By: Guillermo Salazar • 17 April 2024

Why Your Builder Software might be failing to Deliver on Quality and Service Excellence

The adoption of software solutions in home building operations has dramatically transformed the approach to planning, executing, and overseeing construction projects. Typically to this digital evolution are two pivotal types of software: project management software and CRM (Customer Relationship Management) software. Project management software streamlines the construction process, from initial planning to completion. CRM software focuses on the pre-sales phase, emphasizing the management of prospect relationships, marketing & sales.

Service management software is often missing

Service management software is tailored to address post-construction needs, managing service requests, repairs, and ongoing maintenance to ensure customer satisfaction and uphold quality standards. Many builders use the work order management part of their project software or CRM to manage service management. The systems available are a big part of the post possession problem.Despite their critical functions, a disconnect exists between what these software solutions offer and the service management needs of home builders, particularly in quality and service management functions. This is why most major industries separate the software functions for project management and operations / service management. Project management is not for service management, and work order/ invoices carry too little data to support quality management.

Why Project Management is not supposed to work for Service Management:

Project management software excels in mapping out the construction process as a series of dependent events. However, it falls short in service management, which demands speed to resolution and the flexibility to adapt to unforeseen issues. The construction-centric design of most project management tools does not cater to the dynamic nature of post-construction service requests, leading to inefficiencies, delays in issue resolution, and ineffective defect reporting.

Why CRM software is not supposed to work for Service Management :

CRM software is fundamentally geared towards managing customer relationships, focusing on documenting interactions, customer histories, and related information. While this focus on customer-centric data is invaluable, service management needs to orient itself towards a quality-centric approach for optimal effectivenessThis reorientation towards quality mirrors best practices in manufacturing, making service management the key hub for quality management data, encompassing issues and resolutions concerning both products and customers. Such a strategic shift away from an exclusively owner-centric viewpoint towards a broader quality-focused perspective is critical for identifying patterns, anticipating potential problems, and ultimately elevating the quality of construction projects.

The Reliance on Spreadsheets and Forms due to Software Limitations

The limitations of available software solutions have led many builders to rely on spreadsheets and forms to manage service and quality functions. This reliance on manual processes and adhock systems highlights the software industry's failure to deliver solutions that meet the specific needs of building operations.The drawbacks of this approach, including data fragmentation, lack of real-time insights, and increased risk of errors, underscore the urgent need for software that is both comprehensive and tailored to the unique demands of the building industry.The gaps in current software solutions for home building operations presents an opportunity. To achieve the levels of operational efficiency and quality management required, it's essential to bridge the divide between the capabilities of existing software and the real-world needs of builders.Solutions must focus on creating product-centric, flexible solutions that prioritize speed to resolution and leverage service management as a cornerstone for quality improvement AND customer experience. By acknowledging these needs and working collaboratively towards innovative solutions, the building industry can lay the foundation for a new era of quality, service and customer excellence.

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