Home building is known for being slow moving and untouched by technological advances. Ready for systemic upheaval with a hyper-focus on customer experience, it's being revamped by companies like Higharc, creators of the first ever connected platform tailored for production homebuilders that redefines how they build and operate.
Needed disruption: "If you're not familiar with home building tech, it is ripe for disruption," says Nathan Fiedler, Head of Customer Success at Higharc. "It is an industry that has been failed in many ways due to a lack of singularity and cohesion from a user experience perspective. We found our sweet spot by creating this home building classic, a connected platform that allows home builders to design, sell, and build homes and communities.”
"People expect hyper-personalized experiences," Fiedler added. "At Higharc, we are a high-touch model with our builders because when people invest in our technology, they're signing up for a transformation."
Higharc’s efforts have gained significant validation outside of thankful customers, including a $53 million Series B investment.
NF on customer relationships: Historically home builders may not be used to their own customer support, and this newfound visibility is key to Higharc’s customer service strategy:
"We should feel like an extension of our customers' businesses. We know what metrics they're looking at from a performance perspective. We generally know the trending direction of those metrics. We know the pulse of the company, what projects are on board, and what land opportunities they may be trying to get into. We know when communities are launching, how many homes per year they're trying to lock in, and how many starts they have. We're just dialed in."
Fiedler emphasized Higharc’s commitment to customer success, monitoring signals like property utilization, invoicing trends, and satisfaction scores. "Our goal is to create the best customer experience we possibly can for our builders. It’s making sure that not only do we have the signals on paper, but we have that relationship with our folks that we’ve nurtured, where there’s that level of transparency and trust."
