Archive for the ‘Warranty’ Category

Constellation Product Webinar Series

Monday, November 10th, 2008
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As you prepare and finalize your budgets for 2009, we wanted you to be aware of the following solutions that we have enhanced or released in the previous year.

We are also announcing an exciting 30-minute webinar series that can help you with the following:

  • Reduce production costs
  • Improve management insight
  • Build stronger customer relationships
  • Work more efficiently with suppliers and trades
  • Maximize upgrades on each sale

Sales and Home Buyer Solutions

Constellation-BuildSERV

Constellation BuildSERV’s hosted document library and online collaboration systems help builders manage home ownership documents and related warranty information. Our comprehensive services ease the task of organizing and compiling home ownership guides, and provide a method for delivering and tracking important buyer communications.


Enroll Now
– Tues. Nov. 11 @ 2PM EST

Constellation HomePlate – Home Buyer Portal

Constellation HomePlate offers home builders a secure, web-based portal for their homebuyers and homeowners from contract to post-warranty. It’s designed to deliver instant information to your customers anytime, anywhere.


Enroll Now
– Mon. Nov. 24 @ 2PM EST

Constellation Online Virtual Showroom

Constellation Online Virtual Showroom is a web-based lead generation tool that creates qualified prospects through unique visualization technology. Visitors to your website can mix and match exterior and interior colors and materials and see their choices instantly rendered on photographs of your model homes.


Enroll Now
– Tues. Nov. 25 @ 2PM EST

Constellation CRM

Constellation CRM is a comprehensive suite of customer relationship management solutions for all sizes of home builders. Designed to help improve customer communication, options selection, and upgrade sales, now is the perfect time to take a look at Constellation CRM.


Enroll Now
– Tues. Nov. 18 @ 2PM EST

FAST E-Leads and FAST Sales

FAST SALES and FAST E-Leads arms your sales team with the advantage they need to close the sale. FASTSales helps you streamline your sales process by automating follow-up and leveraging process-based workflow. With every sale a precious commodity you need a sales system that provides flexibility while maintaining accountability, that is FASTSales.


Enroll Now
– Thurs. Nov. 20 @ 2PM EST

Constellation CRM Design Center

Constellation CRM Design Center provides your design staff with the tools to quickly, accurately and profitably prepare complex measured goods configurations, such as flooring or custom countertops. If you are looking to maximize the profits from your dedicated Design Center, now is the time to consider Constellation CRM Design Center.


Enroll Now
– Wed. Nov. 12 @ 2PM EST

Construction Management and Communication Solutions

Constellation FOCUS

Constellation FOCUS is an integrated, web-based Business Intelligence (BI) solution designed to improve business performance through monitoring and proactive exception-based reporting. FOCUS can easily distribute pre-configured reports and notifications to suppliers, managers, employees and other business partners.


Enroll Now
– Wed. Nov. 19 @ 2PM EST

FAST Insight

FAST Insight helps you to make the critical business decisions necessary in today’s economy on a daily basis, FASTInsight provides dashboard level views and detailed decision support in real-time so you can make those decisions with confidence. Know in an instant your financial and operational health with FASTInsight.


Enroll Now
– Fri. Nov. 21 @ 12PM EST

Builder 360 – JobView 360

JobView 360 is a secure web-based project management solution designed exclusively for home builders to powerfully advance the flow of communication and develop reliable, partnerships between trade partners, subcontractors, and homebuilder employees.


Enroll Now
– Mon. Nov. 17 @ 2PM EST

Constellation LandDev

Constellation LandDev supports detailed and summary level budgeting, estimating, bidding, contracting, and payment processing with user configured authorization processes. Find mistakes on paper before they happen in the field and become too expensive or too late to fix. LandDev allows users to eliminate the paper chase with workflow technology that sends e-mail messages to targeted individuals for budget approval, change order approval, payment approval and notification, as required, leading to an unprecedented control of cost and schedules.


