Maronda Homes, a leading residential builder, needed a smarter way to manage thousands of warranty and service requests from homeowners across their communities. Traditional call centers struggled with long wait times, inconsistent data capture, and manual follow-ups that slowed down the resolution process.
To solve this, we implemented an AI-powered voice assistant and service management system that acts as the first point of contact for homeowners. The platform automatically handles inbound calls, logs service requests, classifies issues by category, and even enables homeowners to upload photos for faster troubleshooting.
The Challenge: Inefficient Warranty Claim Management in Residential Construction
For homebuilders like Maronda Homes, delivering high-quality customer care after the sale is just as important as building the home itself. Yet the traditional process for managing warranty claims and service requests was slow, manual, and inconsistent.
High Call Volumes Overwhelmed Support Teams
Homeowners frequently called in with urgent warranty requests, from electrical and plumbing issues to HVAC breakdowns and water damage. With no AI-powered warranty management system in place, every intake required manual processing by staff. This consumed valuable time and resources, left callers waiting on hold, and made it nearly impossible to prioritize high-severity cases efficiently. The lack of automation slowed response times and diminished the overall homeowner support experience.Manual Data Collection Led to Errors
Support agents had to manually gather names, addresses, emails, and issue details before creating a ticket. Without an automated ticketing system to validate or pre-fill data, even small errors—like typos or missing fields—caused mismatches and delays. These mistakes disrupted workflows and made it harder to link requests to the correct Job ID in the ERP, creating bottlenecks that impacted homeowner issue tracking and resolution speed.Verification Was Time-Consuming and Unreliable
Confirming whether a caller was the actual homeowner, a tenant, or a property manager required multiple manual steps. Without AI-driven caller verification tools, agents had to cross-check records, ask repetitive questions, and sometimes escalate internally. This slowed down claim intake, created uncertainty for staff, and left homeowners waiting longer for a resolution—weakening trust in the support process.Inconsistent Photo Handling Complicated Resolution
Warranty cases often required photo documentation, but there was no standardized digital workflow for collecting and attaching images. Homeowners relied on email chains or text messages, leading to missing attachments and disorganized records. Without automated photo upload and ticket integration, technicians lacked proper context when arriving onsite, causing misdiagnoses, repeat visits, and slower issue resolution.Slow Ticket Creation Delayed Repairs
Without AI-powered workflow automation, agents spent excessive time capturing details and routing requests. As a result, homeowners faced longer repair timelines, grew increasingly frustrated, and Maronda Homes risked damaging client trust and satisfaction.
These challenges highlighted the urgent need for an AI-driven customer care solution that could handle warranty calls from start to finish—verifying identities, logging accurate data, requesting photos when needed, and creating ERP-linked tickets automatically.
Our Goal: Redefining Warranty Service with AI
The partnership between LATO AI and Maronda Homes was driven by a clear mission: to transform a manual, error-prone warranty service process into a seamless AI-powered customer care system. The vision was not only to save time for internal teams but also to deliver a faster, more transparent, and more satisfying experience for homeowners.
Key objectives included:
Streamline Call Handling with AI Automation
Implement an AI-powered call management system capable of answering high volumes of homeowner requests without overwhelming staff. By automating intake for common issues and routing calls based on urgency, the goal was to reduce wait times, eliminate bottlenecks, and ensure homeowners received faster, more consistent support.
Automate Data Capture and ERP Integration
Replace manual intake forms with an automated ticketing system that captures homeowner details—such as name, address, and issue type—in real time. By integrating directly with Maronda Homes’ ERP, tickets would be instantly linked to the correct Job ID, reducing errors and speeding up case resolution.Enhance Caller Verification Accuracy
Introduce AI-driven caller identification and verification tools to validate whether the person on the line is the actual homeowner, tenant, or authorized contact. This would eliminate repetitive questioning, reduce uncertainty for staff, and accelerate claim intake while improving trust and security.Standardize Photo Submission Workflow
Deploy a mobile-friendly photo upload portal where homeowners could submit images of warranty issues directly linked to their tickets. This centralized process would give technicians clear visual evidence ahead of time, reduce misdiagnoses, and speed up on-site service resolution.Accelerate Ticket Creation and Service Dispatch
Use AI workflow automation to compile complete tickets in seconds, attaching verified homeowner data and photo evidence automatically. By minimizing manual intervention, the system would drastically cut repair delays, improve operational efficiency, and deliver a more seamless, high-quality support experience to every Maronda Homes customer.Scalable Customer Support for Growth
Build a system flexible enough to handle thousands of warranty requests across communities, while maintaining consistency in data, speed, and homeowner experience.
By aligning on these goals, Maronda Homes and LATO AI set out to create a customer support automation system that not only improves internal efficiency but also raises the standard of post-sale care in the residential construction industry.
At a Glance: The AI-Powered Warranty & Service Management Platform for Maronda Homes
The Maronda Homes AI Warranty Platform was designed as a foundational step in modernizing customer care for residential builders. By combining intelligent voice automation, ERP integration, and standardized photo handling, the platform eliminates inefficiencies in warranty claim intake and ensures that every homeowner request is logged quickly, accurately, and transparently.
