Our client is a high-end resort-style community developer and builder. They are well-known for their highly customizable floor plans, elevations and features. Home buyers can create nearly custom homes through a wide array of options, from paint and finishes to flooring, lighting, appliances, and more.

Business Problem: Unfortunately, the business was operating on a cumbersome 20-year-old ERP platform that was using outdated technology and was poorly supported by a small vendor. In-house they also utilized a second application—a 15-year-old custom-built customer service application which was also built on old technology. The two systems didn’t communicate, forcing the client to dedicate resources for a high degree of manual entry to process the home and warranty data into the customer service application. With so many customizable options, there were daily issues tracking, communicating and managing the build process with subcontractors as well. 

Solution Provided: DHX began the project with a series of client discussions to ensure we understood the business processes, existing systems, challenges and desired workflows. We first built a new, modern customer service application that integrated with their existing ERP system, adding workflows to automatically update the data between the two platforms. Using a highly consultative approach, we then designed the new platform to support the scope of business operations and processes, and to ensure accurate information was delivered to employees, customers, and subcontractors where and when they need it. The new multi-system integration platform is mobile-friendly, making it easy to use when onsite with customers.

Business Benefits: The new software system eliminates the risk associated with the outdated, non-supported technology the client was previously utilizing. The automated data integration between the two systems enhances customer service, providing more efficiency and driving higher customer satisfaction ratings. Most importantly, the new system ensures that accurate information is delivered, tracked and managed. The modular architecture developed by DHx makes it possible to replicate portions of the ERP system over time to increase efficiency and scalability. This makes it possible to add future elements to the system architecture, such as: a module to track contracts and special terms, a new system to support the sales team, and a new customer-facing self-service portal. 

This multi-system integration positions the client more competitively in the market. This large custom home builder can now more easily manage customizations, the warranty process and communication with both internal customer service representatives and subcontractors, as well as provide easily accessible documentation for homeowner customers.