40% Increase in
Transparency
Clients received real-time updates on project phases, eliminating uncertainty and reducing the need for inquiries.
EonPath’s Construction Industry Insights
Enhancing Builder and Client Engagement through Journey Analytics
At a Glance
40%
Improvement in Project Timeline Transparency
30%
Increase in Client Satisfaction
25%
Boost in Repeat Business
35%
Reduction in Client Inquiries
Introduction
In the construction sector, managing client expectations and maintaining open communication is crucial to ensuring satisfaction and building trust. ConstructionCo, a major player in building products and services, was facing challenges in keeping clients informed and engaged throughout long project timelines. EonPath’s CX Journey Analytics & Personalization solution empowered ConstructionCo to map out customer touchpoints, enabling a personalized, transparent experience that met clients’ needs at every stage.
The Challenge
ConstructionCo needed to streamline its client engagement process to enhance satisfaction and manage expectations. Clients were often left uncertain about project timelines and progress updates, leading to frustration and lower retention rates. The absence of a structured journey map hindered the company’s ability to provide timely, personalized communication.
Key challenges included:
- Limited visibility into client engagement touchpoints and needs
- Ineffective communication regarding project timelines and milestones
- Lack of personalized updates, leading to lower client satisfaction and retention
EonPath’s Approach
EonPath implemented a tailored CX Journey Analytics & Personalization strategy to enhance ConstructionCo’s client engagement. By creating a comprehensive journey map and using data-driven insights, we equipped ConstructionCo to proactively address client needs, ensuring transparent communication and timely updates.
Steps taken included:
- Customer Journey Mapping: EonPath collaborated with ConstructionCo to map out the client’s journey from project initiation through to completion. This detailed journey map provided insights into key touchpoints and allowed the company to identify where communication could be enhanced.
- Data-Driven Personalization: By leveraging journey analytics, EonPath enabled ConstructionCo to send personalized updates on project milestones, timelines, and upcoming phases. Clients were kept informed and felt more connected to the progress of their projects.
- Automated Progress Notifications: EonPath implemented automated notifications to provide real-time updates on project stages, from initial consultation through building phases. This reduced client inquiries and improved satisfaction, as clients had access to clear, ongoing updates.
Key Results
Through EonPath’s CX Journey Analytics & Personalization, ConstructionCo achieved measurable improvements in client engagement and satisfaction:
40% Increase in
30% Increase in
Client Satisfaction
Personalized, timely communication enhanced the client experience, resulting in higher satisfaction scores and positive feedback.
25% Boost in
Repeat Business
The improved client experience led to increased loyalty, with more clients choosing ConstructionCo for additional projects.
35% Reduction
in Client Inquiries
Automated notifications provided clients with up-to-date information, reducing the volume of inquiries and easing the workload on support staff.
Final Thoughts
EonPath’s CX Journey Analytics & Personalization approach transformed ConstructionCo’s client engagement strategy, creating a transparent, proactive communication flow that enhanced satisfaction and loyalty. This journey-focused transformation not only strengthened ConstructionCo’s relationships with clients but also positioned the company as a leader in customer-centered project management within the construction industry.
* We take our clients' confidentiality seriously. While we've changed their names, the results are real.
