Homebuilder Customer Touch Points

•Web Visit•Campaign Entry•Realtor

Introdcution

Introduction

• Sales Cycle• Sales Close

Sales Office Visit • Lender Application

• Loan Approval

Financing

•Build Process•Provide status to

client• Final Walk Through

Build Cycle•Build Complete• Loan Close• Funding•CSAT Survey

Close Cycle

•Customer Requests•Build Repair

Warranty Cycle

Business Event-First intro to builder-Multiple channels Realtor, Web, Direct, Referral-Nurture prospect-Convert to sales office visit

Tech Needs-Website-Campaign Mgmnt-CRM-Partner Mgmnt-Contact Center-Lead Routing

Business Event-Physical Sales Office visit-Sales Funnel-Follow Up Steps-Plan selection-Contracts-Sales Forecast

Tech Needs-CRM-CPQ-Contract Mgmnt-Inventory Mgmnt-Forecasting

Business Event-Lender Selection-Loan Application-Qualification-Loan Approval-Rate Lock

Tech Needs-CRM-Loan Origination and Underwriting-Contract Mgmnt-Forecasting

Business Event-Permitting-Build scheduling-Build start-Communicate status-Customer walk through(s)

Tech Needs-CRM-Schedule Mgmnt-Vendor Mgmnt-Build Forecasting

Business Event-Build completion-Close package to title-Title Appointment-Loan Close-Funding-CSAT Survey

Tech Needs-CRM-Schedule Mgmnt-Vendor Mgmnt-Close Forecasting-Campaign Mgmnt-Survey Tools

Business Event-Home close-Customer Needs Service-Request logged-Request validated-Vendor notified-Schedule repair-Complete repair

Tech Needs-CRM-Case Mgmnt-Schedule Mgmnt-Vendor Mgmnt-Close Forecasting-Contact Center-Survey Tools