The Client
A national leader for title and escrow services
Challenge
- Lack of scalability using multiple vendors and processes for tax and municipal lien search
- Diverse pipeline of cycle time requirements ranging from 30-90 days
- Surge in REO/Default volume with extended time frames
- No efficient tracking in place to ensure searches were current through variable closing dates
Solution
- SmartTrak® solution used to streamline tax and municipal lien search processing nationwide
- Created custom tracking algorithm between initial search and closing to automate search updates and block problem driven delays
Execution
- All tax and municipal lien search request/queries centralizes for quicker handling times and better customer experience
- Redesigned capacity plan with staggered shifts matched to volume flux
- Proactively monitoring closings and providing automatic updates without customer intervention 5 Value Delivered Best-in-class cost control, fast turn time, and highly scalable
Value Delivered
- Successfully managed volume flux while maintaining consistent quality and quick turn times across all cities and states with 30-fold efficiency lift
- Reduced search costs by 40%
- Eliminated the need for customer to maintain costly resources to handle prolonged REO/Default closing cycles
