CallRail > Case Studies > How Americaʼs largest homebuilder saved thousands in lost leads with Lead Center

How Americaʼs largest homebuilder saved thousands in lost leads with Lead Center

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Company Size
1,000+
Region
  • America
Country
  • United States
Product
  • CallRail's Lead Center
Tech Stack
  • Google Voice
Implementation Scale
  • Enterprise-wide Deployment
Impact Metrics
  • Productivity Improvements
  • Revenue Growth
Technology Category
  • Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
  • Construction & Infrastructure
Applicable Functions
  • Sales & Marketing
Services
  • System Integration
About The Customer
D.R. Horton is America's largest homebuilder, delivering dream homes and high-quality construction since 1978. More homebuyers have chosen D.R. Horton than any other national builder since 2002. The company operates across the country with office locations ranging from large to small teams. The D.R. Horton division in New Mexico, for instance, operates with a small team consisting of eleven sales representatives and one online sales counselor. Despite its success and size, the company was struggling with managing and tracking the high volume of leads coming in, leading to potential revenue loss.
The Challenge
D.R. Horton, America's largest homebuilder, was struggling with managing and tracking the high volume of leads coming in. The cost per lead in the real estate industry is high, averaging around $500, so any leads that slipped through the cracks represented a significant loss of potential revenue. The company had little visibility into incoming leads, leading to issues such as double communication with leads and frustration among customers who were asked the same questions multiple times. Calls would come in from multiple locations, and there was no way to decipher where those calls were coming from, making it impossible to forward them to the correct sales representative.
The Solution
D.R. Horton implemented CallRail's Lead Center to improve their lead management process. Lead Center offered a significant improvement over their previous communication platform, Google Voice, by providing detailed analytics and functionality. It allowed D.R. Horton to see the details of each communication, enabling quick reference and easy monitoring into call transcripts and recordings. The tool also helped identify gaps in training, allowing the company to improve its team's performance. Additionally, D.R. Horton set up email notifications for every missed call, along with a voicemail recording link, making lead tracking and follow-up much easier.
Operational Impact
  • Lead Center drastically improved D.R. Hortonʼs communication process, allowing for quick reference and easy monitoring into call transcripts and recordings.
  • The tool helped identify gaps in training, allowing the company to improve its team's performance.
  • Lead Center also helped spot top performers in the company, enabling recognition of their efforts.
  • The implementation of email notifications for every missed call, along with a voicemail recording link, made lead tracking and follow-up much easier.
Quantitative Benefit
  • D.R. Hortonʼs revenue has increased significantly over the last year and a half after implementing CallRailʼs Lead Center.
  • Every high-dollar lead now gets the attention it needs, leading to more revenue for the company and fewer leads going down the drain.

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