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Serving Builders and Homeowners OVERVIEW Home Finishes (HF) is the evolution of a service concept launched in 1991 to help new homebuilders with late stage home preparation, detailing and finishing to enable accelerated home readiness for “close-of-escrow”. Traditionally, the company has provided “just-in-time” skilled manpower as temporary resources either directly supervised by Home Finishes management or by builder client superintendents. Currently the company has approximately 700 employees. HF operates manpower services within all major residential areas of Northern California, selective markets in Southern California and beginning operations in the Greater Denver market area. The company services some of the major homebuilders in the U.S. including Pulte, Kaufman & Broad, D.R. Horton, Greystone, Brookfield, Ryland and Taylor Woodrow. Since 1997 HF has focused more aggressively on developing homeowner customer service systems and skills to respond to builder home warranty needs and on creating advanced operating systems, which enrich service performance, tracking and reporting both pre and post close-of-escrow. The company has invested heavily in web-site/Internet (homefinishes.com) and data base management technology, as well as proprietary training and logistical systems to deliver needed services and skills on-demand to clients. During 2000 HF installed a Nortel/Clarify call system with outsourced development technology from Price Waterhouse.These services are offered under the SiteOne division. The company considers its operational systems, programs and web based modules to be state-of-the-art resources, which can be leveraged by the company to achieve its goal of becoming the leading niche provider of systems and services for: • Accelerating occupancy readiness. • Managing customer care and warranty programs. • Extending to homeowners professional home-care services to enhance home-life and enjoyment. The company has experienced significant growth: 1998 1999 2000 Revenue 10,000,000 19,663,000 32,900,000 Pretax income 577,000 1,581,000 2,500,000 SITEONE SiteOne, positions the company squarely in the ASP/Information Services category. In this position the company offers real time production and customer service management information through proprietary web- based technology to a potential market of 75,000 builders and developers, and trade partner/subcontractors. This “case management platform”, functions as a project management operating system to achieve significant productivity increases through better orchestration of work order management, smoother production cycles, improved “time-to-market” and customer delivery/warranty service performance. The new system, which is both lot/unit and trade partner specific, features Palm OS integration to enable builders and subcontractors for the first time to have “mobile real-time”, “end-to-end” production and work-order and customer service management information to better control critical “job-site” service points. The system is designed to be a dynamic “real-time” tool providing “fresh” information everyday at the point-of- service, accessible concurrently by builders, trade partners/ subcontractors, and as appropriate, homeowner customers. Importantly, the system is job site and customer service (CRM) focused. Currently the company is in test with two of the largest builders in the country. There is a strong possibility that one of these builders will enter into a national rollout of this information system in 2001. HF HOMEOWNER SERVICES Homeowner Services, is focused on bringing home care, repair and maintenance services to time constrained, mid-upscale homeowners seeking to maintain the presentation, functionality and performance of their homes via regular professional home care services. The homeowner services market, estimated to be a $250 billion market, is an outgrowth of the company’s 9+ years experience in providing builder directed in-home customer service during the critical new home warranty period and beyond. We expect to market the service to both new homeowners and existing homeowners through direct marketing as well as through partnering strategies with selective homebuilders, realtors, and property management/owner associations. Homeowner Services will be seeking to emerge as the leading “last mile” facilitator and evolve its position as a “one-stop” channel for home related services and product offerings by aggregating target consumers into “buying consortiums”. Both HF web-site/internet technology and traditional call-center operations will be utilized to channel service/product fulfillment and execute promotional strategy. This Home Finishes initiative is distinctive in that our unique operating experience, CRM technology and skilled field service force puts the company in the position to professionalize the “home-handyman” service category and emerge as a brand leader on a market-by-market basis. HF MANPOWER SERVICES Reliable Trade and Management Services Proven Customer Care Training and – Our work force is available to builders Consulting Services – Home Finishes needing to enhance existing work teams. provides training services for builder customer We also provide management services to service departments, providing access to our work on behalf of builders for turn-key proven Total Customer Care information and completion of specific projects. tracking systems. Home Detailing for Optimum Customer Satisfaction – New home detailing provided by skilled tradesman is a Builder-supervised Customer Service distinctive service that focuses on the final Personnel to Help in a Pinch – Home few hours prior to a buyer orientation. This Finishes provides personnel and expertise to service helps builder make the best help builders enhance existing customer presentation possible and leaves customers service programs. with a very positive first impression. Model Home Maintenance to Maximize Fast and Effective Fastrak On-Call Sales – Home Finishes works with builders Services – Home Finishes’ Fastrak On-Call to maintain the condition of their strongest Services provides builders with a reliable way and most impressive marketing tool: model of responding to homeowners’ needs. homes. Through Fastrak, homeowner requests for repairs are scheduled by Home finishes within one week and they are carefully inspected to ensure customer satisfaction. After work is Model Home and Sales Center Conversion – completed, Home Finishes provides builder Upon completion of a marketing program or the clients with a detailed report of each situation sale of a model home, Home Finishes provides and weekly reports to confirm completion or all necessary construction and preparation updates for repairs. services to deliver homes to buyers.
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