Beazer Homes Selects Pivotal Homebuilder for Customer Care

One of the largest homebuilders in the Unites States chooses Pivotal to support customer care processes

Pivotal Corporation, a CDC Software company and a leading CRM solution provider for mid-sized enterprises, today announced that Beazer Homes USA Inc., one of the largest homebuilders in the United States, has selected Pivotal Homebuilder Front Office to support its customer care processes.

Headquartered in Atlanta, Georgia, Beazer Homes currently builds in over 40 markets in the Southeast, West, Central, Mid-Atlantic, and Midwest United States, and provides mortgage origination and title services to its homebuyers. With more than $3.1 billion in revenues in 2003, Beazer Homes is consistently ranked one of the top ten single family homebuilders in the nation. Due to continuing growth and a commitment to quality Beazer required an enterprise-wide system to support quality assurance and customer care operations. After a comprehensive review of several software products, Beazer selected Pivotal Homebuilder Front Office. Pivotal Homebuilder Front Office will help Beazer Homes provide a consistent, customer experience and timely resolution to warranty requests while enhancing the value and quality delivered with each home.

“Our customer care initiative is a key part of our long-term strategy to ensure we deliver quality homes as well as an enjoyable customer experience,” said Jonathan Smoke, CIO, Beazer Homes. “With over 15,000 homes closed in 2003, we required a software system to manage our increasing customer care requirements. Pivotal offered the best solution to address our customer care processes on an enterprise scale.”

Users can access a comprehensive repository of customer information, review the home history, and manage the complete service cycle, including automatically dispatching contractors, tracking service requests, monitoring service quality and tracking contractor and supplier charge-backs. And with seamless integration to other corporate systems, users can easily access all the relevant information on the homeowner and on the home, including selected home options, original contractor or supplier, and homeownership history to ensure that service requests are handled quickly and accurately.

According to Bo Manning, president and CEO, Pivotal, “Beazer Homes is a well-respected industry leader that is committed to delivering not only high-quality homes, but also an exceptional customer experience. The company’s unwavering customer focus combined with the Pivotal Homebuilder Front Office solution, which is uniquely designed to address customer care, positions Beazer Homes to further differentiate itself in the market on its reputation for customer service excellence.”

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