CONTACT

1 Customer

  • Largest Transaction Services Provider to the Mortgage Lending industry

2 Business Situation

  • Review search packages for ALTA commitment reports
  • Low Customer satisfaction levels: Errors were high (~28%)
  • Turn-Time of over 7 hours

3 Solutioning

  • Automated checklist to reduce errors
  • State wise specific teams to handle different state regulations
  • 100% internal audits introduced

4 Execution

  • Shift timing variations to manage the volume inflow
  • Incentive structures to increase productivity
  • Initiated constant monitoring of queues and periodic reporting

5 Value Delivered

Quality improvement
  • - from 72% to 95.8% (Target = 91%)
Reduction in Turn time
  • - from 7 hours to 2 hours

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