Two Innovative Companies Share Goal of Immediate Service Response
To Today’s Demanding Upscale Customers
TEMPE, Ariz.--Vital Insight Group, the company that uses cutting edge technology to provide next generation customer experience management solutions, today announced that they have teamed with Trillium Residential, a builder and manager of award-wining, luxury multi-family communities. The companies have collaborated to provide a unique and strategic Customer Experience Management (CEM) program aimed at immediately responding to the needs and desires of current and potential residents for Trillium’s communities throughout the Phoenix metropolitan area.
“Working with Trillium, we found the perfect partnership. Our philosophies about what customer experience should be -- and what it can be -- mesh wonderfully,” said Jason Tryfon, President of Vital Insight. “Our CEM program gives Trillium the immediacy of response that helps them grow and enhance their relationships with their customers.”
Vital Insight’s flagship Foresight application is the engine that fuels the data acquisition process through the customer surveys, and facilitates the fast follow-up. The application’s proprietary technology lets Trillium not only gather valuable data from customers but make it immediately actionable, which is what sets Vital Insight’s tool apart from both traditional syndicated, paper-based research methods and the myriad Customer Relationship Management (CRM) tools available today.
“Ground breaking new concepts like this has helped to define Trillium’s brand and drive profitable growth,” said David Dewar, Principal of Trillium Residential. “Too often the emphasis has been on a company’s goals, and not necessarily what the customer wants. CEM is the opposite of that. It is highly customer-centric focused and uses systems, technologies and simplified processes to improve the customers experience with the company.”
One full-time Trillium Employee is dedicated to running the program, which responds to all incoming queries with timely, personalized follow-ups at key post-property-tour intervals. For current residents, the Vital Insight program goes into motion immediately after move-in with a highly personalized digital orientation packet. The interest-grabbing, graphically enhanced survey offers residents an opportunity to make inquiries and raise concerns. The feedback is then routed through the Trillium organization and immediately addressed, usually within a matter of hours. The Vital Insight program is continued throughout the time the resident leases an apartment with prompt responses to items as wide-ranging as service requests to information on the latest resident activity, playing a key role in the development of a strategic personal relationship with each resident. The results are continuous feedback on which to base continuous improvement, and strong customer loyalty for the lifetime of the relationship.
“We have moved from a product economy to a service economy, and we are now moving into an experience economy which adds a high level of emotion,” says Lesa LaRocca, President of Trillium Residential. “Our focus is on the entire experience for our residents. This highly customized online, real-time CEM program encompasses every customer touch point of our brand. We are excited to be the first in the multi-family industry to integrate this leading edge technology.”
As a result of extensive research, Trillium creates communities that go beyond the traditional “bricks and sticks” development. With the influence of boutique hotels and the goal of a true sense of community, Trillium’s properties revolve around an activated and energized signature Great Room concept that caters to enhancing a person’s lifestyle opportunities and experiences.
About Trillium Residential LLC
Trillium Residential is a builder and manager of award winning, high quality multi-family communities focused mainly in the Southwestern United States including Arizona and California, with a primary focus in the Phoenix Metropolitan Area. As an integrated real estate company, Trillium combines development, construction, finance and property management disciplines all under one roof, creating the cohesive and coordinated environment needed to provide quality multi-family housing. The Principals of Trillium Residential, David Dewar, Ken Losch and Jamie Dawson, represent more than 55 years of experience in apartment management, acquisition, finance, construction and development. For more information about Trillium Residential and its properties, call 480-294-6300 or visit the website at www.trilliumresidential.com.
About Vital Insight Group
Vital Insight software helps customers build and maintain client loyalty. Their customized and scalable solutions allow clients, through the actionable intelligence they receive from Vital Insight systems, to instantly identify key business problems, develop operational innovations to resolve them, and prevent client defection instantly—not weeks or months later. Combining the best people and technology with an absolute dedication to clients’ businesses has helped Vital Insight Group create loyal customers in the automotive, hospitality, golf, and property management industries. More information about Vital Insight, its Foresight product, as well as other products, can be found at www.vitalinsightgroup.com.
