BUSINESS OVERVIEW
Grand Homes was established in 1986, and is now the largest privately-held local home builder operating exclusively in the Dallas/Ft. Worth metroplex with more than 140 subdivisions. One of the premier builders in Texas and known for award-winning designs, Grand Homes focuses on quality building and service, and covers a lot of ground with its warranty service program.
BUSINESS CHALLENGE
- Grand Homes warranty service systems required a great amount of manual processing. Work orders were paper-based and faxed to the field, with status on requests unknown for days and sometimes weeks.
- The company needed a solution that could not only integrate with their existing infrastructure, but also allowed for easy tracking and real-time updating of work in progress.
- Management was lacking the ability to measure key performance indicators related to the efficiency of warranty service operations and its impact on customer satisfaction.
CORRIGO SOLUTION
- Grand Homes turned to Corrigo’s solution for its efficient work order dispatch and management capabilities, and its ability to facilitate bill-backs for repairs performed on work and equipment under warranty.
- Corrigo was easily rolled out to the company’s existing network, integrating seamlessly with the systems already in place.
- A web portal was created, giving homeowners the ability to easily initiate and track the progress of a service request, empowering them with access to information and reducing the workload for Grand Homes’ customer service staff.
RESULTS
- Significant time savings for both field technicians and service coordinators was achieved within days following implementation.
- Highly efficient processes have yielded both improved service levels and lower labor costs in the office and in the field.
- Since real-time access to warranty service requests is available 24/7 through the easy-to-use dispatch board, communication and awareness of work order status and time lines have been dramatically improved.
- Management can now easily view key performance metrics, with issue reports broken down by parameters such as geography to help pinpoint root causes of common problems and identify significant trends.
“Using Corrigo allows us to not only dramatically increase the efficiency and productivity of our warranty program, but helps us to provide superior value to our homeowners.”
Arlene Carpenter, Customer Service Manager & Tony Dismuke, Director of Home Services, Grand Homes
