June 14, 2022

Boosting Customer Experience with Home Personalisation - Why Does Configuration Matter?

Merikanto Riekki

BIM-based online home configurator is one of the ground-breaking solutions in today’s building industry. It allows residential builders and developers to create a fully digital end-to-end customer experience the modern homebuyer is expecting. For many, the customer experience is similar to the real-life example of retired couple’s home buying experience, which paints a very tangible picture of why a smooth working online-based configuration is essential in today's home building process.

Remote home personalisation saves both time and money

Our couple is in their mid 60’s, and at the stage of their life where their children have moved away from the family home over a decade ago. Wanting to fully enjoy their retirement years, they opted for selling their house and switching it to a new build apartment. They ended up buying a flat on an urban high-rise and felt joyous about their new purchase and excited about the possibility of getting to choose the inside furnishings and materials. This was something they had not been able to do before. However, as the time came for them to do the material decisions and make the possible design alterations, the process itself turned out to be quite complicated and left a lot to be desired.

To make even the simplest choices, they needed to physically travel to the developer's office multiple times. The office was located 80 km away from their home, and even the smallest tweak in the plans demanded this 160km travel, costing them heaps of time and money. After all of the travel and design meetings, the couple received five different quotes, all in separate emails, for their new home. Now you can only guess what this meant for the end result. Yes, that’s right, an apartment that was built with the wrong specifications. This left the couple less excited and more exhausted. In other words, there’s a lot of room for improvement in customer satisfaction in this case.

You want to be answering homebuyers’ rising expectations

In Deloitte’s recent yearly consumer review, the consulting company has studied consumers’ growing demand for personalisation. They are predicting a strong growth in the amount people will want their purchased products and experiences personalised. The more money customers are paying for the product, the more they appreciate the personalisation. Now it’s only natural that a house or an apartment falls into the high personalisation category, and today’s homebuyers are increasingly more value appreciative.

As a building developer, to be able to offer the best possible personalisation experience for your customers, you’ll need the best practices in place. So what does that include? At GBuilder, we do have a comprehensive solution for you. The personalisation process itself needs to be simple and fully automated. All of the property updates, changes, and furnishing choices should definitely be done digitally. This will decrease manual labour hours significantly and will free extensive work hours from various departments to be allocated elsewhere.

Today’s consumers have also grown custom to taking care of their business online, and buying a home should not be an exception. How wonderful is the situation where the homebuyer gets to sit back, enjoy a cup of tea, and browse through the personalisation options at the ease of their living room? With GBuilder’s configuration module the homebuyer gets to do exactly that. They’ll be able to consider the options with enough time and see the exact cost of the project as they make the changes. The buyer gets to view all of the design options the developer offers on either mobile, tablet, or desktop. No need to travel long distances for a design meeting, and no need to second guess the decisions made in that appointment. Also, GBuilder’s platform lets the homebuyer make several design options, but only one of those options is eventually confirmed by a built-in e-signature. Therefore the builder can be sure they have the right specifications when moving forward.

All is done with a click of a button

Digitalising your processes is as important for you as it is for your customers. By managing the whole home building process digitally you’ll have the building's lifecycle at your fingertips at any time. GBuilder’s digital portal and configuration module - one of a kind in the world by the way - enables you to keep track of every personalisation choice made in a building, thus providing you with a deeper insight into customers’ purchasing behaviour.

Configuration will also save you money by practically eliminating mistakes from the building process. Because every single material choice and change order is documented in real-time on the digital platform, all of the stakeholders in the project will be up to speed every day as the project progresses. You’ll be able to say goodbye to time-consuming manual tasks and surprising changes late in the project.

If you would like to know more about home personalisation and the latest trends in home building, go ahead and download our Configuration 2.0 white paper.


GBuilder white-paper cover titled "Configuration Module 2.0 - The Hearth of a Modern Customer Journey"

Download GBuilder white paper

Why now is the right time to invest in digital customer journey management with the help of a configuration module and boost your sales and ROI simultaneously.

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