Case Study
Logel Homes: A Journey of Customer-Centric Growth and Innovation
Logel Homes, a prominent home builder in Calgary, faced the challenge of enhancing customer experience while scaling their operations and improving efficiency. By integrating Virtuo into their operations, they significantly improved their Net Promoter Score (NPS), reduced customer acquisition costs (CAC), and saw remarkable business growth.
About Logel Homes
Logel Homes, based in Calgary and Canmore, specializes in building four and five-storey wood frame suburban condos and townhomes. With over 20 years of experience, they have built a reputation for quality and customer satisfaction.
The challenge
Three to four years ago, Logel Homes was building a steady 220 homes a year. However, Logel President, Brayden Logel, saw a tremendous opportunity for growth in Calgary. He recognized that with the right strategies, Logel Homes could scale up, and become more efficient and sophisticated.
Logel needed to scale their operations efficiently while maintaining high levels of customer satisfaction. They sought a solution to streamline their processes and enhance the overall customer experience.
The solution
Logel Homes partnered with Virtuo to take their customer experience to the next level, and provide their homebuyers with an amazing experience at every milestone of their journey. Virtuo’s platform provided robust tools and support, helping Logel Homes achieve higher customer satisfaction scores and greater efficiency in their operations.
The results
Investing in customer experience has not only won Logel Homes awards but has also delivered a tangible return on investment. Brayden explains that a significant portion of their sales now comes from referrals, which dramatically reduces customer acquisition costs (CAC). Last year alone, 125 of their 450 purchasers were referral-based, highlighting the financial benefits of a satisfied customer base.
Brayden Logel, President
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NPS Increase: Improved from 86 to 93 at the 13-month mark.
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Google Rating: Achieved a 4.9-star rating with nearly 200 reviews.
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Customer Referrals: 125 of 450 purchasers were referral-based, reducing CAC.
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Awards: Won multiple customer service and excellence awards.
When we use Virtuo, along with all the other things that we do in the customer experience space, we're able to increase referrals and lower our CAC.
Looking Ahead
Logel Homes is set to continue its growth with over 10 active multifamily projects in Calgary and a landmark project in Canmore, focusing on affordable suburban multifamily housing.
Conclusion
Logel Homes’ journey is a testament to the power of a customer-first philosophy and the benefits of leveraging innovative solutions like Virtuo. Their remarkable growth, numerous awards, and exceptional customer satisfaction scores highlight their commitment to excellence in home building. As they look to the future, Logel Homes continues to set the standard for customer-centric growth and innovation in the housing industry.
Reilly LePage, Sales & Marketing Manager
The goal is always to make each milestone a great customer experience. As a partner, Virtuo has been amazing for that.
Discover how Virtuo can transform your customer experience. Contact us today to learn more or schedule a demo.