Rather than relying on manual call centers and fragmented systems, the solution creates a centralized and automated workflow where every interaction—whether a call, verification step, or photo upload—is seamlessly tied to the homeowner’s property record. This approach not only reduces operational costs but also strengthens trust by providing homeowners with a smoother, faster, and more consistent experience.
Behind the Scenes: AI-Driven Homeowner Support
Admin Panel & Multi-Number Support for Scalable Warranty Management
The platform begins with a robust admin panel that centralizes every aspect of the warranty process. From here, Maronda Homes can manage multiple phone lines, allowing different communities or regions to have their own dedicated numbers while still feeding into the same AI workflow. This flexibility ensures scalability across large portfolios without adding complexity. In addition, administrators can review overall performance at a glance, configure integrations, and ensure the system runs smoothly across all channels.
Metrics & Performance Dashboards
To give managers full visibility, the system includes real-time dashboards that display total call volumes, successful intakes, ticket creation rates, and average handling times. These metrics provide actionable insights into how well the AI is performing and highlight opportunities for improvement. By replacing guesswork with concrete data, Maronda Homes can continuously refine its customer care strategy while scaling support operations without increasing staff.
Conversation Logs for Transparent Homeowner Support
When a homeowner calls, every interaction is automatically captured and displayed as a chat-style log in the dashboard. This feature ensures that warranty teams have a clear record of what the AI assistant collected—homeowner details, issue descriptions, and verification steps—without having to listen to entire call recordings. These records create transparency, improve accountability, and allow support teams to step in quickly if further assistance is required.
AI Instructions & Custom Commands to Control AI Assistant
Administrators can fine-tune the AI’s behavior through a dedicated instructions panel. This control layer allows Maronda Homes to set priorities, define how the AI should respond in specific scenarios, and adapt scripts as needs evolve. Whether adjusting tone, requesting missing data, or handling exceptions when a non-homeowner calls, the instructions panel ensures that the AI remains both flexible and aligned with the company’s customer service standards.
Automated ERP Ticket Creation with Accurate Data Capture
After each call, the AI automatically generates a ticket in the ERP system. This ticket includes homeowner contact details, property Job ID, type of issue (plumbing, HVAC, electrical, etc.), urgency, and any additional notes. By removing manual entry, the platform reduces errors, speeds up processing, and ensures technicians receive complete information right from the start.
For issues that require visual confirmation, the system activates a photo upload workflow. Homeowners receive a secure SMS link, enabling them to upload photos directly from their phone. These images are instantly attached to the corresponding ERP ticket, providing technicians with clear evidence before they arrive onsite. This not only improves resolution speed but also reduces unnecessary trips, lowering costs and enhancing homeowner satisfaction.
Key Features
AI Voice Assistant for Warranty Calls: Answers homeowner calls 24/7, captures details, verifies records, and links requests to the ERP system.
Automated Ticket Creation: Generates complete ERP tickets with homeowner info, Job ID, issue type, urgency, and descriptive notes.
Photo Upload Workflow: Sends a secure SMS link when visual evidence is needed, attaching images directly to the ticket.
Admin Dashboard: Provides real-time insights into call volumes, ticket status, and performance metrics.
Multi-Number Flexibility: Supports multiple warranty lines across regions or communities, all within one centralized platform.
Custom AI Instructions: Admins can adjust commands and behaviors to refine tone, improve accuracy, and adapt to evolving needs.
Why It Matters
Traditional warranty intake relies on manual call centers, spreadsheets, and inconsistent processes. By adopting an AI-powered warranty claim system, Maronda Homes can:
Accelerate Service with instant ticket creation and faster homeowner responses.
Eliminate Errors by capturing and validating data automatically.
Enhance Transparency through conversation logs, photo evidence, and real-time dashboards.
Scale Support across communities without expanding call center staff.
Boost Homeowner Satisfaction with seamless, reliable post-sale service that builds long-term trust.
Conclusion: Elevating Homeowner Experience Through AI-Powered Warranty Service
The collaboration between Maronda Homes and LATO AI marks a turning point in how residential builders manage post-sale customer care. By introducing an AI-powered warranty and service automation platform, Maronda Homes transformed a process once bogged down by manual intake, fragmented tools, and inconsistent data into a streamlined, transparent, and scalable system.
Every call from a homeowner is now answered by an intelligent voice assistant that collects accurate information, verifies property records, and generates ERP tickets automatically. When photo evidence is required, homeowners receive a secure upload link, ensuring that technicians have the full context before stepping onsite. This seamless flow not only reduces delays and eliminates errors but also provides real-time visibility into claim volumes, response times, and ticket resolution rates through the admin dashboard.
For homeowners, the impact is clear: faster service, less friction, and greater trust in the builder’s ability to deliver support long after the keys are handed over. For Maronda Homes, the benefits go beyond efficiency—this AI-driven foundation creates a scalable infrastructure that can evolve into future phases such as automated triage, vendor dispatching, and even AI-assisted diagnostics for recurring issues.
By embracing this technology, Maronda Homes has set a new benchmark for AI customer support in residential construction, proving that warranty care can be both automated and deeply human-centered. The result is not only happier homeowners but also a stronger, future-ready brand built on consistency, reliability, and innovation.
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