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Buildertrend is the leading residential construction management platform, empowering contractors to take control of projects and bring efficiency, organization and seamless communication to every aspect of their businesses since 2006.
In 2023, CEO and co-founder Dan Houghton tasked the entire business with putting the customer at the center of every conversation, decision and update to our software platform.
Buildertrend’s Customer Service department always has operated with the philosophy that when our customers succeed, the team succeeds. However, under this new business-wide directive, the department saw an opportunity to further hone their customer-centric approach.
They cut down on unnecessary meetings, prioritized time to complete role-specific training and found new ways to listen to our customers.
Beyond day-to-day workflow changes, leadership overhauled the department's structure to help our people be more effective and provide tailored service and support based on customers’ needs and goals. From reducing book sizes to updating processes and quality assurance standards, 2023 was an opportunity to reset and recommit to the reason why we’re in business – to help our customers Work Simpler and make their businesses more successful.
Amid these and other organizational changes, the Customer Service department remained steadfast to its goal of providing the award-winning customer training, service and support they’re known for.
Year-over-year, our Customer Support Specialists answered more calls and maintained a +97% answer rate.
Buildertrend launched a new employee bonus opportunity to maintain and incentivize the highest call support standards. We know that building connections, empathy and fostering a true spirit of collaboration leads to better results for our customers. As a result, this bonus program is intrinsically linked to these and other desirable behaviors that drive customer satisfaction and loyalty.
Customer Support Specialists are ranked monthly by our Quality Assurance team, which reviews 12 customer calls per person. Calls are scored for fundamental skills like friendly greetings and closings, to more complex proficiencies such as platform knowledge, customer empathy and effective resolution. To qualify for this monthly bonus, representatives must score an average of 97.5% or higher.
Our Customer Success Coaches developed and delivered more training than ever before. In 2023, they led more than 45,000, one-on-one customer trainings to help our customers dive deeper into role-specific workflows.
Buildertrend Learning Academy, established in 2022, empowers customers to set their own learning pace with free online courses and certifications tailored to their needs and roles. In 2023, customers enrolled in nearly 180,000 courses (50% increase YOY) and completed almost 70,000 hours (30% increase YOY) of training in 2023. Additionally, virtual online seminar enrollments increased by 247% in the second year of this learning program.
In 2023, the team launched a new survey to measure how satisfied Buildertrend customers are with their training experiences. The first 2,500 customers we surveyed ranked Buildertrend’s continuing education offerings with an average CSAT of 95%.
The team scheduled more than 2,000 Strategic Business Reviews in 2023. These highly-consultative meetings drive deeper unlocks for our customers by introducing add-ons when their businesses are ready to utilize more software features based on their goals. They also provide additional outlet for Buildertrend to listen to its customers and align platform updates with their greatest needs.
The results from these and other customer-centric efforts led to rapid improvements as reflected in a record-breaking decrease in monthly account churn, which is down by 170 basis points since May 2023.
Outside of its goal to provide quick and effective answers to our customers’ questions, the Customer Service Department is known for its camaraderie and cultivating a team culture that helps every team member grow and succeed.
While the metrics speak volumes about the department’s customer focus improvements, their deep commitment to building personal relationships, providing top-notch customer support and helping teammates be successful, these strides are best conveyed by them. Review supporting materials to hear first-hand what makes Buildertrend the Customer Service Department of the Year.
Nomination Title: Buildertrend | Customer Service Department
