The Shift from Scrambling to Scaling

This article is part of Built to Win — a series for forward-thinking homebuilders who know that today’s buyer experience isn’t just a handoff — it’s a competitive advantage. From CX to AI to brand loyalty, we’re unpacking what the best builders do differently (and how you can, too).

It started with a group text from a buyer. Then an email. Then a second. Then a voicemail marked “urgent.”

By the end of the week, the warranty team was flooded, the CX lead was frustrated, and someone from sales had stepped in “just to smooth things over.”

Sound familiar?

This isn’t about one bad week. It’s about a broken pattern — one that too many builders are stuck in.

Chaos Where Clarity Should Be

According to a 2024 Avid Ratings Report, 67% of builders say their post-close experience is the most chaotic and least standardized part of the buyer journey.

You can have the best build schedule, the cleanest handoff, the most caring team — and still find yourself overwhelmed post-close.

And the volume of post-close issues is only growing. A 2024 survey by American Home Shield found that 92% of homebuyers experience at least one problem in the first year after move-in, highlighting how essential a clear support system is during this phase.

Because post-close is where uncertainty lives:

• What if something doesn’t work?

• What’s covered and what’s not?

• Who do I call?

The buyer wants answers. Your team wants to help. But when you’re operating on callbacks, inboxes, and guesswork, no one wins.

According to a 2024 report by Pro Builder, nearly half of homeowner complaints post-close stem from lack of clarity or miscommunication — not actual defects.

From Chaos to Clarity

That was the turning point for one builder we worked with. Their post-close flow was thoughtful — but too manual.

They didn’t need more people. They needed more predictability.

Enter HomieAI™.

What changed?

• Common questions started getting answered in real time.

• Escalations got filtered, not forwarded

• Buyers felt heard — without the team burning out

Instead of playing defense, the builder got proactive. They automated the noise. Homie handled the FAQs. And the team focused on the tickets that actually mattered.

A 2023 McKinsey report on AI-enabled customer service found that companies using AI-enabled triage—like intelligent routing and self-serve bots—can reduce unnecessary human workload by up to 40%.

The Result

The volume didn’t change. The clarity did.

• Fewer distractions

• Faster closeouts

• Higher buyer sentiment

And most importantly: a team that could breathe again.

Because chaos isn’t just inefficient. It’s expensive.

HomieAI™ didn’t just patch the leak. It rerouted the flow.

So when the next buyer moved in — and the next five after that — there were no frantic group texts, no inbox meltdowns, no surprises.

Just a system that works.

📚 Built to Win — a series for builders who aren’t afraid to level up. Keep going →