On a mission to establish life-long relationships, for Equitable National Title Group, providing a seamless and stress-free experience is imperative to supercharge client experience.

ENTG aims to take the stress out of the closing process and give their clients the dedication and time they deserve.

As the managing partner for seven title companies across Florida, this is no small task.

To maintain its impeccable customer service and standardize operations, ENTG depends on effective systems, software and processes which enable transparent communication.

Challenge

With a growing business and expanding client base, the need for enhancing productivity and minimizing the time needed to generate and send quotes became clear.

They wanted to give their clients remote 24/7 access to the quoting process, so realtors no longer had to be confined by opening hours or agent availability.

To build everlasting relationships, the service they offered needed to be client-centric while remaining accurate and reliable.

Offering a platform where users could go in and generate quotes with ease and at their convenience was the obvious next step for ENTG. They just didn’t know how to make it happen.

Solution

With an in-house development team, attention focused on creating an in-house app for the quoting processes. However, this didn’t go to plan, and ENTG returned to the drawing board.

This is where TitleCapture came in.

(ENTG’s very own fairy godmother. Bippity, boppity, boo.)

Providing their branded title app with a fully dedicated support team.

Results

Since joining TitleCapture, the worries ENTG had about not fully satisfying the needs of their clients have become a thing of the past.

TitleCapture has given Equitable National the power to put their clients back in control, creating a client experience that breeds autonomy and positivity.

Since installation the reviews ENTG have received are simply glowing, with Waypoint Real Estate Group stating that:

“Choosing Equitable Title was one of the easiest decisions our team has had to make. The staff at Equitable are service-oriented, highly skilled, courteous, and professional with an amazing can-do attitude.”

Coincidence? Yeah, we don’t think so either.

As if the glowing reviews and joyous customers weren’t enough, ENTG’s compliance director Carl Fiore believes that TitleCapture has allowed their closers to focus on building rapport and trust with their clients, whilst drastically reducing their workload.

Incredible right?

We couldn’t be happier for ENTG and can’t wait to see how TitleCapture can continue to help them in the future.

The post In-House or Done for You? Why ENTG Chose TitleCapture to Supercharge Client Experience first appeared on titlecapture.com.

As the longest-running real estate agency in America, it’s safe to say that Baird & Warner has seen it all during their 167 years of service, including a challenge to mobilize operations.

Priding themselves on offering a “fully integrated, full-service approach”, their top priority has always been offering the most seamless and unbeatable experience possible.

Challenges

With over 100 title agents and thousands of clients to manage, providing quotes promptly and effectively was proving somewhat challenging.

Despite high staff ratios, agents struggled to manage their workload due to the necessity of timely data entry and manual processes.

Agents depended on Excel spreadsheets that would auto-populate taxes and fees, meaning that countless hours that could have been spent nurturing client relationships were tied up within outdated processes.

Due to the complexity of the spreadsheets needed, agents were kept tied to their desks as quotes could only be calculated using desktop technology. This meant that agents were restricted to generating resources within office hours, severely constricting the team’s potential and productivity.

Solution

In order to increase efficiency and mobilize operations, a solution needed to be found. One that was user-friendly and could be rolled out across various locations.

That’s where we came in (cue superhero music).

“TitleCapture solved our desktop issue. No longer are we reliant on laptops and computers. We can now mobilize our operations and offer unbeatable service to our clients whether on the road or in the office.” – Scott Persin, VP of sales Baird & Warner

Quotes that once took hours to process are now generated in seconds, allowing Baird & Warner agents the time needed to adequately nurture leads and build relationships that last a lifetime.

Results

Baird & Warner view TitleCapture as an indispensable tool that has completely transformed how quotes are sent and received.

Employees are more productive, efficiency has increased, and client satisfaction levels are higher than ever.

Instead of being limited by time, agents are now able to dedicate their resources to driving repeat customer and increasing organizational growth.

In the coming months, these transformational changes are expected to magnify, with Illinois-specific tax brackets, client updates and tool tips soon to be added to Baird & Warners service package.

At TitleCapture, providing our clients with exceptional results is the highest priority. As such, our development team is constantly working on ways to enhance and personalize our client experience as well as mobilize operations.

The post How TitleCapture Enabled America’s Longest Standing Real Estate Company to Mobilize Operations and Provide Unparalleled Customer Service first appeared on titlecapture.com.

