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BTService Best Practices

Revised November 7, 2008

 Aging Levels

Consideration(s)

Define aging levels based on how you want to track/report service requests with an "open" status.

Example(s)

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Request Custom Fields

Consideration(s)

• What information about requests and/or items do you want to track/report?
• What information about requests and/or items would be useful in helping you to improve your warranty/service process?

Example(s)

The use of codes may be as varied as the number of builders.  You can track custom information at the Request or Item level.  The following examples have proven somewhat common across many builders.

• Defect Category - As Reported.  Specifies the defect as reported by the owner.  It may or may not prove to be the root cause defect.
• Track at the item level.
• The user uses the contracted trade list that already exists within the BuildTopia application (BTBuilder and BTSales customers).
• Include as many codes as you desire: 04.Excavation, 05.Foundation, 07.Framing Carpentry, 09.Roofer, 11.Plumbing, 24.Flooring, etc.
• As desired and as appropriate, subdivide any or all of the codes into subcodes: 09.Roofer may include subcodes of Structural and Cosmetic; 24.Flooring may include subcodes of Hardwood, Carpet, Vinyl, and Tile.
• Download Basic Defect Codes Sample
• Download Advanced Defect Codes Sample
• Defect Category - Root Cause.  Specifies the root cause of the defect.  It may or may not prove to be the same as the originally reported defect.    
• Track at the item level.
• The user should use the same structure for codes and subcodes for root cause as was used for the field Defect Category - As Reported (above).
• Warranty Version.  Specifies the version of the warranty used for the specified owner/request.  
• Typically tracked at the item level.  
• The user may subdivide into warranty sections (codes) and even specific warranty paragraphs (subcodes).
• Dispositions.  Specifies a disposition code.  
• Tracked at the item level, as the BTService application "automatically" tracks request-level dispositions.
• Urgency.  Specifies the category of urgency.  
• Tracked at the request level, as the BTService application "automatically" tracks item-level urgency.  
• May subdivide into various response times.

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Homebuyer Homepage

Consideration(s)

• What directions do you want to provide the owner for submitting requests via the homepage?
• Do you want the BuildTopia system to generate an automatic email response to the owner at the time the request is submitted?

Submitted requests are captured within BTService as unassigned or open requests, depending on the user's setup of an auto-assignment process of requests to CS Reps.  Do you also want to notify others that a request has been submitted via the homepage?

Example(s)

The following examples are suggested text only.

• Header- You can simply copy and past the text below into BT.

<i>Please<i> follow written guidelines in your warranty manual for submitting service requests via this website.

• Return Email Template - To create a template go to the DM module and select 'Compose Email Template'. You can simply copy and past the text below into BT.

Template Name = HBHP - Service Request Received

Subject = Warranty Request Received

Body =

@@owner_name@@:

Thank you for submitting a warranty request for your home at @@lot_address@@.  A Warranty Service Representative will contact you within two calendar days to (complete text).

Sincerely,

@@btservice_manager_name@@

• Email Notification Template - To create a template go to the DM module and select 'Compose Email Template'. You can simply copy and past the text below into BT.

Template Name = HBHP - Assign Service Request

Subject = Assign - HBHP Request

Body =

The following request was received via a homebuyer homepage website. Owner Name: @@owner_name@@ Owner Address: @@lot_address@@ Project: @@project_common_name@@, @@project_city_state_zip@@ Request #: @@request_number@@ Request Summary: @@request_summary@@ Please check the unassigned request list and assign ownership of the request within the next business day.

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Dispositions

Consideration(s)

• What closing statuses are commonly experienced?
• How do you want to classify the various status for which a request is closed?

Example(s)

1. Completed-Homeowner Signature Pending
2. Completed-Homeowner Signature Received
3. Completed-Homeowner Signature Refused
4. Completed-Internal Inspection
5. Duplicate Request
6. Not Complete-Homeowner Refused
7. Not Complete-No Access to Residence
8. Not Complete-Non Warrantable
9. Not Complete-Warranty Expired

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Origins

Consideration(s)

• What are the various ways you accept a request from owners?
• What various communication channels are used by the owners to submit service requests?

