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SUCCESS STORY
Becoming the Most Referred Law Firm
Industry
Real Estate Attorney
State
North Carolina
South Carolina
Georgia
Client Since
2023
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About Hankin & Pack
Hankin & Pack is a leading law firm specializing in real estate closings across North Carolina, South Carolina, and Georgia. The firm is known for delivering high-quality client service and ensuring smooth and efficient real estate transactions.
They have an ambitious mission to innovate real estate closings in service of their clients and become the most referred law firm in the country.
THE PROBLEM
In 2021, Hankin & Pack experienced a significant growth surge that strained their internal processes. The rapid expansion made sustaining the company’s culture, efficiency, and level of customer communication challenging. Jordan Edgerton, VP of Closing Operations, identified several challenges the firm faced:
Lack of Scalability
The sudden influx of business necessitated rapid hiring, sometimes at the expense of maintaining high quality and preserving the company culture. The situation was further complicated when the market turned, leading to the difficult decisions the whole real estate industry faced when rates went up.
Jordan reflected on this period:
“In 2021, we experienced our first major growth spurt, expanding at an unprecedented pace. As a relatively young company, we realized that our scalability was not where it needed to be, leading to over-hiring. When the market declined at the end of 2022, like many others in our industry, we faced the difficult task of downsizing—a situation we are committed to avoiding in the future.”
Jordan Edgerton
VP of Closing Operations, Hankin & Pack
This scaling challenge highlighted the need for a more flexible and scalable operational model that could adapt to market fluctuations without compromising service quality or staff stability.
Inefficient HOA Document Acquisition
The HOA document acquisition process was time-consuming and inconsistent, diverting valuable resources from client communication and complicating training efforts. This inefficiency hindered Hankin & Pack’s ability to deliver the flawless customer experience central to their vision of becoming the most referred law firm.
Jordan emphasized the importance of consistency in this process:
“It helps us from a consistency standpoint, that’s one of our core values. It’s a lot easier to train and onboard people when everything looks the same and everything’s consistent.”
Jordan Edgerton
VP of Closing Operations, Hankin & Pack
Streamlining this process would free up time for customer communication, improve consistency, and support the firm’s growth and training initiatives.
Finding an Innovative, Adaptable Partner
Hankin & Pack needed a vendor who could keep pace with their innovation and create tailored solutions but struggled to find one.
“We really wanted someone that would be willing to change and be innovative.”
Jordan Edgerton
VP of Closing Operations, Hankin & Pack
This difficulty in finding a flexible partner was hindering their ability to improve processes efficiently and maintain their competitive edge. To address these challenges, Hankin & Pack began searching for a partner who could provide innovative solutions tailored to their needs.
THE SOLUTION
To address these challenges, Hankin & Pack spoke to multiple vendors and ultimately decided to work with Rexera because they offered a fully customizable platform that easily scales up or down and a similarly innovative approach to real estate transactions.
The onboarding process with Rexera was smooth, with both teams working together to tweak processes, improve efficiency, and address the previous challenges:
Full Operational Scalability
With Rexera, Hankin & Pack’s team could automate every step of the process and fully customize final deliverables. They could also minimize the clicks it took their team to order HOA documents and Mortgage Payoffs.
Moreover, the closing team could place as many orders as needed and still get the documents as quickly, regardless of the volume.
The firm could seamlessly scale up or down, avoid the need for rapid hiring and layoffs, and ensure a positive work-life balance for its employees.
“That’s, honestly, potentially the largest value to working with you guys and having the partnership. We don’t want to be the firm that has to do layoffs if volume goes down. We want to be able to flex a lot more, want to be able to run a lean but productive company so that we can make sure we’re taking care of our employees, both financially and from a work-life balance standpoint, working with you guys definitely helps us do that.”
Jordan Edgerton
VP of Closing Operations, Hankin & Pack
Standardized HOA Document Acquisition
Rexera eliminated the inconsistencies that HOAs present. Whether dealing with a small self-managed HOA or properties with multiple associations, Rexera would get the job done. They gathered the documents and provided a summary of all key information, including crucial leasing restrictions for investor transactions. The process became streamlined: ordering required just a few clicks, and the final documents and summaries were always presented in a consistent, standardized format.
Flexible Partnership for Custom Solutions
Rexera proved to be the adaptable partner Hankin & Pack needed. They were willing to innovate and create custom solutions, such as building a completely new Mortgage Payoffs product. Previously handled internally, Hankin & Pack could now outsource this piece as well. Additionally, the two companies used their innovation mentality and built things like digital authorization forms, eliminating back-and-forth communications between parties.
The Result
With Rexera’s support, Hankin & Pack now has even more time to focus on client communication and providing exceptional customer service, aligning with its mission of becoming the most referred law firm in the country.
“The team has more time to focus on our top priority, which is client communication.”
Jordan Edgerton
VP of Closing Operations, Hankin & Pack
Moreover, with the ongoing support from Rexera’s account manager, Hankin & Pack’s team knows Rexera is always in their corner.
“The customer success team has been amazing. Any changes that need to be made are handled quickly and efficiently. It’s been a very positive experience.”
Jordan Edgerton
VP of Closing Operations, Hankin & Pack
Hankin & Pack’s work with Rexera is a great example of how flexibility and openness to innovation result in a refined collaboration, ultimately benefiting all—your teams, your business, and your customers most of all.
As Jordan put it:
“If you’re on the fence about working with Rexera, identify the problems you want to solve, and be open-minded about how to really innovate together to create something that can benefit all parties.”
Jordan Edgerton
VP of Closing Operations, Hankin & Pack
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- Sales: (765) 203-1291
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