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.

The Direct Benefits of New Tech

While a couple of years ago, title insurance technology was seen as a great way to differentiate your title agency from the next, that’s no longer accurate. Most title agencies have adapted to using the widely-available technologies on the market. As a title agency owner, it’s essential to look at the title insurance technology you invest in to enhance efficiency, reduce risk, and provide a better customer experience.

Boosting Efficiency

Title insurance technology tools are changing the landscape for your staff members. They significantly reduce time spent on laborious and repetitive tasks, increasing employee happiness. Your employees will spend less time on the search, underwriting, exam, typing, and closing processes. They’ll have more free time to work on complex tasks.

Reducing Risk

As a business owner, there’s no more extraordinary sound to your ears than hearing that you can drastically reduce your business’s operational risk. Many title agencies have discovered where their weaknesses lie over the recent years of home-buying booms. This new title insurance technology comes integrated with digital methods for fighting wire fraud and cybercrime to help eliminate some of those weaknesses.

Better Experience for Customers

Rewind back just five years ago, and virtually no title agencies spoke directly with end buyers. Instead, real estate agents positioned themselves as the middleman that handled all communication between you and the buyers. While this was a long-time way of doing business, new technology has dramatically changed that.

Now you can connect directly to the actual buyer or seller. This makes getting any requested documentation or information you need makes it more streamlined. While real estate agents have been slow to adapt, customers love this new way of staying connected with the closing process. For them, this experience is similar to tracking their online grocery order.

Staying in the Game

Title agencies have indeed undergone a whirlwind in the last couple of years. Many have focused on bringing in as many deals as possible and staying sane in the process. As the tides have shifted and the number of sales coming through your doors has returned to more normal levels, it’s time to consider how you want to stay in the game.

When it comes to growth, constant adaptation is the name of the game. Companies that embrace changes and find more effective strategies for helping to integrate them into their operations will always survive industry changes and expand in the process. It’s all about asking what new technology can do for your business operations and how it can set you apart from your competitors.

The post Adapting to Constantly Changing Title Insurance Technology first appeared on titlecapture.com.

The post 10 Ways to Improve Your Title Agency’s Call Center Customer Experience first appeared on titlecapture.com.

If you’re a title company rep or closer, don’t be afraid to share it with your boss. It’s going to greatly benefit both you, the staff, as well as the title company’s bottom line.

Now let’s get into the meat of things.

We all know that companies providing services, in order to attract and retain more clients, need to offer the absolute best customer experience.

It’s a known fact. Our company, TitleCapture, and its flagship product, the branded title company platform, help title companies provide a stellar experience to real estate agents and lenders. But we’re not talking about that in this article… So let’s move on.

No matter how much technology, no matter how many bells and whistles, gimmicks and tchotchkes you’re giving your clients, at the end of the day 80% of the customer experience is a result of your staff’s interaction with your clients.

That’s where the battle is fought. And if your staff is not able (or willing) to go all-in and offer that experience, you’re doomed. Your clients are simply going to pick up their toys and go visit your competitor down the street. And that’s a FACT.

So then HOW do you make sure your staff is on its A-game when it comes to serving your clients? How do you make sure they’re motivated? How do you build a positive internal culture that impacts your bottom line?

Simple.

Treat your employees the same way you treat your favorite customers.

Of course, you have to respect your staff, listen to them, talk about their future and provide them with opportunities to grow. Sure, you have to do all of that. Being a great leader and also making sure there’s accountability and transparency in place are the basic things that contribute to a great internal culture.

But I’m not here to give you a lecture on all of that.

Instead, I want you to focus on something that’s probably more important. Something that takes up 8 hours of their day, every day, and it could make or break your staff. And that’s their WORKFLOW.

While reading Cindy Koebele’s book “Obsess To Success” (you can find it on Amazon – I highly recommend it), I came across a very funny example, where she talks about how, at her former employer — before she started her own title company — she had to manually stamp return addresses on envelopes. Everyone hated doing that and when the staff asked for branded envelopes, they were turned down. Everyone felt that the company didn’t want to invest in professionalism and staff happiness, and the results is she (and maybe others) simply quit as soon as they could.

You need to be able to identify and remove the frustrating items in your title company employees’ workflows. The stuff they would rather juggle chainsaws instead.

While conducting a survey and talking to hundreds of title companies, using the TitleCapture branded platform, we were very surprised to learn that almost 50%… yes, almost half… of title companies didn’t care if their real estate agents or lenders actually used the estimate tools available in the platform. Wow!

Why is that? Because their staff, the title company employees, simply love how easy and fast it is to generate and send out branded Title Quotes (and Seller Net Sheets, if their clients ask them for one).

Compared to the wacky excel files, the settlement software (where you have to open a file first, in order to get a quote), our platform seems a breeze to them and when they get used to using our tool, they just can’t let go. I’ll tell you a funny story, in another post, about a “mutiny” inside one of the large title companies, when they let their staff know they were thinking of canceling TitleCapture.

Those title company employees are happy. And guess what, when they’re happy, they tend to do a better job overall.

Start listening to what their pain points are and be open to provide solutions. Show them you’re loyal to them and you respect them, and they will, in turn reciprocate with their loyalty toward the company and its’ clients.

If you want to see how our platform will make your staff’s lives so much easier, schedule a 30-minute online demo with our friendly staff. It’s going to blow you away, guaranteed.

The post How to Motivate Your Title Company Employees to Provide the Best Customer Experience first appeared on titlecapture.com.

It should be a market that provides with plenty of opportunity for title agencies. And it does! However, some agencies catch all the fish, while others squander for leftovers, so to speak, and are threatened to go bust every month.

So here are some of the reasons why we feel that many agencies are missing out on many great deals. If you find yourself in any of these situations, don’t despair, just do something about it.

Reason #1:  You’re not visible enough

Very few agents, be it Realtors or Lenders know you. This is really NOT the time to say “Social media? Who case about that?” or “My agents don’t spend their time on LikedIn, Twitter or Facebook, why bother?”. Cause if you do that… that’s the problem right there. How would they get to know you? Where would they learn about you? Just be where their attention is.

Reason #2:  You’re not addressing your agents’ concerns

Ok, so you are somewhat visible. You are “present” on social media, but what are you TALKING about? One of your employee’s birthday? Really? Does anyone care about that? Nope. Start talking about what really matters to your Realtors or Lenders. Address their fears, address the things they’re anticipating, showcase people they trust and admire and BECOME one by putting out great advice and “how to”s. Find out what brings THEM joy, what they’re ecstatic about.

Reason #3:  Not using technology to gain a competitive edge

Face it. Everything around us is changing because of technology. We are living the second industrial revolution, yet you still insist on doing things the old way (pen and paper, Excel and email). Guess what? Everyone is doing that and if you want to grow head and shoulders above the competition you need to do things differently.

And you know what? Your agents don’t care about excuses like “Oh, but what about TRID. I can’t do that because I’m afraid it’s not going to be compliant…” Do your homework and take fear OUT of the equation. Be certain. You’ll find that you’re not all that constrained as you thought.

Do the work!

The post You’re MISSING OUT on so many closings. Here’s why! first appeared on titlecapture.com.