By nature, the title business is very document-intensive. Every property has many records and files associated with it. In addition, a tremendous amount of documentation is generated during each real estate transaction such as settlement statements, deeds, mortgages, 100-page loan packages, title commitments and final policies. And often times, these documents are administered and managed in paper format.
“Our firm is required to have a copy of every instrument filed or recorded in our county, which means we have hundreds of thousands of documents and files to manage. With such a vast amount of information to manage, finding the right deed or document was an incredibly difficult – and time consuming – process,” said Jim Ashmore, Director of Operations with South-Dakota-based Southern Hills Title.
With an overwhelming volume of real estate documentation to manage, Southern Hills Title needed a formal document management solution that enabled its employees to look up information, send confidential files to co-workers and share information with approved third-parties.
Southern Hills Title had been working with VARBusiness 500 IT solution provider, Marco, for several years. During an onsite visit, Marco demonstrated the M-Files document management solution to Ashmore, who quickly realized this was the solution he was looking for. Marco worked with Southern Hills Title to develop document templates and establish workflows in M-Files to mirror the exact processes the firm was administering on paper. This was important because many of the organization’s employees were apprehensive about moving from paper to digital.
Effective Document Management with M-Files = Better Customer Service and Improved Productivity
Southern Hills Title is reaping the rewards from leveraging the powerful document management capabilities of M-Files in several ways. Most notably, the organization is able to deliver much faster customer inquiry response times.
“M-Files makes many things so easy for us — document-centric activities that used to take 10-15 minutes now take only seconds. Responding to customers is much quicker now, and much more stress-free. Customers can see the difference in terms of how much more quickly we can respond to them. M-Files ‘has our back’ in helping to address issues that require a fast response,” said Ashmore. “Being able to provide factual evidence in a matter of seconds is so important in our industry. Not only does this help with customer satisfaction, but it alleviates stress for our staff.”
In addition to improved customer service, Southern Hills Title employees now operate with a much greater level of efficiency and are much more productive since using M-Files. In addition to being able to locate documents quickly and easily, the company has configured workflows within M-Files for specific files and records that require reviews, approval and signing.
Read more about how Southern Hills Title is reaping the rewards from leveraging M-Files to provide faster service to customers, increase profitability and meet compliance obligations for document management and retention in the recently-issued case study.
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