SiteOne Maintains 98% Customer Retention Rate in Homebuilding Industry

SiteOne Services – the nation’s premiere provider of residential warranty and work-order technology solutions, selective outsourcing, and centralized call-center services – today announced that it continues to add customers at a remarkable rate, especially given the state of the homebuilding industry.

Through 2009 and to date in 2010, the Company added over 50 new enterprise users, accounting for over 7,500 housing starts. SiteOne Services has already targeted 5,000 new housing starts among its homebuilder and enterprise customers for 2010. These homebuilders are engaged in homebuilding and customer service in multiple regions in at least 37 states.

For its new and legacy customers, SiteOne Services maintains a 98% retention rate. On top of that, SiteOne Services also experienced 25% incremental growth in 2009, a trend that continues today. Given that the homebuilding industry has been in a state of severe contraction for the last three years, these sales achievements are all the more remarkable.

To date, across more than 50,000 housing starts, SiteOne has processed over 800,000 requests, through its “software as a service” (SaaS) work-order management system.

“In today’s challenging economy, a homebuilder isn’t going to sign up for a service that costs money,” said Frank Sette, Vice President and General Manager of SiteOne Services. “But as our success shows, they will sign up for a service that saves money and helps to create a ‘lean manufacturing’ environment. Today, SiteOne can ensure the builder gets a cash return of at least .5% on the value of the house. For builders seeking to boost margins, we have a very attractive solution. We achieve this cost saving through our standardization and automation processes, from QC through the warranty period and thereafter.”


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