In the world of homebuilding, most builders focus on delivering an exceptional product during the construction phase. But what shapes the client’s memory of the experienceisn’t just in the home you build—it’s in how you handle everything that comes after the build is complete.
Handing over the keys should signal the beginning of a lasting relationship, not a growing list of post-build headaches. Yet too many builders still treat warranty and aftercare as a necessary evil. In reality, with the right approach and tools, these phases can not only be streamlined but become your greatest competitive advantage—protecting margins, strengthening your brand, and ensuring homeowners stay satisfied for years to come.
The Cost of a Bad Handoff
For too many builders, the handoff and aftercare process isn’t seamless. It's plagued with delays, lost paperwork, and unclear warranty processes. This leads to:
- Costly Callbacks: An informal survey of large builders who track callbacks highlights that callbacks can significantly erode profits an average of 2-3% of total project costs. According to the National Association of Home Builders (NAHB), the average cost of a homeowner callback is approximately $476.
- Burned-Out Teams: Your team becomes bogged down with digging through previous build files or constant communication about unresolved issues, leading to frustration, burnout, and decreased efficiency.
- Frustrated Clients: The 2022 Tarion Homeowner Satisfaction Survey found that only 39% of homeowners rated their builder's customer service highly, indicating room for improvement in post-build interactions.Homeowners who don’t have clear answers feel ignored, leading to complaints, negative reviews, and a lack of referrals.
Turning Warranty and Aftercare into Profit Centers
Builders today are no longer treating aftercare as a secondary issue. They see it as a strategic opportunity to enhance client loyalty, protect margins, and create referral-generating experiences.
This is where DigsCare comes in.
- Digital Home Handoff: DigsCare provides a clean, builder-branded, digital portal where homeowners can access all critical post-build information—floorplans, product selections, maintenance instructions, and more. Instead of paper-based manuals and scattered documents, everything is housed in one easy-to-navigate platform.
- Smart Warranty Tickets: The traditional warranty ticket process can be clunky and confusing. Worst case, it’s scattered emails, call and texts. DigsCare transforms this by allowing homeowners to submit tickets with photos and notes, which can then be pinned to the location of the issue on the home’s floorplan. Your team gets full context, minimizing the back-and-forth and allowing for faster resolutions.
- AI-Powered Warranty Resolution: DigsCare’s AI engine works behind the scenes to suggest relevant documents and warranty guidelines based on the ticket submitted. This means your team can quickly access the right resources without wasting time searching through old files.
Real-World Impact
Matt Green, President of Front Light Building Company, shared his expertise:
“Reputation is built on client experience, and that experience doesn’t end with the build. The aftercare experience we provide homeowners should be just as impressive as the homes we build — it has to be a showpiece.”
Instead of dealing with frustrated homeowners or lost documentation, DigsCare allows builders to foster smoother post-build experiences that leave clients satisfied, reducing the chances of callbacks and increasing the potential for repeat business and referrals. In fact, Digs AI can answer many client questions without the need to contact their builder.
Aftercare doesn’t have to be a headache for your team. By rethinking how you manage warranties, home handoffs, and client communication, you can boost homeowner satisfaction, protect your margins, and turn happy clients into loyal advocates.
Digs is an AI-powered collaboration software built for homebuilders. From pre-con to aftercare, it keeps your team, trades, and clients aligned with one centralized workspace for decisions, documentation, digital handoff, and ongoing warranty support.
