1. SiteOne Services
PCBC San Francisco 2019

2. Our Company

3.  One Site for All Your Warranty & Customer Service Needs 
Who We Are
SiteOne is a privately held software company that partners with home builders, and developers to deliver superior customer experiences.
 One Site for All Your Warranty & Customer Service Needs 
Our Vision
We want to automate an extremely fragmented service process by making home ownership, warranty management and customer service seamless, easy, and more efficient; resulting in excellent customer satisfaction, reduced overhead costs, increased productivity, less risk, and improved communication with homeowners. 
  We Make Work Order Management and Customer Service Seamless, Easy, and Fast 
Our Mission
We strive to be “the last mile” for home builders and developers by creating a better, more effortless way for them to share critical information with homeowners, facilitate requests, automate processes and resolve concerns.

4. Our Customers

5. Who We Serve What They Need
Our customers are home builders, real estate developers and property managers of all sizes across the United States who are seeking a solution to increase productivity, customer satisfaction, and competitive advantage.
What They Need
Our customers need an integrated solution that standardizes, centralizes and automates customer service processes with real-time reporting, improves productivity, shortens work order cycle time, communicates status updates and strengthens customer relationships.
 Instead of a Warranty Department, Imagine a World-Class Customer Service Platform 

6. Is this your current customer service process?
Welcome to your home. You will find all your manufacturer warranties are in this enormous binder.
The customer is not updated until they are contacted by the subcontractor.
Homeowner finds something to repair in new house.
The subcontractor schedules time to meet homeowner and resolve issue.
Builder receives complaint from homeowner via , fax or phone.
The builder is not updated until the subcontractor says they are finished.
The complaint is documented and entered into a database.
The subcontractor sends notice to builder that work has been completed.
A work order is created then sent to a subcontractor via phone, fax or .
The builder attempts to confirm work was done satisfactorily with homeowner.
The subcontractor accepts via phone, fax or .
If someone remembers, information in the database is updated.
To close the work order, a visit to the home must be made.
Estimated time to complete this initial process is 5 minutes per work order.
The customer signs off on work order.
If homeowner isn’t happy, the process starts all over again.
Is this your current customer service process?

7. Our Solution

8. SiteOne is an easy to use online portal designed to improve an owner’s experience as they settle into their new home.
An integrated customer service platform, SiteOne manages everything from electronic homeowner manuals and warranties, online approvals of work requests, local and global reporting, purchase order and back charge tracking, maintenance notifications and project communication.
What is SiteOne?

9. Seamlessly Easy Work Order Management & Customer Service
100% Paperless Work order management system
Custom builder branded homeowner portal
Primary communication hub between homebuilders and homeowners
Manual & maintenance video library
Online work requests and approvals
Ability to follow purchase orders/back charges
Build custom reports to track critical data points – aging, open work requests, costs, etc.
Automatic escalations after set time period and documentation of entire process and ALL communications
New punch list manager – “Blue Tape It”
SiteOne Mobile – iOS and Android applications for your mobile workforce
Seamlessly Easy Work Order Management & Customer Service

10. How work order management is done with SiteOne
At their new home orientation, the homeowner is given a login to their free SiteOne account that includes:
The subcontractor accepts work order through SiteOne and schedules time with homeowner. Builder is automatically notified.
Homeowner Maintenance Information
The subcontractor notifies builder through SiteOne that work has been completed.
Builder Limited Warranties
Manufactured Products’ Warranties and Registration
The builder asks homeowner to sign off on work via SiteOne portal.
Community and HOA information.
If homeowner isn’t happy, the process starts all over again.
Portal to send and receive notifications from your builder.
Homeowner finds something to repair in new house and submits their request through SiteOne online portal.
Estimated employee time to complete initial process is 10 seconds per work order.
Builder receives request, decides to approve or deny and with ONE CLICK:
Creates work order
Assigns it to subcontractor
Automatically notifies the homeowner
Generates a permanent record
How work order management is done with SiteOne

11. The SiteOne workflow was designed to keep the Customer and the Builder Representative informed through every step of the process.
Risk is mitigated as each communication, from creation to electronic acceptance, is documented with historical evidence of owner acknowledgement.

