Communication is the key to satisfying customers while reducing service costs
Positive customer feedback and solid referrals are crucial to home building success.
The MarkSystems® Warranty & Customer Service modules are designed to help you keep customers happy and subcontractors on task while identifying any recurring warranty issues that can be addressed during construction.
The key to successful customer service is communication. With MarkSystems, warranty personnel have instant access to the entire body of knowledge created during the sale and construction of each customer’s house. Customer service knows what options were sold, which subcontractors and suppliers were involved, and what correspondence occurred with every single homeowner.
Wonderland uses MarkSystems to manage their service tickets and quickly respond to homeowner requests
Communications and documents feed into the customer service knowledge base
Using this software’s document management capabilities, your construction plans, photos, emails, letters, and other documents automatically supply the knowledge base from which customer service can work.
Improve subcontractor response and control warranty costs
MarkSystems’ comprehensive home builder warranty software system tracks service requests by vendor, at-fault vendor, list type, and variance code. Using a single platform, the Warranty & Customer Service modules let you generate service order statements that are emailed directly to the subcontractor.
Delinquent service orders are tracked automatically. They display on each subcontractor’s web portal and result in held checks during payment processing. Of course, service orders can be delivered directly to each subcontractor using email, fax, web page delivery, or any combination thereof. Once the service order is created, no additional effort is required; the system communicates instantly and transparently between everyone involved.
Identify recurring problems to continually improve construction quality
MarkSystems’ Warranty & Customer Service modules help you identify trends in warranty service that may be the result of faulty construction processes or materials.
Using MarkSystems’ warranty dashboard, warranty trends are graphically displayed using any combination of criteria. Open service orders, completed service orders, average time to complete, and average open and closed service orders all are calculated to give you the best possible control over your customer service responses. With this system, patterns don’t go unnoticed, and spotting issues early allows builders to continuously improve construction quality.