“Radical Transparency”: The key to Brown Haven Homes’ success 

Brown Haven Homes, a Georgia-based builder, had tried using third-party software to gather customer feedback, but found it didn’t deliver the insights they needed.' Brown Haven President John Allen says, “We had no visibility when it came to customers, support staff, sales team, and subcontractors. We had virtually no insight into how we were doing as a company.”

The team also struggled to spot successes worth celebrating, which John saw as a missed opportunity. Frustrated with these gaps, Brown Haven turned to AvidCX for help.

Using Avid’s easy-to-use tools, the Brown Haven team has been able to collect important customer insights related to the customer buying experience. Says John, “We receive immediate results that help us make changes to improve the entire customer service process.” 

The Brown Haven team recognizes that good customer service matters, and that surveys can help them improve it. John continues, “The customer service experience is paramount in today’s world. Having the information you need to make quick decisions and respond to customer concerns is extremely important. Avid’s data has provided a level of ‘radical transparency’ that our company requires in order to provide the best service possible.”

Employees also feel more able to take action. John says, “AvidCX has helped our employees feel empowered to make the changes necessary to improve customer service.”

This ability to act, along with open feedback and a renewed focus on celebrating successes, has been key to Brown Haven Homes’ success.