New to the industry as of 2018, Concierge Title of Texas has hit the ground running. Since opening its doors, it has become a leading competitor in the Texas Title Industry, and during the COVID-19 pandemic, was completing over a thousand closings per month. On a mission to become the most trusted and respected “Concierge” service for realtors, investors and loan officers, exceeding expectations, delivering unbeatable results and delivering the best customer service is non-negotiable. Their unwavering commitment to providing the highest quality service drives repeat business and has enabled them to deal with agents and lenders across the country.

Challenges

As a new company, developing systems and processes that drive efficiency has been fundamental to building CTOT’s stellar reputation.

Like any organization, finding the perfect software to complement its needs has been a process of trial and error. Before TitleCapture, CTOT relied on software such as Qualia, which is dependent on manual input and preloaded test files.

Using Qualia was not only time-consuming and complex but, more than anything was draining the organization’s potential for growth.

Unlike TitleCapture, where each staff member has their own login credentials. Qualia required CTOT staff to sign in using the same account. This means that the whole company had to use the same four test files during the quoting process.

As you can imagine, this often caused delays in clients receiving quotes, with agents waiting for a free test file or reentering case-specific information due to it being deleted by other staff members.

Solution

Frustrations were growing, and it was clear that new software was needed. CTOT required a solution that would allow the company to seamlessly deliver quotes in a manner that would enable their clients to feel valued and prioritized.

With TitleCapture, CTOT could dramatically reduce the time and effort needed to produce each quote. Instead of operating via one file type, each individual agent can now generate custom quotes with just a few clicks of a button.

Our custom templates have allowed CTOT to gain control of their processes and have helped to ensure that their clients receive a level of service that is untenable.

Results

When asked about the impact TitleCapture has had on their business, CEO Erin Kieschnick stated that having their own branded title software had been a “game changer” and provided the best customer service, she couldn’t think of a single thing that TitleCapture had missed for their market.

As always, our development team is constantly on the lookout for ways we can customize our app to meet the specific needs of our clients, so a new feature that automatically generates the property tax prorations for Texas will soon be made available.

The post How Concierge Title of Texas uses TitleCapture to deliver the Best Customer Service first appeared on titlecapture.com.

Unfortunately, it didn’t work out.

Like most self-built calculators, it ended up costing Capitol Title more time than it saved due to unanticipated maintenance & upkeep hours. For example, keeping the system updated with changes in county transfer taxes, title insurance premium increases, and recording charges.

The future of the product was also in doubt since upgrading features or improving the user experience over time, while necessary, would be expensive.

THE CHALLENGE

Capitol Title invested in a new, proprietary calculator and it wasn’t bringing the intended value. They had two options: 

1. Stand by their product and continue pouring time and resources into its usage and maintenance, or
2. Accept the sunk development costs and search for a third-party alternative

Any third-party product would need to provide rapid and accurate quotes for Capitol’s clients without generating extra workload for staff. Naturally the price point would need to be more affordable than maintaining the proprietary app and. To be worthy of investment, the product would need to be fully maintained and feature-rich with dedicated customer support.

THE SOLUTION

Fortunately for Capitol Title, they didn’t need to start from scratch. TitleCapture’s off-the-shelf functionality delivered everything that Director of Marketing, Sara Demb Goldstein, had been looking for—and much more they hadn’t even considered:

“When we found TitleCapture, we were so impressed with the superior customer service, the user-friendliness (for us and for our clients), the marketing capabilities, and overall professional look to the product that we jumped on it immediately. This has been life-changing for me, personally, and for our business.”

Sara Goldstein, Director of Marketing at Capitol Title

TitleCapture’s clean user interface lets users create fully customized title quotes in minutes. Not only that, but individual client logins can be provided at no extra cost. This allowed clients to create their own accurate estimates in seconds. Capitol Title’s realtors and lenders love the personalized branding of every estimate.

NO MORE MANUAL DATA UPKEEP

We were delighted to share that Capitol’s manual data problem was instantly solved upon switching to TitleCapture. TitleCapture has a proprietary database that holds recording fees, transfer and mortgage tax rates, property tax proration rules, and so much more—for all 3,141 counties in the US.

Every number is maintained by a dedicated data team so that estimates are always up-to-date.

THE RESULT: Title Tech Upgrade

Capitol Title is an industry leader in client service. The ability to rapidly provide clients with personalized, accurate quotes is a huge part of that service. However, having clients serve themselves has been game changing.

