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


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.

Share this story

Read More Customer Stories

Carlos Bakery
Make your Client Experience More Appealing
Trifecta and Carlo’s Bakery transform the in-store customer experience from transactional to social with a mobile iPad POS solution powered by the Salesforce Platform.
Herff Jones
Graduate from Antiquated Processes using Custom Solutions
Trifecta built a responsive Salesforce solution for the Herff Jones sales representatives that increased operational efficiencies and doubled user adoption.
C.F. Martin & Co
Amplify Value for Partners and Dealers with Salesforce B2B Commerce
Trifecta’s B2B commerce solution for C.F. Martin enhances the experience for their network of authorized dealers by providing them a dedicated space to place and check status on orders.

We use essential cookies to make our site work. With your consent, we may also use non-essential cookies to improve user experience and analyze website traffic. By clicking “Accept,” you agree to our website’s cookie use as described in our Privacy Policy.