Qualia recently conducted a survey of over 100 Qualia Connect customers to better understand how title & escrow businesses leverage Connect to serve their clients and improve their day-to-day operations.
We want to thank all those who participated in the survey and shared their experiences with us. The insights from this survey not only help our team better understand our users and their needs but also allow us to celebrate the collective success of our community of users. Here’s what we have achieved together.
Connect users served more clients while maintaining high levels of service
The title & escrow industry is dedicated to offering exceptional service. By leveraging Qualia Connect, survey respondents reported that they were able to serve more clients with the same number of staff while maintaining high levels of service. The majority of our survey respondents reported that they were able to handle 30% more orders per month with Connect.
These efficiency gains were due in part to staff redirecting their attention away from time-consuming, repetitive tasks that could be automated, and towards more value-add tasks that require subject matter expertise. For example, survey respondents reported that their agents were able to automate time-consuming tasks like status updates and information requests. Connect enables title & escrow companies to set up triggers within a workflow so that custom, automated messages are sent to the appropriate parties after a particular milestone occurs. Survey respondents reported a 60% reduction in the number of phone calls needed to complete work on a file and the majority received information back from clients 5 times faster.
Connect users reduced file errors to offer greater confidence to their clients
File errors are costly mistakes that greatly impact the trust your clients hold in your business. Plus, there are even bigger implications such as negatively impacting the title to someone’s property.
One of the main culprits for errors is rekeying information from system to system. When a processor must reenter information, there is always an opportunity for a mistake. In Connect, title & escrow agents can send information requests directly to clients—when the request is complete, the information auto-populates across the entire order. By eliminating the need to rekey the same information across multiple documents, the process is less prone to errors. Our survey validated that Connect users saw fewer errors per file.
Connect users offered their clients high-touch service and quicker closings
Qualia’s Homebuyer Sentiment Index found that the home closing process is still one of the most confusing and stressful parts of the homebuying experience. Even with ample access to online resources, homebuyers and sellers still need real estate professionals to help expertly guide them through the closing process.
Automations in Connect speed up previously manual, time-consuming tasks so that title professionals can focus on what matters most—their clients. Automated communications free up title professionals so that they can engage with their clients and provide a high-touch experience. Survey respondents saw a significant improvement in their ability to respond to customer inquiries in a timely manner. The majority of Connect users report that they are now able to respond to clients within hours rather than several days or a week.
Check out the infographic, here.
To learn more about how your business can leverage Qualia Connect to better serve your clients, get in touch with a Qualia specialist by scheduling a time below.