Enroll Now
– Mon. Nov. 10 @ 2PM EST

OnLocation-Schedule

OnLocation-Schedule is an award-winning, fully-integrated, wireless software application designed to meet the needs of field staff, home builders and suppliers. This easy-to-use application offers effortless monitoring and tight control of construction schedules and payment processes, while improving the efficiency of supplier communications.


Enroll Now
– Thurs. Nov. 13 @ 2PM EST

PocketFAST

PocketFAST works seamlessly with your FAST schedules to extend the benefits of an integrated management system to your production line. Field managers and vendors will be more efficient, more effective, and more accurate with PocketFAST, providing essential, time sensitive information throughout your organization, as it happens. That’s what you should expect with an enterprise system, and PocketFAST delivers.


Enroll Now
– Thurs. Nov. 13 @ 2PM EST

Constellation BuildPro

Constellation BuildPro is the leading, integrated, scheduling and vendor collaboration system utilized by home builders to effectively manage tight construction schedules and improve homebuilding efficiency. Over 10,000 builders and suppliers are using BuildPro and SupplyPro to help build thousands of homes more efficiently, communicate more effectively, and build stronger trade relationships. As an internet solution, the system is always available in the office, at home, or in the field.


Enroll Now
– Fri. Nov. 21 @ 2PM EST

New Product Preview

We are getting close to releasing several new and exciting products and services for home builders.

OnLocation-ConstructionManager

OnLocation-ConstructionManager allows you to schedule jobs, control payments, control production quality, and communicate with trades. With real-time exception control and quality monitoring, you can identify quality issues before it’s too late or too expensive. Your superintendents and quality control staff can quickly run though a checklist and identify problems. Not only are the problems identified and stored in NEWSTAR Enterprise, but you can take photos with your mobile device for management oversight and supplier communications. These photos serve as a record of deficiencies for suppliers and trades and ensure that everyone has the ability to see problems when they occur.


Enroll Now
– Thurs. Nov. 20 @ 2PM EST

OnLocation-DesignCenter

OnLocation-DesignCenter is an integrated software application that helps design center staff easily manage options, upgrades, and color selections and maximize home builder design center profitability. Using a barcode scanner, options, upgrades, and colors are easily captured and recorded in NEWSTAR Sales. From there, design center staff quickly generates the contract addendum and present it to the customer for approval. Design center staff no longer need to waste time keying product codes into the system while the customer waits.


Enroll Now
– Fri. Nov. 14 @ 2PM EST

Additional Information


If you have any additional questions, please contact Cathy Kotsopoulos at (888) 723-2222 or via e-mail at ckotsopoulos@constellationhb.com.

Constellation CRM User Conference

Monday, August 25th, 2008
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On Tuesday, October 7, 2008, Constellation CRM is pleased to invite you and your staff to our one-day Regional User Conference at the Hilton Suites in Anaheim, CA.

The agenda is the following:

  • Registration / Buffet Breakfast
  • Welcome Greeting / Company Overview
  • Constellation CRM Update
  • Product Updates
  • Processes and Custom Work
  • CSales Product Updates and Roadmap
  • Visual Product Updates and Roadmap
  • Technical Support Update
  • Hardware and Database Management
  • Roundtable Discussion
  • Click here to register or obtain additional information.

    Easy-to-Build Home Ownership Guides from Constellation

    Friday, August 8th, 2008
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    Constellation BuildSERV’s hosted document library and online collaboration systems help builders manage home ownership documents and related warranty information. Our comprehensive services ease the task of organizing and compiling home ownership and warranty guides, and provide a method for delivering and tracking important buyer communications.

     View the online demo and product overview.

    Master the Customer Touch-Point with Constellation HomePlate

    Wednesday, April 23rd, 2008
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    Customer touch-points can be mastered with Constellation HomePlate.  A touch-point is defined as all communication, physical and virtual interactions that home owners experience during the relationship life-cycle with their home builder.  Constellation HomePlate has become the key element for improving

    • Customer referrals
    • Customer communication
    • Customer satisfaction
    • Customer experience
    • Customer loyalty
    • Brand perception
    • Sales and profitability
    • Market share

    Every home builder understands the value of having a truly satisfied customer talk to others about their great home buying experience.  HomePlate helps you generate homebuyer referrals.

