Taylor Wimpey

MEETING HOME BUYERS' NEEDS

Taylor Wimpey is one of the UK’s largest home builders, operating from 24 regional offices across England, Scotland and Wales.

With over 10,000 homes built and sold every year, It aims to provide attractive, high-quality homes and create strong communities.

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In 2016, Reading Room worked closely with the brand to deliver an innovative customer portal project.

Buying a home is a significant financial and emotional investment for anyone. Taylor Wimpey want to make buying and moving into one of their homes as easy as possible for their customers and they wanted the digital experience to reflect this.

The Challenge

The goal was to reinvent the customer service experience during and after the home-buying process.

Delivering a great product and service that goes beyond their customers’ expectations is at the heart of what Taylor Wimpey aims to do. They wanted the new portal to deliver practical benefits for home buyers, with a personalised feel.

Jamie Griffiths

“We worked closely with the IT, customer service and senior management teams within Taylor Wimpey to design and deliver an innovative customer service platform, which could cater to all customer needs, and reflect the diversity of experience customers had wherever they were buying their home.”

Jamie Griffiths Operations Manager

The Solution

Sitecore was the chosen development platform for the portal, as it was already familiar to the Taylor Wimpey staff and brand.

Sitecore as a platform contains multiple service features and functions which not only met the current needs of Taylor Wimpey and their customers now, but will also be flexible, scalable and robust enough to meet their needs in the future.”

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At Reading Room we firmly believe that online and offline customer experiences shouldn’t be treated separately.

The portal was built and developed with the needs and expectations of the user at the centre.

“We conducted multiple workshops, discovery exercises and rounds of user testing to create a robust and user-friendly platform, with multiple features and add-ons and plenty of scope for further development and improvement in the future.”

The new portal allows customers to view the status of their home build, log any issues once they have moved in, and provides access to documents giving advice, including warranty information and legal guidance.

The portal also enables the website developers to integrate and share data with the existing COINS platform (a global construction industry software and data collection platform) used by Taylor Wimpey.

Outcome

Initial feedback from the pilot areas has been highly positive, with 100% of new Taylor Wimpey customers using the portal.

As hoped, the portal has met both customers’ needs and the commercial aspirations of the business.

Reading Room are providing long-term development and support for this Sitecore project and there are already plans to build on the portal’s success.

Jamie Griffiths

“The portal is something we are excited to develop and grow in the future, adding new features to make sure Taylor Wimpey’s transformation takes them to the fore of innovation in digital engagement and customer service.”

Jamie Griffiths Business Director
Lavendon Group plc A scalable CMS solution
Our Work
Greater London Authority Supporting a culture change