“Constructive has taken away the focus on reactive responses to inbound queries around construction updates. Now I can have my staff focus on other things in the business,” Claire Wagner, Sales Manager — Superior Building Group.
With a history spanning over 25 years in construction, Superior Building Group are a customer experience-led builder who know their clients well: savvy home-builders who value personal service and transparency.
Superior Building Group has a strong brand promise: individual, friendly and knowledgeable service with transparency all the way.
Prior to Constructive, they didn’t have a way to effectively translate this promise digitally. They needed to embed a Customer Portal within their day-to-day operations to consistently deliver educational information and progress milestone construction updates to keep clients informed and supported.
Reducing the noise
Claire says since implementing the Customer Portal, the level of inbound noise has “dramatically dropped — almost overnight. Previously, a call or an email would spark a reactive response.”
Saving hours and hours every day
Progress Milestones have been saving lots of time and effort for Superior Building Group employees, now no longer having to react and reply to queries, make calls to find out where progress was at, and then calling or emailing clients back again to relay the information.
An “overwhelming increase in happy clients”
Claire says they’re very much invested in feeding their Portal with information, documents and photos as they’ve experienced “an overwhelming increase in happy clients feeling involved and up-to-date with the progress of their build.”
“We’ve eliminated the disconnect between the office and clients — and changed the mindset of a client that worries no one is running their home build,” explains Claire. “Our Portal is their “online supervisor”, a new and improved communication method. Trust has been restored.”
Excelling at client experience
“With increased dialogue, we’re giving clients the best experience that they’re going to recall and remember,” says Claire.
“They see this as a professional upgrade and as a tool that they love, especially in isolation periods, where people can’t drive or see updates on site.”
Claire has enjoyed observing happy clients sharing progress on construction updates from their Portals on social media. “I love that people have been showing friends and family. And I’ve even caught people on Instagram talking to each other about the Portal saying they love daily updates they receive.”
Client feedback through the Messages area has provided Superior Building Group with positive feedback around milestone updates and information sharing. “The message tool has been great; our clients are using that more and more. Even just to say: Thanks for the update, keep it up!”
Building education
Superior have found the progress milestones component of the software educational for clients in fully comprehending the lifecycle of building a new home. This has directly influenced them to become more patient throughout the process. “It’s been a light-bulb moment for most of our clients in understanding how much is actually involved,” says Claire. “That it’s not just paint and carpet and give me the keys. It has just calmed people down a bit.”
Life-changing
“All in all, I’m so happy and it has changed my life. Grateful is an understatement. For a business that has craved a solution of communication, this has ticked all the boxes for us.”
Improving client communications is easy with Constructive
Now a home building industry requirement, a Customer Portal can help you improve communications through automated messaging around construction updates, fully customisable to your unique workflow. With documents, photos, activity updates, surveys and more, Constructive Customer Portal can help you create a successful digital communication strategy to engage your clients, all within one convenient online platform.
