Overview

Cedarglen Homes, a Calgary-based home builder known for its high-quality craftsmanship, sought innovative ways to improve its post-sale customer experience. They aimed to optimize their one-year walkthrough experience, a critical touchpoint in maintaining customer satisfaction and addressing warranty concerns.

Challenge

Traditionally, one-year walkthroughs required in-person visits, which poses logistical challenges for homeowners and Homes Coordinating schedules and traveling to different sites often wasted time and added costs.

With IrisCX, medium sized home builder turned one-year walkthroughs into simple, real-time video sessions that make inspections, collaboration, and planning easier for everyone. This approach delivers key benefits that enhance efficiency and customer satisfaction:

Convenient Remote Inspection: IrisCX enables medium sized home builder to conduct detailed remote inspections in just 30 minutes, utilizing advanced in-call tools like AI task generation, on-screen markup, screenshots, file sharing, screen sharing, multi-agent support, and more.

AI Service Requests: IrisCX AI creates detailed service requests for each inspection, including video snippets, photos & text from the interaction. These requests provide clear details for identified issues, ensuring Trade Partners are well-informed and prepared. By streamlining the process, it minimizes manual data entry, enhances communication accuracy, and enables more efficient and effective service resolution.

Easy to Connect: Homeowners only need to click a link in an SMS or email using any smart device, making it very easy for homeowners of all skill levels.

AI Support Chatbot: An integrated AI chatbot supports medium sized home builder’s team by indexing queries in real-time using their document library, providing accurate, prompt, and consistent responses.

Impact

IrisCX has transformed how medium sized home builder supports its homeowners, making inspections faster, easier, and more impactful.

• Increased Efficiency: Walkthrough times were shortened, allowing medium sized home builder to serve more customers more quickly.
• Cost Savings: Virtual walkthroughs reduced travel and in-person visit expenses.
• Enhanced Experience: Customers appreciated the convenience and professionalism of virtual sessions.
• Faster Resolution: Real-time video enabled quicker identification and resolution of issues.
• Clear Documentation: Screenshots ensure clear and effective communication with the Trades team.

One homeowner said, “The virtual inspection was very convenient. I didn’t have to take a day off work, and all my concerns were addressed. It shows that the company cares about its customers and uses new technology.” Customer Insight

Conclusion

With IrisCX, this Homes streamlined their one-year walkthroughs, creating a faster and more cost-effective process focused on customer convenience. This approach demonstrates how technology can improve both customer satisfaction and operational efficiency. This continues to explore opportunities to expand the use of IrisCX video solutions across other services, reflecting their dedication to improving the homebuilding experience