Company: Buildertrend | Omaha, NE
Company Description: Buildertrend is the leading residential construction management platform. Since 2006, we’ve empowered contractors to take control of projects and bring efficiency, organization and seamless communication to every aspect of their business. For over 1 million users across 100 countries, Buildertrend has made it easy to run successful projects and deliver a five-star experience to homeowners.
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Department of the Year
 Nomination Title: Buildertrend | Customer Success
- Which will you submit for your nomination in this category, a video of up to five (5) minutes in length about the nominated customer service organization's achievements since the beginning of 2021, OR an essay of up to 650 words? (Choose one):
An essay of up to 650 words
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the nominated video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video:
- If you are providing an essay of up to 650 words, place it in the following space:
Total 598 words used.
Buildertrend is the leading residential construction management platform. Since 2006, we have empowered contractors to take control of projects and bring efficiency, organization and seamless communication to every aspect of their businesses.Our Customer Support team has served more than 1 million users across 100 countries. Each day, they partner with home builders, remodelers and specialty contractors of all sizes, and scale their service and support efforts to meet customers' immediate needs and long-term business goals. Whether contacting our Customer Support team via phone call, chat or email, our customers can expect the same friendly, knowledgeable and timely support Buildertrend is known for. Despite increasing volumes across the board, the team has maintained an elevated level of customer confidence, with the satisfaction scores to prove it.
In 2022, the team increased its customer answer rate to 97.20% from 96.84% in 2021, and maintained an average call wait time of 15 seconds. Additionally, the team increased its Customer Satisfaction (CSAT) score from 97.56% to 98.53% [REDACTED FOR PUBLICATION]. They also improved their automated chat resolution bots, which resulted in immediate solutions for 25,495 customer issues last year. Collectively, these quick answers gave customers 10,305 hours back - to build their businesses and their lives. Firmly rooted in Buildertrend's promise to help our customers Work Simpler, the Customer Support team guides our customers through every step of their customer journey. To maintain our award-winning level of service, Buildertrend tripled the size of its Customer Support team in recent years, adding new roles in Quality Assurance, Quality Control and Customer Success Strategy & Operations.
Not only have these dedicated teams helped level up our internal processes, but they have also provided a deeper level of ongoing education and product knowledge to our support teams. In tandem, they have developed more tailored resources, workflows and insights for customers, all at the right time.
From virtual learning opportunities to on-site consultation, Buildertrend provides a variety of tools and resources to meet our customers where they are. In 2022, the team conducted 1:1 virtual training with 53,484 customers and facilitated 139 on-site consulting sessions aimed at improving customer knowledge and experience within the platform. The team launched a new virtual learning experience to educate and inspire customers, hosting 156 live webinars in the first six months of the initiative alone. This resulted in 2,000 customer enrollments.
Finally, a cross-functional team worked to enhance the Buildertrend Learning Academy, which provides free, at your own pace courses and certifications to help our customers optimize their experience in the platform and grow their businesses. New targeted content, personalized experiences and greater accessibility led to 110,000 course registrants (163% increase from 2021), a 60% increase in course completion (industry benchmark is 40%) and nearly 20,000 new students.
Beyond the metrics, what makes Buildertrend's Customer Support team stand out is that they care deeply about their customers and their teammates. They take pride in their work and the family-like team culture they have cultivated. They have a personal stake in helping their fellow team members grow and bring curiosity and empathy to their daily roles.
The Customer Support team knows that they are making a direct impact on our customers when they can deliver reliable answers to their questions, quickly - making it easier for builders to run successful projects and deliver a five-star experiences to homeowners. And our customers know that no matter the roadblock, our Customer Support team is just a call, email or chat away.
- If you are providing written answers for your submission, you must provide an answer to this third question: Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the nominee's past performance (up to 250 words):
Total 149 words used.
Answered over 122,000 calls. 97.20% answer rate.
Maintained average call answered rate (15 seconds) despite higher call volumes
Increased CSAT to 98.53% from 97.56% despite a 26.5% increase in chat/email volumes.
Expanded Customer Support team by 60 to allow for more tailored customer training/continued education. Added roles in Quality Control & Assurance.
Improved automated chat resolution bots, resulting in 25,495 immediate resolutions. Time saved for customers: 10,305 hours.
Updated Buildertrend Learning Academy driving a 55.75% increase in course completion.
Introduced Customer Success Plans to improve outcomes based on customers' greatest needs.
Established a Customer Success Strategy & Operations team to deliver customized resources, workflows and insights to customers.
Completed 1:1 virtual training with 53,484 customers. Held 139 on-site consulting sessions to improve customer knowledge and experience in the platform.
Launched virtual learning experience and hosted 156 live customer-focused webinars.
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