Partner Case
Studies

See how we’ve helped homebuilders achieve their Customer Experience goals.

Mattamy Homes: Outperforming Industry Average Avid Score

Mattamy Homes knows how excited people are to move into their new home. But they also realize that actually moving…that causes a lot of stress on the home buyer. Mattamy was looking for a way to make the move experience way better.

So they turned to Virtuo. Mattamy was able to provide our turn-key move-in concierge service to buyers 45 days before possession. They promised home buyers that help—with everything—would be just a call, text or chat away. Virtuo helped keep buyers on top of their checklist and feeling stress free.

“Virtuo adds a complimentary layer on top of what we already do with our customer experience at Mattamy,” said Christine Turner, Vice President of Customer Engagement for Mattamy’s Alberta Division. “The team at Virtuo is passionate about the customer experience and are really dialed into the closing process. Their goal is to alleviate any frustration and anxiety that our homeowners may have when it comes to moving so that the entire experience is a positive one. Virtuo vets all their vendors thoroughly and has a list of preferred providers so that it’s the best experience, every time.”

RESULTS

Since the pilot launched in January 2022, 470 Mattamy homeowners have utilized Virtuo’s services, resulting in a 97.7% usage rate and a promoter score of 93%. The division currently has an 89.3 30-day move-in Avid score, surpassing the industry average of 80.6 by 11%.

Excel Homes Uses Virtuo To Help “Simplify The Journey Home”

Excel Homes, which recently celebrated their 35th anniversary, wants to “Simplify the Journey Home” for buyers. Far more than a tagline, Excel has adopted this as a core idea and an ethos. For everything they do, they ask themselves: will this make getting into a home easier?

That’s a lot of what attracted them to Virtuo. Our move-in service literally does this: makes getting into a new Excel home easier by removing all the headache and stress of moving. In particular, the completeness of the service appealed to Excel. “Virtuo thought of everything, start to finish in the process” said Kristina Plank, Marketing Manager at Excel.

Excel also makes sure that buyers learn about Virtuo’s service during the sales process through blog posts and marketing collateral. The added benefit of knowing they will be supported through the move and beyond can be that one extra thing that really appeals to a buyer

RESULTS

Excel’s ethos runs through everything they do, and have found Virtuo to be a perfect compliment to their homes and communities. The result is measured in happy buyers and positive reviews. Excel sees Virtuo as a consistent way to help them always deliver on their mission to “Simplify the Journey Home”.

Sterling Homes Increases Efficiency And Customer Experience With Virtuo

The experience of building a home is full of many exciting moments, but then the reality of having to prepare to move hits. To redirect your life to a new address takes a tremendous amount of work. Sterling Homes wanted a stress free and efficient solution to improve this last milestone as their customers prepare for possession day. Often our sales team was met with many questions about how to transfer utilities, redirect mail, where to purchase moving supplies and suggestions for moving services.

That’s where Virtuo stepped in. Partnering with Virtuo, Sterling’s new home buyers get a personal concierge to manage the entire move-in and settle-in experience, start to finish. Sterling Homes now simply introduces buyers to their concierge and let Virtuo take it from there.

RESULTS

Our customers get a curated moving experience that works for them with help from Virtuo, said Pamela Burns, Director of Sales and Marketing at Sterling Homes. “They have assisted our team, as well as our customers, in simplifying their big move in day.

Brookfield Residential: Differentiating In A Crowded Market

Brookfield Residential prides itself not only on the homes and communities they build, but the relationships they forge. Key to Brookfield Residential’s customer journey is building trust that the home owner will be taken care, from possession and beyond. That trust is a part of the way Brookfield differentiates themselves in a crowded builder market.

As part of building that relationship with their home buyers, Brookfield Residential turns to Virtuo and our home concierge platform. Through this partnership, Brookfield Residential knows that home buyers feel supported not just through the move, but also as they settle in.

“We don’t ever want our customers to feel like they just get their keys and that’s it.” Said Charlene Barrett, Director of Customer & Business Development at Brookfield Residential. “Using Virtuo has allowed us to showcase our commitment to the home buyer, and show—from the first moment—that buying from Brookfield Residential means you are part of a community committed to creating ease of homeownership”.

RESULTS

Brookfield Residential features Virtuo from the customers first point of contact. Their sales team reports back that the ability to talk about Virtuo gives them the opportunity to show, immediately, that Brookfield Residential truly cares about their experience from first point of contact and beyond. In partnership with Virtuo, homebuyers have rated their overall experience a 9/10, showcasing their promise of providing a high-quality, elevated experience.