Read how Summit Homes Group, a leading Australian home builder, has revolutionised its client communications and streamlined Service operations with Constructive Software’s Maintenance platform.
Summit Homes Group’s journey began in 1978 and today continues to hold its strong core philosophy, Built Around People. The Summit Homes difference starts from their dedicated and passionate staff and extends through to a focus on exceptional customer service their clients experience throughout their tailored build journeys. Naturally, this focus continues past key handover and right through to the Service phase.
The Summit Homes Service team knew it needed one, universal platform to manage the warranty and service period of home builds that would empower clients, organise details and streamline communications while saving them time.
The old way: Phone tag and email threads
Like many builders, Summit Homes previously relied on a familiar — but frustrating — system of emails and phone calls to manage their warranty period service. This traditional approach created a daily time-consuming challenge for their team: long email chains, missing information and constant back-and-forth with clients to gather basic details about service and warranty issues.
Changing the game with Constructive Maintenance
“Using Constructive has been a game-changer for us,” shares Zoe Drew, Service Co-ordinator at Summit Homes.
The transformation began with a simple, but powerful, shift: Putting the process directly in the clients’ hands through Constructive’s Maintenance digital Service Portal.
“Before using Constructive, we relied heavily on emails and phone calls to communicate with our clients,” explains Zoe. “Constructive Maintenance has empowered clients by putting the process back in their hands and providing them with all the necessary information before lodging their issues.”
Instead of playing phone tag or sorting through cluttered email threads, clients now have a clear, step-by-step process for submitting defects. The Service Portal guides them through each submission, automatically prompting for essential details and photo uploads – a feature Summit Homes says has reduced the need for follow-up communications.
“It even prompts them to upload photos,” says Zoe, “which saves a lot of back-and-forth correspondence. Plus, it always provides the Job Number, eliminating any misspellings.”
Clear, organised communication
One of the most significant improvements has been in the organisation of client communications.
“All communication is clearly organised under each defect’s item, with previous correspondence easily readable above,” describes Zoe.
“This eliminates long, lengthy email chains and allows any staff member to quickly jump in and see the latest correspondence with the client. It’s made our communication much more efficient!”
This centralised approach has transformed how the Service team operates. Gone are the days of searching through scattered email threads or trying to piece together the history of an issue. Every detail, photo, interaction and update lives in one, easily accessible place.
Real-time updates: Keeping everyone in the loop
The ripple effects have extended beyond just being organised. The platform has created a new level of transparency and efficiency within the Service operations team.
“Constructive’s Maintenance enables the client to track progress and be informed about which trade is attending to each issue,” says Zoe.
This 24/7, self-service visibility has significantly reduced uncertainty for clients while minimising the number of status update request emails and calls that would regularly come through to the Maintenance team.
Instant action, better results
Summit Homes describes how Constructive’s Maintenance software has noticeably accelerated response times: “As clients are lodging directly via the Portal, their submissions are processed immediately upon notification — and trades receive alerts almost instantly,” reports Summit Homes. “It’s a very simple and efficient process.”
This immediate processing and notification system means issues are addressed faster than ever before.
A human touch
While Constructive’s Maintenance platform is highly automated, it hasn’t removed the human element from Summit Homes’ customer service. Instead, it’s enhanced it.
By eliminating the administrative burden of managing scattered communications and chasing up incomplete information, the Summit Homes team can focus on what really matters: providing excellent service to their clients.
Looking to the future
The success of Summit Homes’ Service digital transformation shows how you can elevate your entire customer experience while making operations more efficient.
With features like an intuitive, step-by-step lodgement wizard and real-time progress tracking, Constructive’s Maintenance platform has helped Summit Homes transform their warranty service period from a potential pain point into a standout feature of their customer experience.
“It’s simple and easy for our staff and clients alike,” concludes the Summit Homes team.
In today’s fast-paced residential home construction industry, finding ways to simplify processes while improving service is invaluable. Summit Homes successful rollout of their Service Portal proves that embracing digital solutions can deliver exactly that – creating happier clients and more efficient operations.
Ready to try Constructive Maintenance?
