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.