News

February 18, 2025 | IN Together Magazine | BY AVID | 5 min read

Homeownership is more than just a transaction; it’s a journey. Behind every home purchase, there’s a unique story, a story AVID joins in on and supports, every step of the way. 

Customer Service Manager, River Marie shares how everyone who steps into an AVID community for the first time, shapes the ‘why’ and ‘how’ AVID connects with its customers. 

For seven years, River has been dedicated to supporting and evolving the customer-focused programs with the Customer Experience Team at AVID and has been actively involved in service support across the various AVID communities. Along the way, he has seen the business take shape and likewise, the customer focus evolve.

“At the heart of our decision making lie our customers. They are behind all our team’s insights and solutions, meaning we can remove the unknown and provide them with an easy and comfortable buying journey – whether they are purchasing their first block or embracing their new community lifestyle,” River said.

“It’s important for us to recognise no road to homeownership is linear but rather a multifaceted process, with multiple touchpoints and channels of communication throughout.”

With the goal of continuously improving the customer experience, AVID Connect was refreshed in 2019 as a purpose-built communication and service platform. This strategic move allowed AVID to expand its reach and offer a greater depth to both digital and in-person support. 

“We have implemented a range of industry-leading new initiatives over the past four years to streamline and personalise our interactions with customers at every point of their journey,” River explained. 

“After contracts have been executed, every customer is introduced to a dedicated Customer Ambassador at their ‘Next Steps’ meeting. This is an opportunity to further understand the customer’s motivations and provide guidance on how to access and utilise our AVIDConnect Customer Portal.

“By requesting feedback from our customers at each milestone rather than just after settlement, it allows us to navigate any potential pain points together and make the necessary changes to ensure a positive experience overall.”

AVID’s customer service team covers over 8000 cases annually, but River can point to one particular customer whose unique case provided him with complete reassurance that all the new processes were making a positive difference to the many buyers they support. 

“We had a customer who purchased a new home in our Queensland community of Chambers Ridge who was preparing to move from interstate, right before COVID lockdowns commenced. There was obvious uncertainty during this time, and the customer was not able to visit the community to see their new home progressing,” River explained.

“The Next Steps Meeting, arranged via FaceTime, was a turning point for their journey as our Customer Ambassador was able to provide them with access to the AVIDConnect Customer Portal showing the live construction progress and updated photos of their new home.”

To put it simply, the team have focused on improving the digital experience for customers so that each of their journeys can be personalised to them.

“Without the people, systems, and processes in place, this would not have been possible and something we are proud to deliver day in and day out,” River said. 

Meet Customer Ambassador Georgia Ward 

With a remarkable seven-year tenure as an AVID Customer Ambassador, Georgia Ward finds the most fulfilling aspect of her role lies in sharing the remarkable journeys of the customers.

“We meet people from all walks of life, and taking into consideration their personal desires, needs, and financial situation is a rewarding experience – it’s truly special to connect with so many different stories and guide them through one of the most important purchases in their life,” Georgia explained. 

“Ensuring our customers’ peace of mind is of utmost importance throughout their journey, our role as dedicated Customer Ambassadors is to embody this principle and ensure their needs, wants and why’s are fully satisfied.

“What makes us stand out from other developers is our commitment to being there from contract to settlement, providing on-the-ground updates from our development teams, Site Managers, and Civil Contractors straight to the palm of our customers – it’s a full circle approach and one I’m proud to be a part of.

“My friends have also become part of an AVID community, and it’s truly heartwarming to witness their seamless integration and connection amongst their neighbours and surrounding community.”

How AVID keeps customers in the know

• Receive a series of emails and text messages at important milestones in your purchasing journey. You will also receive monthly email updates until we have started construction at which time progress is viewable directly on the AVIDConnect Customer Portal.

• A dedicated Customer Ambassador to help with questions and guidance from the moment you sign the contract through to post settlement.

• Join in on a ‘Next Steps’ meeting, which will take you through the journey and what you need to know.

The Customer Portal provides 24/7 service to customers giving them the ability to access up to date information on their home’s construction, key documents and plans at their convenience. Customers can keep in touch with their Customer Ambassador and create and track the status of their enquiries.

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