We spoke with La Vida Homes about their expansion into the South Australian market and how Constructive helps them stay consistent with customer experience.
Consistently building remarkable
When Western Australian leading home builder La Vida Homes made the decision to expand into South Australia, they knew their core values needed to be at the forefront of what they delivered.
“We literally live and breathe these values and make every business decision based on whether it aligns with them, putting the customer experience first,” says La Vida Homes South Australia.
- “We’re socially conscious and championing real change by reducing our carbon footprint
- We offer a hyper-personalised, customisable approach that’s transparent throughout the build
- We are digital-first, with online selections, renders and updates available 24/7
- We have a focus on excellent customer service”
A proven model
La Vida Homes says continuing with Constructive to consistently deliver on these values into their expansion was an easy decision.
“Of course, there were plenty of differences between the two states to navigate, from different soil types to different build methods. Ensuring we could partner with the right team members, developers, and suppliers was crucial.”
“As we’ve been using Constructive for the West Australian market several years, we have perfected our customer experience and functionality. So, when it came time to launch our retail offering in South Australia, it was a no-brainer to carry across our Constructive Portal.”
“Ensuring we partner with the right team members, developers, and suppliers is crucial. As always for us, it’s always about the people. That is the absolute, number one, best way to future-proof any business: take care of the people, and they’ll take care of the rest.”
“Having a proven model to base South Australia off was a huge time saver for our business and ensured that we didn’t miss a beat as we’ve perfected our WA Portal over time. Constructive’s platform can support a large number of users, which meant we didn’t need to worry about the growth.”
Delivering exceptional customer service from the get-go
“There were many reasons we decided to stick with Constructive for SA:
- Familiarity and expertise: Our WA team was extremely familiar with the Constructive Software so we could easily train the new SA team members on all the functionality, ensuring a smoother transition and fast implementation.
- Proven performance: As we’ve been using the software in WA for several years, we knew it would provide us with everything we need and result in satisfied customers.
- Seamless integration: By using Constructive in SA, we knew a seamless integration with existing systems was ensured, reducing the risk of disruptions and data migration challenges during expansion.
- Trust and reliability: Constructive has always delivered us reliable services and great customer service, so we knew we could confidently lean on the team to help us roll out the software in SA and combat any challenges that arose.
- Minimal disruptions: By implementing Constructive in SA, we knew we could maintain stability during the expansion process.
The transition has been seamless, ensuring we can deliver our clients the best customer service from the get-go!”
Customisation for a better customer experience
La Vida Homes South Australia has found Constructive’s customisation features essential in expanding into a new region. Duplicating their existing Customer Portal and orchestrated communications — and then tweaking them for a new market — has saved on set-up expenses and freed up staff time.
“Constructive has been a huge asset in helping us to scale our business quickly by allowing us to duplicate our WA Constructive Portal for South Australia and then make the specific changes needed to suit this different market.”
“Maintaining consistent messaging and communication across different states is vital for brand reputation. By having templates, content libraries and guidelines in place it ensured we had uniformity in all customer communications. This consistency helps reinforce our brand’s image and ensures a cohesive experience for customers, regardless of their location,” says La Vida Homes.
Automating client communications at scale
Constructive’s built-in automation has meant proactive communication is set up for La Vida Homes’ South Australian clients — with minimal work.
La Vida Homes reflects on the process: “Automating almost all our customer updates and product selections being done ahead of time has meant fewer human resources needed at the start to achieve the level of customer service we’re known for in WA, and time savers are a must for any new business. By automating processes, we could focus on more strategic, and when needed — personalised, interactions.”
“As Constructive has lots of tools for our customers to keep track of their building journeys, we have found our customers have a much better experience. Our customers don’t want to be kept in the dark about their progress, like they are with many other builders, instead, we lean into transparency by giving them forecasted dates and over 100+ updates throughout their build.”
A hyper-personalised and transparent approach to building
“Our goal for expanding into SA was to deliver the same hyper-personalised and transparent approach to building as we’ve done in WA,” says La Vida Homes.
“The building industry has unfortunately got a bit of a bad rap, but having Constructive on our side enables us to push through this stigma with:
- Transparent pricing on any upgrades and timeframes of each stage
- Ability to make selections in their own time
- Direct access to the team with contact numbers for everyone
- Interactive 3D models of the internal and external
- The progress timeline clearly shows what has been completed and what is upcoming
- Ability to upload photos to keep clients in the loop
- Automated emails to ensure clients never miss a milestone
- FAQs so we have informed clients
- Document storage that is never deleted”
Delivering on high customer service standards
“Working with the Constructive team has made the move a breeze in delivering our high customer service standards. They understand our business and how we like to service our customers.
When you work with companies that buy into your ethos, you have an extension to your team available to help!”
