Carlisle continues to lead in service excellence
Carlisle Homes’ commitment to innovation and continuous improvement has again been acknowledged with Carlisle being announced as an ABA100 Winner for Service Excellence in the Australian Business Awards 2017. Now in its 12th year, the award program recognises high-performing organisations, implementing world-class business initiatives with a holistic commitment to innovation, technological advancement, and employee engagement. Through a structured benchmarking program, businesses are assessed against global performance standards to identify industry leadership.
The focus of Carlisle’s 2017 award submission was the development and continued evolution of the customer interactive portal – Carlisle Connect – a virtual assistant for customers, helping to empower them to be actively involved in their home building journey.
“Carlisle Connect further strengthens our focus on customer relationships to create individualised experiences. We recognise the importance of both understanding the needs of customers, and genuinely delivering initiatives to continue to exceed their expectations,” John Doulgeridis, Managing Director.
Providing the ultimate ‘anytime’ access for customers through a secure logon, the portal is designed to align with the after-hours needs of customers. Most importantly, Carlisle Connect provides an alternative channel to complement the personal relationship between customers and their building team. Content can be published to customers to educate them on each component of the building journey, via videos, fact sheets, reminders and documentation. Appreciating the thirst for information of new home buyers, Carlisle Connect provides the hub for over 20 instructional videos to enable self-education and allows the Carlisle team to focus on project timelines and developing valuable customer bonds.
Vital to the success of this innovative initiative was the development of a cross functional project team to ensure every facet of the customer experience was considered and complete accuracy in the content could be provided. Carlisle Connect integrates directly with the core business systems at Carlisle to provide personalised and real time information, which, while added to the complexity of the project, is an essential element in the project’s value and impact on the customers’ experience.
Carlisle’s commitment to leading the industry with innovative thinking and an unwavering commitment to service excellence remains a core objective within the business, evidenced by being awarded as 3 times winner of the Victorian HIA Customer Service Award, in addition to success as the 2015 Most Professional Builder Award.
Life’s better when your building journey is supported every step of the way with outstanding communication and service. You can rest assured that choosing Carlisle will deliver the best quality home along with the highest quality service.
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