    Want to Learn More?
    For more information, or to schedule a free online demonstration of this solution, contact Constellation Sales at (888) 723-2222 or sales@constellationhb.com.

    About Constellation HomeBuilder Systems
    As the largest home building software company in the industry, Constellation has helped more than 1,400 home building companies manage their information technology costs with integrated software solutions to run their business from dirt to warranty. From planning to homeowner services, we have land development software, new home sales and marketing software, production, purchasing, scheduling, accounting, warranty and homebuilding vendor portal solutions designed exclusively for the home building industry.

    Media Inquiries
    Cathy Kotsopoulos
    ckotsopoulos@constellationhb.com
    (888) 723-2222

    What’s in a Name?

    Friday, March 28th, 2008
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    In a world of political correctness who would guess that something as seemingly innocent as calling warranty “customer care” could have negative repercussions? Certainly not companies striving to please customers. But builders should consider at least three points before naming their warranty department the customer care department.

    Big Picture Implications
    The old adage “Customer service is an attitude, not a department” applies. Having a department named “customer care” (or for that matter, “customer service”) implies to the rest of a company’s employees that customer service is the responsibility of the Customer Care staff.

    Service responsibilities and skills should be part of every job description in the organization. Precise performance standards for service should be integrated throughout each step of the experience, should express the integrity of the company, and should impress customers with its energy and attention to details. While these goals are certainly appropriate targets for the warranty staff, sales, mortgage, selections, construction, and closing personnel should share the same objectives.

    Homeowner Expectations
    Customer care implies great flexibility – a nurturing, generous, almost limitless package of services. This subjectivity is built into the title customer care. Homeowners are likely to expect service based on their personal standards and wishes.

    What actually follows in most cases is warranty service based on the company’s limited warranty guidelines and practices. Many points are non-negotiable and measurable standards are often applied. This objective approach contrasts sharply with the implications of the friendly name. A soft name does not guarantee that homeowners will hold a high opinion of warranty service any more than a bouquet of flowers will convince a buyer that his home is complete when it is not.

    “New Home Warranty Department” on the other hand implies a black and white set of repairs are available for a specified amount of time. Still, nothing in this name prohibits a builder from considering individual circumstances and making common sense exceptions when appropriate. Written warranty guidelines are a starting point – subject always to sound judgment.

    More is gained if the builder retains control from the beginning instead of attempting to take control back from homeowners who expected “customer care” – not just warranty service. When a warranty office begins with black and white guidelines then makes appropriate exceptions, it can be a hero to many homeowners. Conversely, starting with an undefined “customer care” image often leads to hostile opinions from homeowners when warranty requests are denied.

    Survey Savvy
    Many satisfaction surveys include questions about customer care – intending to gather feedback about after move in services. Builders logically interpret responses to these questions as an evaluation of the warranty person or department.

    Meanwhile, customers see a company’s service as a fluid component, coming from all personnel and all directions, flowing in and around the transaction from start to finish. Unless the questionnaire clearly identifies warranty service, the customers’ ratings may be a reflection of service from other departments: Phone calls not returned by sales? Pricing information slow to come from design? Lack of empathy from the field staff? Trade contractors eating lunch in their under-construction home?

    Frustrated warranty personnel often lament low ratings from survey respondents who have never contacted the warranty office. Imagine the effect of this if those same warranty personnel work under an incentive program and this confusion is costing them bonus money.

    Referring to warranty as “warranty” both on the organizational chart and in satisfaction questionnaires reduces the chances of such confusion and misinterpretation. Survey questions should ask customers to rate the service of each company function from sales through warranty. Feedback then provides more accurate indicators of where improvement is needed.

    A rose is a rose is a rose… but “customer care” and “warranty service” are not interchangeable names.

    Download PDF 

    About Carol Smith
    Carol Smith offers customer service assessment, consulting, and training programs for home builders. For more information, visit www.cjsmithhomeaddress.com.