Toll Brothers

Build Efficiencies through Automation

Toll Brothers is the nation’s leading builder of luxury homes. Since 1967, Toll has embraced an unwavering commitment to quality and customer service. The Fortune 500 company was ranked the #1 Home Builder Worldwide for six consecutive years in FORTUNE Magazine’s “World’s Most Admired Companies” list. Through several strategic acquisitions, Toll has launched several branded divisions, such as Toll Brothers: Active Adult, Toll Brothers: City Living, and Toll Brothers: Apartment Living.

Project Impact

Industries

The Challenge

To demonstrate their commitment to customer service, Toll Brothers would strive to send out customer feedback surveys following the settlement closings for each of their properties.

However, employees had to manually track these closing dates, which led to inaccuracies and delays. The surveys themselves were conducted over the phone, which was inefficient and time-consuming. Further, the successful completion of these surveys was heavily dependent on whether the service reps called at a convenient time for clients, and whether the clients felt comfortable sharing their honest responses. Toll’s challenge to Trifecta was to find a way to streamline the process to maximize efficiencies, increase response rates, and create more accurate reporting capabilities.
Our Strategy

Trifecta automated the customer survey process by building a custom application solution in Salesforce, integrated with Toll’s proprietary database.

Settlement dates entered in the system would trigger a notification to the appropriate Toll employees as well as an email with a link to the survey. We designed and leveraged a custom HTML template in Salesforce, streamlining the survey process. It allows clients to take the survey at a time that is convenient for them, skip questions that may not apply to their unique situation, and craft thoughtful responses.

The Results

The Toll Brothers’ surveying process is now modernized, reducing inefficiencies.

Their reps spend less time calling customers to collect survey responses, yet Toll is now able to capture more data than ever. Customer responses are automatically input to Salesforce, where service teams and Toll executives can view results via custom dashboards and quickly create reports to track success.

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