How a mid-sized builder transformed client communication and delivered 12 luxury homes on time using Struxco's real-time transparency platform.
James Thompson
Owner, Thompson Custom Homes
Austin, Texas
Thompson Custom Homes had built a strong reputation in the Austin market for high-end residential construction, but growth was creating operational strain. With 8-12 concurrent projects, James Thompson and his team were drowning in client communication.
"We were getting 30-40 phone calls and texts per day from homeowners asking about progress," James recalls. "Each call took 10-15 minutes to answer questions that could have been avoided with better visibility. My project managers were spending more time on the phone than on the job site."
The communication chaos led to missed updates, frustrated clients, and a backlog of change orders that slowed down every project. Thompson knew his team needed a better system before taking on additional builds.
Thompson Custom Homes implemented Struxco across all active projects in January 2025. The team spent one week setting up detailed checklists, uploading progress photos, and onboarding clients to their personalized portals.
"The client portal was a game-changer," James explains. "Instead of calling us, homeowners could log in anytime to see exactly what phase we're in, which tasks are complete, and view photos from that day's work. The transparency eliminated 90% of the 'status update' calls."
The team also leveraged Struxco's photo gallery feature to document daily progress. Each evening, project managers uploaded 5-10 photos with brief notes, giving clients a virtual walkthrough without scheduling site visits.
Within 30 days, client satisfaction scores jumped from 4.2 to 4.9 stars, and the team reclaimed 15+ hours per week previously spent on phone calls.
From 35 calls/day to just 8, saving 15+ hours/week
All 12 projects delivered on or ahead of schedule
Up from 4.2, with 95% referral rate
Capacity to take on 4 additional projects/year
Struxco didn't just save us time—it transformed how we build trust with clients. The transparency creates confidence, and confident clients are happy clients. Our referral rate has never been higher.
James Thompson
Owner, Thompson Custom Homes
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