Serving Builders and Homeowners

1
Serving Builders and Homeowners
2

• 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

 
3
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.
 
4
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 companys 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.  
5
HF MANPOWER SERVICES
Reliable Trade and Management Services Our work
force is available to builders needing to enhance
existing work teams. We also provide management
services to work on behalf of builders for
turn-key completion of specific projects.
Proven Customer Care Training and Consulting
Services Home Finishes provides training
services for builder customer service
departments, providing access to our proven Total
Customer Care information and tracking systems.
Home Detailing for Optimum Customer Satisfaction
New home detailing provided by skilled
tradesman is a distinctive service that focuses
on the final few hours prior to a buyer
orientation. This service helps builder make the
best presentation possible and leaves customers
with a very positive first impression.
Builder-supervised Customer Service Personnel to
Help in a Pinch Home Finishes provides
personnel and expertise to help builders enhance
existing customer service programs.
Model Home Maintenance to Maximize Sales Home
Finishes works with builders to maintain the
condition of their strongest and most impressive
marketing tool model homes.
Fast and Effective Fastrak On-Call Services
Home Finishes Fastrak On-Call Services provides
builders with a reliable way of responding to
homeowners needs. 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 completed, Home Finishes provides builder
clients with a detailed report of each situation
and weekly reports to confirm completion or
updates for repairs.
Model Home and Sales Center Conversion Upon
completion of a marketing program or the sale of
a model home, Home Finishes provides all
necessary construction and preparation services
to deliver homes to buyers.