WARRANTY & CUSTOMER SERVICE

Warranty & Customer Service

KEY TO CUSTOMER SATISFACTION

Now more than ever, positive customer feedback and solid referrals are crucial to home building success.

The IHMSTM Warranty & Customer Service modules are designed to help you keep customers happy, keep subcontractors on task, and identify any recurring warranty issues that could be addressed during construction.

The key to successful customer service is communication. With IHMSTM, warranty personnel have instant access to the entire body of knowledge created during the sale and construction of each customers’ house.

Customer service knows what options were sold, which subcontractors and suppliers were involved, and what correspondence occurred with every single homeowner.

Using IHMS Document Management capabilities, plans, photos, emails, letters, and more are automatically part of the knowledge base that customer service can work from.

 
IHMS Warranty Dashboard

CONTROL WARRANTY COSTS & IMPROVE SUBCONTRACTOR RESPONSE

Track service requests by vendor, at-fault vendor, list type, or variance code. Using the power of a single data base, IHMS Warranty & Customer Service modules let you generate service order statements that are emailed directly to the subcontractor.

Delinquent service orders are tracked automatically, displaying on each subcontractor’s web portal and resulting in held checks during payment processing. Of course, service orders can be delivered directly to each subcontractor using email, fax, web page delivery or any combination.Once the service order is created, no additional effort is required: the system communicates instantly and transparently between everyone involved.

 

IDENTIFY RECURRING PROBLEMS & IMPROVE CONSTRUCTION QUALITY

Mark Systems’ IHMS Warranty & Customer Service modules help you identify trends in warranty support that may be the result of construction processes or materials.

Using IHMS Executive Dashboard™ module, warranty trends are graphically displayed using any combination of criteria. Open service orders, completed service orders, average time to complete, and average open and closed service orders all are calculated to give you the best possible control over your customer service responses.

The Bottom Line: Mark Systems’ IHMS Warranty & Customer Service modules engage customers, improve home owner satisfaction, and reduce service costs.

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