Project Description
Company Description
Mattamy Homes is the largest privately owned homebuilder in North America, with a 45-year history of operations. It is Canada’s largest residential home builder and is ranked in the top 25 builders in the United States. The Urban division of Mattamy Homes specializes in mid to high-rise buildings from four to 50 stories in the Greater Toronto Area (GTA) and its surrounding areas.
The Challenge
The customer care team at Mattamy Homes was facing a common challenge to residential developers: call volume from excited homeowners. Not only was the sheer number of calls overwhelming, but there was also a negative effect to the construction teams on the ground as the constant back and forth communication with the customer care team was disruptive and costly.
The Outcome
Since engaging Timescapes, Mattamy Homes has experienced an 80% reduction in customer care inquiries as homeowners can get real-time visual updates on their development. In addition, the team at Mattamy discovered that the advantages of Timescapes extend beyond simplifying customer interactions. What began as a solution to one challenge turned into an opportunity to optimize various processes throughout the business.
- Improve project oversight with a digital paper trail
Mattamy's project managers can now remotely monitor projects daily, review activity via photos, and make decisions without site visits. Timescapes also aids in legal matters by providing detailed documentation and evidence to resolve disputes efficiently.
- Elevate its customer care experience
Timescapes revolutionized Mattamy's customer communication by giving client care coordinators real-time access to construction updates, eliminating the need to contact sites. Homeowners can view their build's progress via a shared link, reducing inbound inquiries by 80%.
- Plan future construction schedules with detailed historical records
With Timescapes, completed projects are kept on record, providing an extensive database of consistent project history. These timelapse projects serve as a historical reference for design teams working on similar future projects, providing an estimate of how long it will take to construct a similar structure.
- Modernize construction processes and enable faster decision-making
Mattamy Homes addressed change management concerns around schedules, safety, and privacy by ensuring the timelapse images captured aren’t sent out to homeowners in real-time, blurring faces, and providing clients with complete control over who sees the footage. Mattamy’s thoughtful rollout has led teams to proactively request Timescapes after recognizing its value in daily operations.
Client Testimonial
“Initially, we adopted Timescapes to improve customer engagement, allowing potential homeowners to see what was happening on-site without physical visits or constant email updates. However, the value of the technology quickly extended to project management within our teams.” David DeKort, Director of Operations at Mattamy Homes
Learn more
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