

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.

Take a Deep Dive: Millennial's Interest in Community

Mary Cook, writing in Builder Developer, noted that Millennials are finally ready to move out of their parents' home and find their own. Her firm is known for creating innovative environments targeted to market demands; the article focused on 7 Ways to Design Residential Developments for Millennials. 

Take a look: there's community outside the door!

Cook notes that many Millennials telecommute -- meaning there isn't too much face-time with co-workers and managers. The typical, work-related social interactions that many of us are used to (lunch, sports teams, etc.) aren't available.  Like  many new home buyers, they're probably relocating (even if a relatively short distance).

As a result, they're looking for their home (both specific and general) to provide relationships. That desire for adding relationship possibilities is driving the popularity of amenity-rich communities offering "social points" such as community pools, tech centers and fitness centers that encourage residents to gather and engage.

Do you recall an earlier Solutions Blog about walkable neighborhoods (or Walkups)? Consider using your location as a way to encourage thinking of the new neighborhood in terms of benefits from a social interaction perspective -- as well as walkability.

Offer Walk Abouts: One of a walkable neighborhood's driving forces is access to convenient, interesting and unique shopping and dining venues.  Why not create an "It's in the Neighborhood" map highlighting 15 close-by locations that are probably new to your home shoppers -- and make it interactive? Think: ethnic restaurants, unique bookshops, unusual hardware stores.  Let your potential buyers explore (virtually!) and see themselves living the experience! Drones are making aerial photos so much more affordable -- take a look at Richmond above and consider using this type of visual introduction to the neighborhood.

Shine a Light on Educational Institutions: Here's another opportunity for introducing a new way of thinking about community! And, these opportunities don't need to be just traditional colleges and universities. Think outside the box and consider adult education and interest-focused centers, too. Look for places like innovative yarn shops, photography studios and art centers.  Encourage your home shoppers to explore neighborhood learning opportunities and imagine the opportunities available. Let an interactive touchscreen presentation tell your community story -- from amenities to neighborhood "hot spots" to all sorts of educational possibilities.

Take a look at a CPS' SalesTouch  presentation's aerial photo detailing shopping, dining, recreation and community options in Richmond (above); why not let your home shoppers (buyers, too!) virtually explore and visualize enjoying their new community?

Home Builders: Interested in a Referral Win?

Had a chance to read an earlier Solutions Blog: Homebuilder #1 Referral Driver: Keeping Buyers Informed? You can read it here.

Communication is the Driver!

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

Mirman suggests: think of the homebuying process as similar to a hospital stay.  Both are stressful -- yet, the stress can be mitigated by information.  No one, basically, likes to be in the dark.  And, with today's social media, bad experiences can be broadcast all too easily.

The same can be said for good experiences, suggests Mirman in the 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.

Importantly, Mirman notes, you don't need conversation -- just communication! 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, as well, via mobile or desktop. In both cases, 24/7, anywhere/anytime!

Are You Getting Your Story On?!?

Robert Rose, with the Content Marketing Institute, asks: Do brands create stories? Do stories create brands?

Yao Xiao of Image Think documents the storytelling conversation!

Rose goes on to say storytelling has never been "hotter" than today -- although stories have been picked up, passed on and shared throughout history.

Today, storytelling principles and success factors are closely related with word-of-mouth, social sharing, social media, brand perception and content marketing. Yet, Rose suggests, storytelling is also often misunderstood, both from a content marketing and branding perspective.

We're going to be talking about how to create stories, nurture them, and encourage them in subsequent blogs. We'll try to work out the difference between what Rose calls boring and souless content and stories that engage.  

A connected content strategy where people are key!

After all, don't good stories compel people to change?  Isn't the very essence of a home purchase a desire for change?  

Several CPS staffers just spent time attending the 2017 Jeff Shore Leadership Summit -- and storytelling was definitely top of mind in many of the discussions.  Take a look at a summary photo generated from trying to examine a homebuilder customer story -- there's definitely a lot going on!

After all, CPS is definitely involved in digital storytelling with our SalesTouch interactive touchscreen product. In today's digital and data-driven environment,  single format storytelling has been transformed into transmedia storytelling in an effort to connect people and brands better than ever.