Why SortRefer should win the category for Conveyancing/Legal Business of the year
We believe that we should win because of our commitment to high quality customer service and market-leading technology solutions that enhance the customer journey. SortRefer was originally built out of a need for competitively priced, good quality conveyancing solutions for the broker marketplace and since launch we’ve always had the mortgage broker and their customer at our heart. Having in-house specialist teams, such as IT development, a relationship team and a dedicated customer support team allows us to offer quick, bespoke solutions and high standards of customer service at all times.
During the past 12 months, we’ve implemented a ‘sales through service’ policy, where our sales and customer service functions re-aligned to provide an enhanced level of support. The driving force behind this change was to ensure our customer’s needs are not only met, but exceeded on an ongoing basis. During the re-structure, each customer was allocated both a Regional Account Manager and a Telephone Account Manager, giving two dedicated contacts and double the support. As well as having five regional account managers/telephone account managers, we now have three telephone account support staff who aid with call overflow, out of office days and for general support. This allows the team to provide a consistently high level of service at all times, introducing a number of pro-active tasks, such as being able to pre-empt possible issues and resolving them before the customer is even aware of the problem. The ‘sales through service’ policy has enhanced our customer’s experience from start to finish, allowing great working relationships to be built and developed on and in turn to increase income and profitability.
To complement the new customer service policy, we’ve launched a new version of our website. Whilst the website navigation is similar, it’s our behind-the-scenes technology that had the biggest change. Our in-house developers completely rebuilt and optimised to ensure future that enhancements are easier and quicker to implement for our customers. In the coming months we’ll be delivering more technology enhancements to help speed up the conveyancing process and improve the customer journey for our brokers.
As a panel manager, we hand-pick our conveyancing suppliers to ensure we’re offering the best quality service and technology solutions. Our system is integrated with 99% of our conveyancers, which in turn allows our broker customers to track each of their cases from start to finish with real-time updates. We pride ourselves on the relationships we’ve built up with our conveyancing suppliers over the years and have a relationship team who hold regular review meetings.
We’re committed to providing innovative technology options for our customers and the wider industry. We’ve started that journey by re-building our website on a new framework that allows for quick delivery of new enhancements. Our aim is to help speed up the conveyancing process, not only for our customers, but to push technology solutions to help the wider industry.