Todd Whittaker Drywall: Using email marketing tools to connect with clients and maintain a personal touch

Their story: Drywall repairs and full-service remodels across Phoenix

By 2013, the TWD team was poised to dive into full-home remodeling, but their expansion prospects uncovered a need.

“If we were going to grow the business and take on the full realm of being a general contractor, we needed to become more automated with our processes,” she said.

“That was that turning point.”

Their goal: Scaling a construction company with excellent customer service

Taking TWD to the next level as a business didn’t mean sacrificing its customer service standards.

As they sought to expand and diversify their services, the TWD team researched different construction tech platforms that would help them accomplish their goals and maintain their identity.

Buildertrend was their answer – and now has become an integral part of their sales and construction operations.

At any given moment, TWD may have as many as 120 jobs going across Metro Phoenix, which encompasses over 20 cities.

“Buildertrend made it easier for us to expand and take on more work without losing that personal touch and line of communication with each individual customer,” Jennifer said.

Their solution: Managing client relationships, payments and marketing all in one platform

Remodelers like Todd Whittaker Drywall can be working on and in a client’s home for months.

Buildertrend has allowed TWD to give its clients extra insight into their projects through the Schedule feature, which outlines the process and sends notifications of any timeline changes.

The Schedule feature was the first Buildertrend feature implemented by TWD.

Homeowners can now see what milestones in their project lie ahead and understand what to expect as the TWD team works on their kitchen, bathroom or other home improvement project. Clients can remain comfortable in their homes because they trust their remodeling team.

“It keeps that communication between everybody running,” Jennifer said.

“The last thing you want to have happen is you reschedule a job and your subcontractors are aware, but your homeowner didn’t know of the change.”

Homeowners can access their project’s schedule through the Customer Portal, and Jennifer said it’s really become an added selling point for their clientele.

Arizona is a popular place for second homes, and Buildertrend’s Customer Portal offered an immediate way for Todd Whittaker Drywall to keep out-of-state clients updated on their remodels.

“It really allows the project to progress smoothly, and the homeowner to feel like they are included every step of the way even though they might not be there in-person,” Jennifer added.

Buildertrend Payment Processing has also allowed TWD to offer its clients more convenient payment options.

The TWD team’s sales process has also scaled up, all while remaining organized and personal, she said.

From her desk, Jennifer has a bird’s eye view of sales statuses at TWD, thanks to Buildertrend’s Presales Process tools. She can get an hourly snapshot of what’s happening and has command of all the vital sales stats the company needs to know.

Before Buildertrend, she relied on Excel spreadsheets to keep track of everything. With their current sales volume, she shared that keeping up with those spreadsheets the old-school way would be nearly impossible today.

Now Buildertrend helps her stay on top of sales volume and incoming inquiries with ease.

She also enjoys how Buildertrend’s email marketing features allow TWD to connect with clients efficiently, all while maintaining a personal touch.

Buildertrend’s email marketing tools helped the TWD team create a three-part drip email campaign to automate important communication surrounding a customer’s upcoming appointment.

The first email arrives the day before the measurement appointment and sets expectations, so the client knows what will happen and who they are meeting with. These auto-generated emails have proven extra helpful amid the pandemic, so TWD can inform clients of their safety precautions prior to the appointment as well. For initial appointments within TWD’s Design Showroom, the scheduled emails provide the company’s full address with Google directions and tips to get the most out of a prospective client’s upcoming consultation.

Another email drops on the day of the appointment, reminding the client of the scheduled visit with contact information for the salesperson coming to their home.

Then, the final email follows up two days later and gives the client an opportunity to share additional thoughts or questions they’ve had since the appointment.

“It maintains that communication with the homeowner automatically with a personal touch, and my sales team doesn’t have to do a thing,” Jennifer said.

These auto-generated emails build a connection with clients, and when clients respond, their messages are synced to the Buildertrend system, so conversations are saved easily. This makes it simple for any changes or requests to be recorded as the final estimate gets drawn up.

That’s next-level communication.

At a growing business like TWD, the investment in Buildertrend has freed up the team and proven immeasurably beneficial.

“It’s hard to put a true number to the amount of time savings we’ve gained,” Jennifer said. “It’s on a daily basis, and it’s throughout all aspects of our company.”

Their success: Immediate impact and long-term savings for business operations

Buildertrend keeps Todd Whittaker Drywall’s cash flowing, leads engaged and subs and homeowners in the loop on the ins and outs of every project.

To Jennifer, builders looking to amp up their communication capabilities – especially with homeowners – should look no further than Buildertrend.

“Lots of construction companies need help with their accounting or other business functions,” Jennifer said. “But when it comes to customer service and interaction, with the help of Buildertrend, you’ll see an immediate impact in your daily operations.”

Want to see the impact Buildertrend can bring to your business? Schedule a demo today.