Case Study: PulteGroup improves support response and self-service with Dovetail Software

Case Study Pulte Group talks about their use of Dovetail Mobile and Dovetail Seeker

PulteGroup, one of the largest homebuilders in the United States, needed better support for a large field services team and a more effective way to help business customers find answers on their own. Using Dovetail Software’s Dovetail Suite for Clarify, including Dovetail Mobile and Dovetail Seeker, they aimed to improve response times, support staff working across a large geographic area, and reduce reliance on an outdated, hard-to-use search tool.

Dovetail Software implemented Dovetail Mobile to let field support engineers manage cases from BlackBerries and smartphones, improving service in areas with limited connectivity, and Dovetail Seeker to modernize self-service search for business customers. The results included a 15% improvement in response SLA, a 10% improvement in close SLA, a 14% reduction in how-to calls in Q1, and more than 50% growth in self-help website usage since 2010.

PulteGroup

Eddie Surabian

Manager of Information Services