Integrity Building Products is committed to delivering an exceptional customer experience, including quality products and services delivered on time and on budget. But this commitment to our home-building partners doesn’t end once the building materials are on site.
“At Integrity Building Products we are committed to service excellence,” explains Scott Myer, Chief Operations Officer for the Integrity Group and business unit leader for Integrity Building Products. “We have never wanted to stop at ‘good enough’ and would much rather exceed expectations, and that includes our level of service. We want to offer our customers strong technical and field-level support to help them achieve their goal of completing homes on time and on budget.”
Elevating the Customer Experience
Integrity’s commitment to service excellence is exemplified by the technical, on-site service offered by our Field Services team. Once materials are delivered, the Field Services team is the site supervisors and framers first call, handling questions and problem-solving when the need arises.
Integrity’s Field Services team is led by Earl Riberdy, Field Construction Manager. Earl has been with Integrity Building Products since 2017 and has held multiple roles including sales. Before Earl joined Integrity he was on the home building side with specialties in framing and drywall. “I’m like the concierge of the Integrity Building Products team,” laughs Earl. “I am available to the site-supers and the framers, ensuring they have everything they need and that the products are of the quality we promised.”
As Earl explains, no day is typical and every day brings a new challenge. “I will often show up to the site first thing in the morning and check in with the site supers or the framers, to see if they have any questions or concerns. If they need additional materials I will even turn into a hotshot driver, including creating and fulfilling their VPO and running it back to the site, helping to ensure their project stays on track. I enjoy troubleshooting and doing what I can to ensure our partner’s projects go smoothly. Nobody likes downtime, including me.”
"Listening and observing are important if we truly want to improve the customer's experience."
“With Earl on the ground we can swiftly respond to any technical questions that arise, including material mis-use, damage or shortages, or even how to interpret a design or layout file,” explains Scott. “Our customers are experts at what they do, but having our own technical specialist who’s been in a builder’s shoes delivers immeasurable value to all parties. Earl is one of our super-heroes!”
Committed to Continuous Improvement
Effective communication and collaboration are essential for business improvement. Integrity’s Field Services team acts as a conduit for information between Integrity, our customers, and our customers’ trade teams, most specifically framers. “I am a single point of contact for our home-building partner’s framing crews,” explains Earl. “When they have a question or concern regarding the products we supply and how to use them, they know they can call me. This streamlines communication and gives us the ability to respond quickly.”
“Internally, Earl acts as the eyes, ears and even the voice of those who actually use the products we design and supply,” explains Scott. “He provides invaluable insights into the challenges that our builders face, allowing us to troubleshoot and find solutions proactively. His role is not just about fixing immediate problems but also helping to identify and address the root cause.”
The Field Services team is fully integrated with the many functions at Integrity including account management, design and estimating, manufacturing, purchasing and logistics. On-site observations and feedback are shared so that all departments can work together to find both short and long-term solutions. “I am proud to be a voice of the customer, providing valuable, timely feedback to our teams, and sharing the challenges framers may have on-site with either manufactured components or layouts,” adds Earl. “Listening and observing are important if we truly want to improve the customer’s experience.”
Prefabricated Wall Panel Support
Innovation in the home-building industry typically includes new methods and materials that promise improved efficiency and quality. However, the successful adoption of these changes hinges on the education and support provided to those tasked with implementing them. Integrity Building Products understands this crucial aspect and Earl and the Field Services team have helped support the transition to prefabricated wall panels for many builders, including Cedarglen and Calbridge Homes.
“When Calbridge and Cedarglen began converting to prefabricated wall panels, it was a big change for the framers,” explains Scott. “Earl worked closely with the framing teams, coaching them on the installation method and ensuring they had the knowledge and tools to be successful. Earl has been instrumental in helping both Integrity and our customers adapt.”
“I spent time with the crews, demonstrating proper installation techniques and addressing their questions,” adds Earl. His hands-on approach helped instill the necessary confidence in the framers so the transition to prefabricated wall panels was as smooth as possible.
Commitment to Technical Excellence
Integrity Building Products is committed to delivering an exceptional customer experience every time, including offering technical expertise for the products we supply. This dedication to our single and multi-family home builders extends far beyond the point of delivery. Integrity’s Field Services Team is another example of our commitment to being a trusted and dedicated partner to all of our customers, while also driving ongoing improvement.