12. ROI Calculator Warranty Help Desk Cost Savings
Warranty Desk Hourly Labor Cost
$52.00
Current Minutes per Work Order 20
SiteOne Minutes per Work Order
0.5
Year 1 Average Number of Work Orders per Lot 33
Year 2+ Average Number of Work Orders per Lot 2
Current Cost / Work Order
$17.33
SiteOne Cost / Work Order
$0.43
Cost Reduction per Work Order
$16.90
Current Year One Cost per Lot
$572.00
Current Year Cost per Lot
$312.00
Current Total Cost per Lot
$884.00
SiteOne Year One Cost per Lot
$14.30
SiteOne Year Cost per Lot
$7.80
SiteOne Total Cost per Lot
$22.10
Total Cost Savings per Lot
$861.90
ROI Calculator

13. ROI Calculator Field Representative Cost Savings
Field Hourly Labor Cost
$75.00
Current % of Work Orders Requiring Field Assessment
100%
SiteOne % of Work Orders Requiring Field Assessment
20%
Current Number of Minutes per Field Assessment per Work Order 30
SiteOne Number of Minutes per Field Assessment per Work Order 10
Current Year One Cost per Lot
$1,237.50
Current Year Cost per Lot
$675.00
Current Total Cost per Lot
$1,912.50
SiteOne Year One Cost per Lot
$82.50
SiteOne Year Cost per Lot
$45.00
SiteOne Total Cost per Lot
$127.50
Cost Savings per Lot
$1,785.00
ROI Calculator

14. ROI Calculator Labor Cost Savings Per Lot Home Marketing Cost Savings
Cost per Lot WITHOUT SiteOne
$2,796.50
Cost per Lot WITH SiteOne
$149.60
Total Savings per Lot
$2,646.90
Cost Reduction Percentage
95%
ROI Calculator
Home Marketing Cost Savings
Current Marketing Cost per Lot
$4,000.00
% of Homes Sold via Homeowner Referral with High Customer Satisfaction Rating
25%
SiteOne Marketing Cost per Lot
$3,000.00
Savings per Home
$1,000.00

15. SiteOne Open Work Order Report
More than 10 filters to create customized reports and quickly find the information you need.
Choose to include or exclude columns from a pre-set list.
Ability to sort column headers.
Search box will find work orders matching specific words.
Export data to MS Excel.

16. SiteOne Homeowner Manuals
All electronic manuals kept in a centralized location for homeowner convenience and to reduce waste.
Builder Warranties and Manufacturer Warranties in separate sections to make searches easier.
Portal provides homeowner with knowledge needed to maintain their home.
Coming soon… How-to videos that will instruct homeowners on how to perform routine maintenance and troubleshoot common issues.

17. What Makes SiteOne Different
We are the easiest solution to deploy and use, and the fastest to deliver value.
We solve a variety of complex problems for organizations of all sizes across the country.
We understand how to put your valuable information to work and save you time.
We can customize and scale the platform to meet your changing business needs.
SiteOne does not require extensive IT support and keeps customer information secure.
We Guarantee…
Risk Mitigation
Increased Productivity
Reduced Overhead Costs
Processes Automated and Standardized
Better Communication with Homeowners

18. In a world where data is exploding, and employees and customers expect processes to be digital, businesses need to keep up with advancements in technology.
It’s more important than ever to work with homeowners by connecting them with the right data at the right time in the right way.
SiteOne helps organizations create intelligent, seamless processes that advance the way business gets done.
SiteOne provides visibility into key performance metrics that can assist builders with future product development.
Why It’s Important

19. 200 5,000 625,000+ 200,000 4,000,000 Why SiteOne? We are trusted.
TOP BUILDERS IN THE US
5,000
625,000+
COMMUNITIES
USERS
200,000
4,000,000
HOMES
WORK ORDERS PROCESSED & COMPLETED

20. 99% 100% 15X Why SiteOne? We are loved. CUSTOMER RENEWAL
REPORT INCREASED PRODUCTIVITY
15X
RETURN ON INVESTMENT REPORTED

21. Created by Builders for Builders
Why SiteOne?
We have experience.
1998
100 Years
YEAR WE WERE FOUNDED
COMBINED EXPERIENCE IN MANAGEMENT & SERVICE DELIVERY
20 Years
HOW LONG WE HAVE BEEN DEVELOPING AND PERFECTING THIS SOFTWARE
Created by Builders for Builders
WE WON’T MAKE YOU CHANGE THE WAY YOU DO BUSINESS. WE WILL IMPROVE IT!