How Regency Eliminated Client Confusion
A 40-year custom builder unified all operations in one system
The Challenge
After 40 years in business, Regency Builders was using multiple disconnected systems for different aspects of their projects. Clients constantly asked the same questions about budget, schedule, and selections because information was scattered across emails, spreadsheets, and file folders.
The Result
BuildTools unified everything into one system, giving clients 24/7 access to their project information. Client confusion vanished, and Regency's team spends less time answering the same questions repeatedly.
About Regency Builders
With over 40 years of experience building custom homes, Regency Builders has earned a reputation for quality craftsmanship and exceptional client service. As a multi-generational family business, they've built hundreds of homes and developed deep expertise in the custom home building process.
Despite their experience and success, they recognized that their systems hadn't kept pace with client expectations for transparency and real-time information. Clients building million-dollar homes wanted the same level of visibility they had in other areas of their lives.
Regency knew they needed to modernize their operations while maintaining the personalized service that made them successful. BuildTools provided the solution.
The Challenge: Information Overload and Client Confusion
Regency's biggest challenge wasn't building quality homes—they'd mastered that decades ago. The problem was managing information and keeping clients informed:
Constant Client Questions
Clients repeatedly asked "What's my budget balance?", "When will X be installed?", and "What did we decide about Y?" The team spent hours each week answering questions that clients should have been able to answer themselves.
Scattered Information
Project details lived in multiple places: budgets in spreadsheets, schedules in one system, selections in another, and conversations in email. Finding answers meant searching through multiple systems, and sometimes the information simply couldn't be found.
Decision Delays
When clients couldn't easily see the impact of decisions on budget and schedule, they delayed making choices. This created costly project slowdowns and extended timelines.
Miscommunication Issues
With conversations happening via email, phone, and in-person meetings, there was no single source of truth. "I thought we agreed on..." conversations were all too common, leading to friction and rework.
Team Inefficiency
Team members spent significant time tracking down information, updating multiple systems with the same data, and coordinating between platforms. This administrative burden reduced time available for actual project management.
The Solution: One System for Everything
BuildTools gave Regency what they needed most: a single, unified platform where all project information lives. Budgets, schedules, selections, documents, communication—everything in one place, accessible 24/7.
Complete Client Transparency
Regency's clients now log into BuildTools anytime to see exactly where their project stands. Budget balances, upcoming milestones, selection deadlines, change orders—it's all there, updated in real-time.
The Impact:
Client calls and emails dropped dramatically. When clients do reach out, it's for meaningful conversations about design and decisions, not status updates. This improved both efficiency and client satisfaction.
Unified Communication Hub
All project communication now happens in BuildTools. Clients, contractors, and team members can see conversation history, approvals, and decisions in context—right alongside the budget line items or schedule tasks they relate to.
No more "I can't find that email" or "who approved this change?" Everything is documented, searchable, and timestamped.
Streamlined Selection Process
BuildTools' selection management feature transformed how Regency handles client choices. Clients can see all their selections in one place, understand budget impacts, and track deadlines—eliminating confusion and reducing delays.
Real-Time Budget Visibility
Clients can log in anytime to see their current budget status, track change orders, and understand where their money is going. This transparency builds trust and helps clients make informed decisions quickly.
Centralized Document Management
Contracts, plans, permits, warranties, and product specifications all live in BuildTools, organized by project. No more digging through email attachments or file cabinets to find critical documents.
The Results
Client Confusion Eliminated
Clients have complete visibility into their projects 24/7. Questions about budget, schedule, and selections dropped by over 80%, freeing up the team to focus on delivering exceptional homes instead of providing status updates.
Faster Decision Making
When clients can instantly see how decisions impact budget and timeline, they make choices faster. This keeps projects moving and reduces costly delays caused by pending decisions.
Enhanced Trust and Satisfaction
Complete transparency builds trust. Clients appreciate being able to verify any information anytime, and they feel more in control of their projects. This has led to more referrals and better online reviews.
Reduced Administrative Burden
The team no longer maintains information in multiple systems or spends time searching for documents. BuildTools reduced administrative time by hours each week per project.
No More "He Said, She Said"
With all communication and approvals documented in BuildTools, disputes about what was agreed to are now rare. Everyone can see the conversation history and decision trail.
Competitive Differentiation
Regency now showcases BuildTools in their sales process. Prospective clients love the transparency and professionalism it demonstrates, helping Regency stand out from competitors still using outdated systems.
Impact at a Glance
Fewer Client Questions
Self-service information access
Project Transparency
24/7 client portal access
Unified System
For all project information
Key Takeaways
Transparency is the new standard.
Modern clients expect real-time access to their project information. Providing this transparency isn't just nice to have—it's a competitive necessity.
Self-service saves time for everyone.
When clients can find answers themselves, they're happier and your team is more productive. BuildTools' client portal turned information requests from interruptions into non-events.
One system beats many.
Maintaining information across multiple platforms creates inefficiency, errors, and confusion. Consolidating everything into BuildTools eliminated these problems and made operations smoother.
Documentation prevents disputes.
Having a complete, searchable record of all decisions and communications eliminates "I thought we agreed..." situations and protects both the builder and the client.
How Regency Builders Uses BuildTools
Client Portal
24/7 access to budgets, schedules, and project updates
Centralized Communication
All messages and approvals documented in one place
Selection Management
Track client choices with budget impacts and deadlines
Budget Tracking
Real-time visibility into costs and change orders
Document Management
Centralized storage for contracts, plans, and specifications
Schedule Management
Keep clients informed of upcoming milestones and tasks
Ready to Eliminate Client Confusion?
See how BuildTools can give your clients complete transparency and free up your team—just like it did for Regency Builders.