When a leading Title and Escrow company in Hawaii faced ongoing staffing shortages, it led to short term backlogs which effected service levels. In the longer term, the client was concerned about its ability to grow and build a strong team. Connext worked closely with the client to develop a solution that resulted in significantly improved service levels and lower costs.
Escrow – Creating and managing escrow orders is time-consuming data entry and administrative work; however, it also requires judgment, communication skills, and constant attention to detail. When Connext began working with the client, there were many open positions and the central processing team struggled to keep up with volume.
Title – Title search is not only time consuming and demanding, but it also requires judgment, understanding of the process, and the ability to make decisions. In a high cost, low unemployment rate environment, the client was constantly challenged to hire, train, and retain a great team.
Working closely with both client executives and managers, Connext and the client teams developed and implemented an effective solution with unprecedented visibility into the activity of the Connext team. In a relatively complex technical environment, the Connext team integrated with the client’s team, systems, and processes at a pace consistent with the client’s expectations.
The strategic partnership significantly reduced turn times and consistently met service level expectations. This allowed the client’s local staff to take on more complex work and further improve service level for their customers. For both title and escrow services, Connext and the client team interact daily and embrace a continuous improvement approach.
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