As winner of the “Best Customer Service Award – Medium Builder” at the 2022 WA Master Build Awards, plus over 122 HIA and BMA industry awards (and counting!), it’s appropriate to say Novus Homes know a thing or two about creating an amazing customer experience.
Since 1993, Novus Homes have pursued relentless attention to detail in their builds — from using only the finest quality materials to the best building practices and superior customer service.
Guiding clients through the build experience
Trent Pitter, Building Manager at Novus Homes, was researching ways to boost their already excellent customer service.
“We believe customer experience versus customer expectation is difficult to predict; you cannot stop thinking of improvements,” says Trent.
“We were looking for a way to enhance customer experience and found Constructive’s Customer Portal, Online Selections and 3D Selections. It brought the build process to the customers’ fingertips, plus a wealth of information. With 24/7 access, it brings flexibility of access to knowledge that would otherwise not be available.”
Positively engaged
With a streamlined, automated process through Constructive, Novus Homes can efficiently guide clients through their building journey, ensuring they’re engaging consistently to provide clarity around progress updates and providing explanatory educational material.
Trent says reliable communications help to build a positive rapport with clients:
“Constructive helps us deliver excellent service — the more engagement you can provide and build on with clients, the more positive the response is received,” explains Trent.
“The Online Portal is a digital platform that allows clients to engage within the build process, especially during administration. This positive engagement not only enhances the customer experience but also allows the client to feel involved and valued.”
While the Customer Portal has clients engaged in their experience, Novus Homes has also noticed internal improvements and efficiencies.
“The growing capabilities of the Customer Portal benefit not only our customers’ experience and their expectations, but also our internal processing timeframes.”
Selections, in 3D
“Our favourite feature of Constructive is 3D Selections – a great way to communicate the design and allow our clients to fully understand their home, says Trent.”
Seamlessly part of Online Selections, as clients visualise their decisions with interactive 3D, Constructive automatically records clients’ selections in real-time into an organised addenda, complete with images.
“A lot of clients struggle to read plans, so having an interactive model is very beneficial,” explains Trent.
Intuitive, easy-to-use software
When introducing new software, it’s important the usability doesn’t create any friction, slow down processes, or require long training sessions.
Novus Homes report Constructive is easy to understand and utilise internally, while also instantly intuitive for their clients.
“We love the ease of usability,” says Trent, “for both us, (the builder), and our clients.”
“For us, it makes customisation and updates very easy. For our clients, often they’ve never used an interface like this before. They can quickly understand what to do and immediately enjoy the features.”
“Constructive is a great company to work and engage with,” says Trent. “All the staff is very attentive to any questions. Any technical or support issues are resolved swiftly and with minimal disruptions.”
Ready to improve customer experience?
Get started with Constructive today.
