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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