Transforming Business Communication with Century Communities

Transforming Business Communications with Luware Nimbus

A case study with Century Communities

Clear communication is essential for any construction project's success. But in today's busy environment, staying connected with clients and managing projects efficiently can be a challenge.

Microsoft Teams telephony offers a solution: simplify project communication, strengthen client connections, and enhance customer service. But how can you make it work best for your construction company?

Century Communities, America’s Most Trustworthy Homebuilder, found the answer. They paired Teams telephony with Luware Nimbus to optimize their communication. In this podcast episode, Craig Cothern from Century Communities and Oli Lifely, Head of Sales at Luware, discuss this case study in detail. Hosted by Tom Arbuthnot from Empowering Cloud, this episode provides valuable insights for construction professionals.

The Journey from Traditional Telephony to Microsoft Teams

Century Communities used to rely on a traditional phone system. It worked, but it had its limitations. Calls could only be made from desk phones, and features were basic at best. Enter Microsoft Teams. As Skype for Business was phased out, Century Communities saw an opportunity. By moving to MS Teams, they could bring all their communication needs under one unified communications platform.

Leveraging the Power of Microsoft 365

For Century Communities, the transition to Microsoft Teams was seamless. That's because they were already using Microsoft 365 across the organization.

With a cloud-based approach, rolling out MS Teams was simple and fast. No need to install or maintain complicated hardware. And with the familiar Microsoft interface, user adoption was quick and painless.

Plus, with a cloud solution, Century Communities could count on a consistent experience across all their locations. This meant that employees had the same powerful collaboration tools and calling capabilities, whether they were in the office or out in the field.

Enhancing Call Management with Luware Nimbus

While MS Teams provided a solid foundation, Century Communities wanted to take their call management to the next level. That's where  Luware Nimbus came in.

With Luware Nimbus, Century Communities gained a holistic view of their call operations:

• Accurate call reporting and analytics.

• Streamlined configuration of call queues.

• Intelligent call routing based on agent skills and availability.

• Callback options to reduce hold times.

• Real-time monitoring of call volume and agent performance.

Supervisors could easily track key metrics, identify areas for improvement, and make data-driven decisions to optimize the customer experience:

Streamlining Implementation and Adoption

Some may be hesitant to start a new communication platform, but Century Communities has successfully completed the transition.

“But the installation and the implementation happened in a manner of just a few short weeks, and it really did coincide with the times of us doing our information requirements gathering. Because we utilized the template method within Luware Nimbus, that allowed us to basically set up what our template would look like for different places that we would be using it. And then we just had to do the configuration based off those templates, which actually sped things up quite a bit.” Craig Cothern, Century Communities.

The IT team and Luware worked closely to quickly configure the system to fit Century Communities needs:

• Porting over existing phone numbers.

• Setting up call flows and routing rules.

• Configuring auto attendants and call queues.

• Integrating with their CRM system.

Century Communities prioritized worker preparedness, a key factor in user adoption. They offered comprehensive training to help employees understand the features and benefits of Teams telephony, maximizing its potential within the company.

Optimizing Call Management and Customer Service

Century Communities prioritizes high customer satisfaction. By leveraging Luware Nimbus's call management features, they've empowered their teams to deliver exceptional service.

Call recording, for instance, allows managers to review interactions for quality assurance and coaching. This helps identify best practices and areas for improvement, leading to better agent performance.

Beyond traditional metrics, Century Communities analyzes call volume data to understand peak times. This data-driven approach allows them to optimize staffing levels, minimizing customer wait times.

"One thing I want to mention, which is truly important as far as our staffing goes, is being able to see the heat map. This allows us to see when calls are coming in – evenings, mornings, or spread throughout the day?” Craig Cothern, Century Communities.

Staying Connected with the Teams Mobile App

The Microsoft Teams mobile app keeps Century Communities connected and productive, even when employees are away from their desks.

Agents can make and receive calls, chat with colleagues, join meetings, and access files – all from their mobile devices. This flexibility allows them to manage their workload efficiently, regardless of location.

One thing that Luware Nimbus offers on top, is the ability to sign in an out of queues.

"That was something that we were totally missing in the MS Teams environment that quite honestly, we didn't know we were missing. It was just causing the calls to continue to ring right. But if they have the ability to turn themselves on or off in a queue, then the queue is more intelligent to actively route to the right people.”

Empowering Home Builders with Microsoft Teams Telephony Integration

Pioneering builders like Century Communities are harnessing the power of Microsoft Teams telephony to elevate their customer interactions. Luware Nimbus fosters a collaborative environment that breaks down communication silos, leading to trust-building, world-class service, and stronger customer loyalty.

Consistent Product Deployment and Ease of Support

Integrating Luware Nimbus with Microsoft Teams Telephony creates a consistent communication solution that scales to your business needs.

Deployment is straightforward and standardized across all locations. Since it's cloud-based, updates and new features are automatically delivered to all users, minimizing IT workload and costs.

This simplifies support as well. With a single platform and toolset, IT teams can efficiently troubleshoot issues and implement changes. Additionally, the Luware Nimbus integration provides a single point of contact for all your communication needs.

Enhancing Customer Experience and Internal Efficiency

Microsoft Teams telephony paired with Luware Nimbus can significantly enhance customer experience and internal efficiency. By unifying communication channels, it improved Century Communities's responsiveness and ability to proactively address customer needs.

Customer interactions don't follow a predictable script. That's why we've designed our platform to provide the flexibility and functionality needed to address unique issues. Call recording, call queues, and mobile access give agents the tools they need to deliver exceptional service and resolve disputes quickly and effectively.

Luware Nimbus also fosters collaboration between sales, construction, and customer service teams, ensuring a harmonious experience for customers. Additionally, insightful analytics provide data-driven insights for continuous improvement, ultimately empowering both customers and Century Communities.

Conclusion

Luware Nimbus goes beyond a communication tool; it's an investment in business growth. By integrating seamlessly with Microsoft Teams, it empowers companies to work more efficiently, collaborate effectively, and foster a culture of innovation.

Let Luware Nimbus handle the complexities of communication in the background, freeing your team to focus on what matters most: delivering exceptional results and achieving your business goals.