Key Customer Service Principles from e-Builder, SIIA Customer Success Team of the Year

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Key Customer Service Principles from e-Builder, SIIA Customer Success Team of the Year

Brian Norusis, Vice President – Customer Success at e-Builder

As a 2016 “Customer Success Team of the Year” winner, the entire e-Builder organization is humbled by the prestigious recognition of our customer-centric culture.

Throughout the 21 years we’ve been in business, putting our customers first has remained a core pillar for business success. As an integrated, cloud-based construction program management software provider with a unique focus on top facility owners,  this is no simple commitment. While our product, e-Builder Enterprise, is licensed to facility owners, users also include an extensive network of contractors including architects, construction workers and business professionals for project planning and execution. Ultimately, project success is dependent on team collaboration, user adoption and skill development training on the e-Builder platform.

As such, e-Builder is committed to providing best-in-class support not only to its trained license holders, but to all e-Builder Enterprise users. With an average of 29,000 users logging into e-Builder Enterprise each month, the company’s customer service department hears from a wide range of people with varying experiences, technical expertise and familiarity with e-Builder. To effectively support this diverse user group, e-Builder follows a focused set of customer service principles, all of which we’d recommend to any organization seeking to build a customer-focused company culture.

  • Invest in the right people – by hiring smart, hard-working employees who genuinely care about helping your customers, you set your company up for success. In truth, you can’t teach an employee to care more.
  • Foster company culture – Encourage a culture that supports customers from the ground-up. At e-Builder, we offer 24/7 access to subject matter experts and encourage any customer service representative to stay on a single case until it is complete – no matter how long it takes to resolve.
  • Offer learning experiences – Don’t simply offer a technology, then expect your users to figure out how it solves their business challenges alone. At e-Builder, we release quarterly software updates, offer regular webinars and an annual Elevate Conference, to help users share and learn new best practices.
  • Finally, apply for awards like SIIA CODiE! There is no greater honor than being recognized by the wider technology industry for your investment in the success of your customers. This kind of acknowledgement encourages dedicated team members and motivates them to keep up the great work!

Thanks again to SIIA for this designation. We are incredibly proud and look forward to providing continued customer success in the year to come.


Rhianna Rhianna Collier is VP for the Software Division at SIIA. Follow the Software team on Twitter at @SIIASoftware.