Our strategic focus remains on the
delivery of a seamless, transparent end
to end experience for our customers,
making us easier to do business with.
A priority in the year has been the rollout
of our bespoke ‘Keys’ customer
relationship management platform across
the enlarged housebuilding business,
building upon the digital capabilities
previously deployed at Bovis Homes.
Keys provides a single platform to deliver
our on-going improvements in selling
and service capabilities and ensures the
visibility to our people, enabling improved
communications with our customers.
With their online account, our customers
can reserve their new home with
only 6 clicks on their mobiles, and we
have already taken more than 1,400
reservations this way.
We are introducing immersive 3D
experiences that enable a full digital site
visit where customers can walk through
the development, enter and explore the
homes and gardens, and make options
to tailor and personalise their experience.
These choices can then be provided
in truly personal and individual digital
brochures. Initiatives to date have been
very well received and we are looking to
roll-out this content across a wider range
of developments in 2020.
We highly value feedback from our
customers and proactively use it to
identify where and how we can improve
on our communication channels.
The launch of a new Bovis Homes Website
and the introduction of a trial of web chat
is a great example of how we strive to
provide our customers with what they
want and a greater choice of channels
with which they can interact with us.
Our stable of well recognised and
carefully positioned brands, Bovis Homes,
Linden Homes, Drew Smith and Vistry
Partnerships and product ranges, the
Phoenix range and Linden Collection,
ensure we have a breadth of offering that
meets our customers’ needs.
Further positioning and brand refresh
work has been completed this year with
the introduction of new uniforms and
The implementation and evolution of our
business systems and processes during
this year has enabled us to develop and
deliver more on-line training content
than ever before. Subject matter experts
have produced tutorials sharing their
knowledge and providing insights, hints
and tips to the wider workforce. We have
continued to work with the Institute of
Customer Service to ensure best practice
insight is provided from both within and
outside of industry.