One of the first things customers may do when considering a home builder is to check home builder reviews. What are people saying about the quality of communication during the process, the quality of the build and their responsiveness to any warranty issues raised?
We listened to David Chandler, NSW Building Commissioner, at a recent event and recalled 3 key points he made:
- 12% of all construction is rework
- It is cheaper to do it right the first time
- More than 1,000 defective bathrooms have been ripped out during his time in this role
Sure, I can help outline and draft the content for your blog post on the value of remote visual guidance for home builders. This will focus on enhancing customer support for warranty and maintenance requests and improving technician efficiency.
The game-changer: leveraging remote visual guidance in home building
In the rapidly evolving home-building industry, staying ahead means keeping pace with technology and fully embracing it. Remote visual guidance is one transformative tech trend that stands out for its immediate and tangible benefits. By integrating this innovative solution, home builders can significantly uplift two crucial aspects of their business: customer support for warranty and maintenance requests, and technician efficiency. Let’s delve into how remote visual guidance can revolutionize these areas, driving value and efficiency in ways previously unimagined.
“TechSee has helped us with our cost spend significantly. We would have an average of maybe a two hour trip time to assess a situation from a trade. Now its going through virtual and we are resolving those cases immediately on the first visit”
Bret Wallach,
Lennar Homes
Enhancing customer support with immediate resolution and elevate satisfaction levels
Remote visual guidance offers an immediate connection between homeowners and customer service representatives, drastically reducing the time to resolve maintenance and warranty issues. By enabling customers to use their smartphones or tablets to show the problem in real time, service teams can assess the situation without needing to be on-site. This immediacy not only speeds up resolution times but also significantly enhances customer satisfaction by addressing their concerns with unprecedented speed.
Cost efficiency and environmental impact
Deploying technicians for on-site visits is not just time-consuming; it’s also a cost-heavy and carbon-intensive process. Remote visual guidance slashes these expenses and environmental impacts by minimizing the need for physical travel. The direct consequence is a leaner, more environmentally friendly operation that aligns with modern consumers’ expectations for sustainable business practices.
Building trust through transparency
Trust is the bedrock of customer relationships in home building. Remote visual guidance fosters this trust by allowing homeowners to see and understand the diagnosis process as it happens. This transparency demystifies technical issues, empowering customers and enhancing their trust in the home builder’s expertise and commitment to service.
Boosting technician efficiency optimising field operations
Technician time is a precious resource, and optimizing it has direct implications for operational efficiency and profitability. Remote visual guidance allows technicians to pre-diagnose issues before setting foot on-site, ensuring they arrive prepared with the right tools and parts. This foresight can dramatically increase first-visit resolutions, a key metric in service efficiency.
Streamlining communication with developers
Remote visual guidance bridges the gap between technicians on-site and developers or senior engineers who may be located elsewhere. By sharing real-time visuals, site workers can receive instant advice and approvals, reducing delays and avoiding the costs associated with rework or multiple site visits.
Conclusion
Many of the top 10 home builders in the US use remote visual technology. For those organisations, the adoption of remote visual guidance technology represents a leap towards greater efficiency, customer satisfaction, and environmental responsibility. It’s a testament to how embracing digital innovation can resolve traditional challenges, enhancing both customer and technician experiences. As the industry continues to evolve, those who leverage these technologies will not only lead in customer service excellence but also set new standards in operational efficiency.