Capitol can easily set up clients with their own cloud-based TitleCapture accounts. From there, realtors and lenders regularly create their own estimates with total confidence in their accuracy and without going through title agents. With the most professional estimates in the industry, this has been incredibly valuable. Particularly during in-person meetings and for obtaining estimates quickly outside of office hours.

Since adopting TitleCapture, Capitol Title has been able to provide faster and more effective service to clients while also freeing up more hours for closings. Despite having lost time and money building their proprietary calculator, the company isn’t looking back. Our team of specialists made the transition seamless, and Capitol Title’s agents, clients, and owners couldn’t be happier with the change.

The post Title Tech Upgrade: The Life-Changing Transition From Self-Built Calculator to TitleCapture first appeared on titlecapture.com.

To borrow their tagline, First Source Title Agency is not your typical title company with goals to industry-leading client service.

The organization is defined by its relentless pursuit of outstanding client service. There is no stone they won’t turn in their search for added value, customer experience optimization or otherwise improving the lives of their realtor and lender partners.

With estimates playing a significant role in the real estate process—especially early on in the transaction—this was an area where First Source Title Agency needed to level up and start knocking client expectations out of the park.

THE 3 MAIN CHALLENGES

Obtaining estimates is often a bottleneck for realtors and lenders. Waiting on a title rep for an accurate estimate can slow down a deal, especially on nights or weekends when realtors are working and title agents aren’t available.

A company as dynamic and fast moving as First Source Title Agency couldn’t afford such bottlenecks. Led by Stacey Maczulis, First Source Title Agency’s Sales & Marketing team has a laser focus on retaining customer relationships and building future business—nailing the quoting process is an important part of this focus.

In order to add as much value as possible to their clients, the company needed a quoting solution to solve 3 main challenges: 

Efficiency. It had to be faster and simpler for title agents, saving them time compared to their outdated tools and processes. 

Availability. Clients (realtors and lenders) should have direct access to the tool for generating quotes on-demand or outside of office hours. 

Appearance. Both the platform and the quotes had to look and feel consistent with First Source Title Agency’s brand: attractive, clean, easy to use, and completely professional. 

THE SOLUTION

When First Source Title Agency first found TitleCapture, they recognized a platform that could not only fulfill their minimum requirements, but also empower them in their quest to go above and beyond for client service. TitleCapture was able to overcome all of First Source Title Agency’s primary challenges:

Efficiency

For title agents, TitleCapture makes generating accurate, customizable quotes as fast as possible. Our proprietary database holds all recording fees, transfer and mortgage tax rates, property tax proration rules and much more, for all 3,141 counties in the US. All of this makes servicing client requests extremely easy.

Availability

Every client receives their own TitleCapture account (if desired) so they can log in and create their own estimates in seconds. This is invaluable in meetings with buyers or sellers and when their title rep isn’t available.

To quote Sales & Marketing rep Stacey Maczulis:

“My clients [realtors] love the platform and use it daily, on the road or simply sitting at a listing appointment with their client. It’s simple and easy to use! TitleCapture is an added value to what we have to offer and I tell everyone about it!”

Appearance

TitleCapture produces by far the most attractive and professional estimates in the industry—a real value-add for both realtors and lenders. The hyper-customizable platform allows users to generate estimates containing First Source Title Agency’s company branding and their unique rates and fees; beyond that, users can edit any fields, create custom entries (e.g. to apply a discount) and explore & filter all past estimates with a few clicks.

The user experience is easy and intuitive, with the most comprehensive selection of estimates at clients’ and title reps’ fingertips.

THE RESULT

First Source Title Agency views TitleCapture as an essential value-adding element of their transaction process. Their clients use the app every day to create and view quotes, which gives them a better chance of landing deals that, in turn, are brought to First Source Title Agency for closing.

For companies like First Source Title Agency who are constantly pushing the envelope to find new and innovative ways to service clients and build customer loyalty, our relationship is impactful: we are constantly developing new features and making product improvements based on their feedback.

Another noticeable gain for First Source Title Agency is the TitleCapture customer service team. We’re able to provide fast, accurate answers whenever a question or issue arises, allowing First Source Title Agency to spend less time troubleshooting on estimates and more time delivering effortless closings for their clients.

The post Using TitleCapture to Create Industry-Leading Client Service first appeared on titlecapture.com.