By: Guillermo Salazar • 06 April 2024

The Unit-Centric Approach: Revolutionizing Customer Service in Home Building

In the ever-evolving real estate market, the concept of customer service has transcended beyond traditional boundaries. The home building industry, with its complex web of relationships involving builders, buyers, suppliers, and tenants, demands a specific approach to managing quality and service. It is essential to prioritize the home itself, rather than solely the customer, particularly throughout the warranty management phase so we can prevent future defects.

The Need for a Unit-Centric Data Focus:

Real estate market's dynamic ownership structures, characterized by frequent changes in unit(home) ownership, calls for a shift in perspective. A unit-centric approach to data management ensures that service and quality are maintained consistently, regardless of ownership changes. This strategy not only facilitates seamless transitions but also enhances the accuracy and efficiency of warranty management, service requests and quality management. Borrowing from manufacturing; by focusing on the product history, issues, and maintenance needs, builders can provide exemplary service that stands the test of time and ownership.

Addressing the Complexity of Relationships in Construction:

Traditional service management and CRM solutions often fall short in the construction and home building industry due to their inherent design for two-party transactions. However, the reality of construction projects involves a more complex network, including at least three parties (builder, buyer, and supplier) and sometimes even a fourth (tenant/resident). This complexity necessitates a system capable of managing the nuanced interactions among all stakeholders involved.Conventional systems' inability to cater to these multi-party relationships results in inefficiencies and communication gaps, ultimately affecting the resolution of issues and quality of service. A unit-centric approach, on the other hand, empowers builders to manage these complexities by maintaining detailed records of each unit, ensuring all parties are informed and involved in resolving any issues that arise.

The Solution: Embracing a Unit-Centric Approach:

Embracing a unit-centric approach enables a shift in how data is collected, managed, and utilized in the home building industry. This approach requires systems designed to capture and process unit-specific data, accommodating the intricate relationships between builders, buyers, suppliers, and (maybe) tenants. Such a system enhances operational efficiency, improves communication among stakeholders, and elevates the overall quality of service and customer satisfaction. This is a solution that is designed single, carriage, lane & multi-family world. The unit-centric approach represents a solution to the challenges faced by the home building industry in today's market. This approach not only benefits builders by streamlining operations and enhancing service quality but also ensures that the needs and expectations of all parties involved are met, thereby laying the groundwork for lasting relationships and trust.

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