ST JOE TOWNS AND RESORTS

Problem: St Joe Towns & Homes of Tallahassee, FL (formerly Arvida) discontinued its corporate homeowner maintenance manual due in part because each new community had become a different legal entity requiring a specific identity. St Joe’s warranty service team needed a high quality maintenance guide to replace the existing program.

BuildSERV Solution: Ownership Guide - Maintenance Guide and CD-ROM
The warranty service team evaluated several maintenance guide replacements but only BuildSERV’s solution met the requirements.

Key ways Ownership Guide protects and improves homebuyer satisfaction:

• Helps St. Joe increase its protection from potential claims that might arise from a homeowner’s failure to properly maintain their home.
• "Ownership Guide’s" identity worked independently with each community, rather then incurring the expense of customizing the maintenance manual per community
• Presents a quality image to St. Joe homebuyers with well-designed spiral-bound maintenance manual, cover letter with a CD-ROM, and schedules.
• Communicates home maintenance requirements to homeowner using Reminders and Tips emails newsletters during and after the warranty period.
• Directs homeowners to the website resources of their many manufactured products for warranty registration and owner manuals.
• Serves as a well-received "gift" from builder to each homebuyer.

S & S HOMES

Problem: S & S Homes of the Central Coast Inc – based in Arroyo Grande, CA had provided homeowner maintenance guides that included warranties and maintenance from each vendor. The company decided that updating, assembling, and printing binders was not the best use of the warranty service team’s resources.

BuildSERV Solution: Customized Ownership Guide – Maintenance Program.
S & S Homes implemented a comprehensive solution that had to meet the standards established by California’s comprehensive legislation "opportunity to repair" (or SB-800). Key benefits that Ownership Guide created for the warranty service, operations and sales:

• Use of maintenance guide included keeps homeowners more accountable for home maintenance for up to 10 years.* This protects S & S Homes from the potential claims that might arise from a homeowner’s failure to properly maintain their home.
• Helps manage all vendor warranty and trade documents for access on the Ownership Guide CD-ROM saving warranty service significant time compiling, updating and printing documents for homeowner binders.
• Directs homeowners to the website resources of their many manufactured products for warranty registration and owner manuals.
• Communicates home maintenance requirements to homeowner using Reminders and Tips emails newsletters during and after the warranty period.
• Some documents have be translated into Spanish for access by CD-ROM to assist in training and supporting homeowners with English language deficits.

Leslie Rios, Customer Service Manager, S & S Homes describes the program:

"Everyone seems to be thrilled to use the Ownership Guide products. We simply send BuildSERV the documents that we want placed on Ownership Guide CD-ROM and the BuildSERV team does the rest. They create a customized maintenance guide for the homebuyers in each community. We are so grateful that it is an all inclusive tool that our buyers can refer to time and time again in a neat, friendly, and clean format."