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Digitalising the Home Buying Experience

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Written By:

Beverley Wookey

Sales Director

Redrow

The rapidly changing trends in home ownership over the last few years mean that we’re continuously investing in technology to enhance engagement with customers at all stages of their home buying journey. 

We know that our customers are not only comparing us to other housebuilders, but also to world-class retailers and service providers that they are using on a day-to-day basis. In our efforts to consistently meet and surpass their needs, we take inspiration from outside our industry when it comes to evolving our customer service experience.

In fact, 2020 saw the launch of our new paperless customer experience suites. We’re believed to be the first housebuilder to remove paper from sales centres, combining the knowledge and expertise of our sales consultants with industry-leading technology.

With interactive screens and site-plans, the new customer experience suites are transforming interaction with customers, right from their first visit to the site, all the way through to post-completion. Key features of the new suites include digital welcome banners, which can include personalised messaging for individual customers depending on appointment type, and digital screens throughout, all of which can be updated remotely to ensure consistent messaging across all outlets. There are also iPads available so that customers can view choices and upgrades, and even complete their reservation online.

We’re proud to be at the forefront of the industry’s innovation and digital advancements. We were the first to launch an online reservation service which allows buyers to legally complete the reservation of their new home online. Since then, we’ve seen huge demand for this service to date, and now all 100% of reservations in South Wales are made through our online system which remains unique.

Meanwhile, we have also extended MyRedrow to include a new homeowner support area so customers can quickly and easily troubleshoot concerns within their home or report any issues covered by the warranty.

My Redrow is the exclusive members’ area of redrow.co.uk allowing our customers to track the construction of their new home and personalise it with the click of a mouse. From extra USB points and media plates to external options like electric vehicle charging points and garden lighting, customers love designing their home in a way that works for them.

But despite these advances in technology, we haven’t lost sight of the importance of the human-connection which continues to be so vital and brings the home buying experience to life. We believe that our buyers should still be able to put a face to a name when it comes to making such a significant purchase, as this helps to solidify trust and transparency.

Our new technology allows us to seamlessly guide buyers through the entire process from the comfort of their homes, while allowing us to build that personal connection, ultimately providing a best-in-class service.

Visit My Redrow today to discover more.

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Redrow is a leading premium housebuilder, proudly headquartered in Flintshire.

Established in 1974, it has earned a unique reputation for quality, building beautiful homes and communities, creating, in its words, a better way to live. It delivers for both investors and the wider community by centring all its activities around its three values of creating thriving communities by building responsibly and valuing people.

Redrow is listed on the London Stock Exchange and is a constituent of the FTSE 250 index. For the year ending 28th June 2020, the Group reported revenue of £1.3 billion. 93% of products, services and labour were procured locally in 2020.

Redrow directly employs well over 300 people across Wales, 15% of whom are trainees, graduates or apprentices, at its headquarters, regional offices and developments.

It takes responsibility seriously: last year, Redrow achieved the Global Good Company of the Year Silver award in recognition of its social impact and launched its ‘Nature for People’ biodiversity strategy, established as part of a long-standing partnership with the Wildlife Trusts.

Over the past year, Redrow has consistently been rated as ‘excellent’ on Trustpilot and once again achieved the Five Star Customer Satisfaction award from the Home Builders’ Federation (HBF). The company is also one of just eight UK construction companies to be named a Diversity Leader in the Financial Times’ inaugural list of European leaders for workplace diversity and inclusion.

 

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