Customer Relations Playbook

CUSTOMER RELATIONS PROCESS

WEEKLY TEAM MEETINGS Communication is a fundamental driver of success. Regularly convening as a team is essential to fostering effective communication and ensuring alignment across all Century associates. Whenever appropriate, consider inviting other relevant associates from your division, such as those from Land Development, Marketing, or Sales, to join the meetings. BUILDPRO WARRANTY We previously discussed how the majority of tickets are created when our Homeowners submit requests through Century’s Homeowner Portal. This section showcases how Construction Managers and/or Customer Relations Managers are responsible for performing service. You have the ability to manually create tickets, line items, and work orders on behalf of our Homeowners. An example where this would apply would be an elderly person who does not have access to a computer, or someone who has a medical condition and is unable to access the internet. After noticing a warrantable item, you can assist them by initiating a ticket and work order to the Trades on their behalf. How to Login to BuildPro • Enter your company email address. • Ensure “Single Sign- On User” toggle is selected. That way, if you are already logged into your Century computer, BuildPro will recognize that you are logged into the Century system and automatically log you in without a password. • Once logged in, the BuildPro homepage will appear. • Hover over “Warranty” and select “Add a Ticket”. • Enter the home address into “Job” field and click on “Search.” If the address was entered correctly, the home will appear. Click on “Add” to create a ticket. • From here, you must select “Ticket Type” from the dropdown. It is required to add in a description in the ticket summary area and in the description area along with the other required dropdowns in the line item. Once complete, click “Update”. • Click the “Select” box next to item number, then click “Create New Work Order” and the work order request will appear.

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