Elevating the Homebuyer Experience: How Mattamy Homes Keeps Raising the Bar

Award-winning builders know that great customer experiences aren’t a destination — they’re a journey.

That’s been the story at Mattamy Homes Alberta, where customer care has been a focus for more than a decade. Long before partnering with Virtuo, the team had already transformed their approach, aligning touchpoints, improving communication, and setting a new standard for homeowner care. The results spoke for themselves — recognition through industry awards and a reputation for putting customers first.

But Mattamy wasn’t interested in standing still.

As Vice President of Customer Engagement & Architecture, Christine Turner put it:

“When we partnered with Virtuo in 2021, we weren’t trying to move the needle on CSAT scores… we were already winning AVID awards. We wanted to elevate the customer experience without adding more work for our team.”

In other words, how to deliver even more value to homebuyers without adding unnecessary lift for staff.

The Challenge: Educating Buyers in a One-Click World

Today’s homebuyers bring new expectations to the process. They live in a world where groceries, entertainment, and even returns can be handled in a single tap. Buying a home, by contrast, is a long, detail-heavy journey.

Senior Manager of Customer Care, Heather Bears described the tension clearly:

“The biggest stress for buyers is the work — mortgage, lawyers, utilities, design. People want to do less, not more.”

That reality creates opportunities for Mattamy to support buyers more effectively. The team has learned that the answer isn’t overwhelming customers with information, but instead delivering knowledge at the right moment, in the right format — whether that’s a timely reminder, a bite-sized update, or an engaging way to reinforce key points.

The Partnership: Collaboration Without Barriers

That’s where Virtuo comes in — not as a replacement for Mattamy’s efforts, but as a partner that amplifies them.

As Heather described,

“Anything I suggest to the Virtuo team, it feels like the sky’s the limit.”

What she meant wasn’t about adding complexity — it was about being heard. The Mattamy team found a partner willing to explore new ideas alongside them.

For Mattamy, this kind of collaboration matters. They know their buyers, their markets, and their processes better than anyone. Virtuo’s role is to listen closely, adapt, and support those priorities — making it easier for Mattamy to keep doing what they do best: delivering thoughtful, customer-first experiences.

The Results: Buyers Supported, Teams Empowered

By automating small but critical tasks like reminders, Virtuo helps Mattamy reduce preventable pain points such as missed utility setups or last-minute scrambles. And with construction updates now being rolled out, homeowners gain more visibility into the progress of their homes, which lightens the load on client care and construction teams.

The impact goes beyond efficiency. Buyers feel more informed and supported, and teams can devote their energy to the personal touches that matter most. The result is fewer surprises, stronger trust, and a smoother journey for everyone involved.

Why It Matters

Mattamy Homes Alberta is a reminder that great builders never stop evolving. Even with strong foundations, they continue to look for ways to make the homeowner journey more intuitive, more engaging, and more rewarding.

Virtuo’s role is simple: to make that easier. By listening, collaborating, and removing friction, we help our partners focus on what really matters — creating experiences that buyers remember for the right reasons.

Because in today’s market, that’s not just a differentiator. It’s what turns satisfied customers into lifelong advocates.