Example(s)

01 Pre-Close Inspection

02 Homeowner Orientation

04 30 Day Inspection

06 1 Year Inspection

10 Request: Homeowner

12 Request: HOA

90 Quality Control (Internal)

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Homeowner Custom Fields

Consideration(s)

• What owner information would be useful to track/report for the warranty/service process?
• What owner information would be useful for CS Reps or service technicians to know when working at the owner's home?

Example(s)

The following examples are the ways that some builders are using the custom (builder-defined) fields.

• Renter-Occupied
• Transfer Owner
• Pet(s)
• Security System

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Associated People

Consideration(s)

• What groups of people would you like to give access to create warranty requests?

Example(s)

The following examples are the ways that some builders are using the custom (builder-defined) fields.

• Family
• Management Company
• Renter

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Permissions and Roles

Consideration(s)

• What task-based permissions do you want to assign to the system-default roles of Customer Service Manager (CSM) and Customer Service Representative (CSR)?
• What additional roles - beyond the default CSM and CSR roles - do you want to define?  
• Essentially, who else should have access to the BTService module and for what purpose(s)?  
• What task-based permissions do you want to assign to the builder-defined role(s)?

Example(s)

• Permissions.  Decisions regarding permissions are builder-specific.  There are no common standards.
• Roles.  A few of the most common builder-defined roles are: Download Sample
• Owner/General Manager.  May also be responsible for assigning requests to CS Reps.
• Production/Construction Manager. May be responsible for assigning pre-settlement requests (pre-defined lists/walkthroughs) to superintendents.
• Superintendent.  May be responsible for managing assigned pre-settlement requests (pre-defined lists/walkthroughs).

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Checklists

Consideration(s)

• What walk-throughs or orientation meetings do your Customer Service Representative (CSR) perform on a routine basis?

Example(s)

• 11-Month Walkthrough
• 60 Day Walkthrough
• Pre-Closing (internal) (w/ sample items)

A.Exterior - 4.Soffit,Fascia,Eavestrough  

A.Exterior - 6.Grading

B.Deck - 1.Finish & Support

C.Garage - 1.Doors & Windows

C.Garage - 2.Overhead Door - Fit/Finish

C.Garage - 3.Floor

D.Bedroom#4(Den) - 3.Floor

E.Bedroom#3 - 1.Windows & Screens  

E.Bedroom#3 - 2.Walls & Ceiling

E.Bedroom#3 - 3.Floor

F.Bedroom#2 - 1.Windows & Screens

F.Bedroom#2 - 2.Walls & Ceiling  

F.Bedroom#2 - 3.Floor  

F.Bedroom#2 - 4.Doors - Passage & Closet

G.Main Bath - 1.Windows & Screens

G.Main Bath - 2.Walls & Ceiling

G.Main Bath - 3.Floor  

G.Main Bath - 4.Vanity & Medicine Cab.

G.Main Bath - 5.Mirror, Lights & Fan

G.Main Bath - 7.Tub & Tiles  

H.Master Bedroom - 1.Windows & Screens

H.Master Bedroom - 2.Walls & Ceiling  

J.Hallways & Stairs - 2.Floors

K.Front Entrance - 1.Exterior Door/Window N.Living Room - 2.Walls & Ceiling  

K.Front Entrance - 2.Walls & Ceiling

K.Front Entrance - 3.Closet

L.Rear Entrance - 2.Walls & Ceiling

L.Rear Entrance - 3.Floor

M.Laundry Room - 1.Walls & Ceiling N.Living Room - 1.Windows & Screens  

M.Laundry Room - 2.Floor

May 8, 2008 Page 18 of 28

P.Dining Room - 1.Windows & Screens

P.Dining Room - 3.Floor

Q.Family Room - 3.Exterior Door

R.Powder Room - 4.Plumbing Fixtures S.Kitchen - 6.Sink & Taps  

X.________ - 2.Walls & Ceiling X.________ - 4.Door  

• Pre-Closing I (homeowner)
• Water Leak

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