The Client
A Title, Closing & Settlement Services Provider
Challenge
- QC of bulk order of 28,500 files (completed by other search vendors) to be completed within a 6 week time frame
- End customer expected on-time delivery
- Inaccurate title reports could lead to potential higher financial claims
Solution
- Identified & aligned experienced SME’s
- Standard Operating Procedures created
- Relevant training & certification was completed within 2 days (over the weekend)
Execution
- Illustrative results from BCP Testing
- Real-time order status tracking and reports were published for all the stakeholders and clients
- Calibration call conducted with the client every alternate day
- Continuous training programs on new process updates
Value Delivered
- 100% of orders completed within the due date
- Quality levels exceeded (98.14% achieved – SLA was set at 95%)
- Enhanced end-customer satisfaction
- Coforge managed overall quality – completed final quality checks (QC) of search/ typing completed by other vendors
