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SUCCESS STORY
Increasing customer Net Promoter Score (NPS) in Title
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About Endpoint
Endpoint is a digital title and settlement company built from the ground up to make home closing easy for all. Founded in 2018 with a diverse group of tech and real estate veterans, Endpoint develops technology that streamlines the closing for real estate agents, buyers and sellers, and empowers proptech companies and investors looking to scale their closing operations.
Nowadays, consumers are used to instantaneous gratification, and they are looking for faster and smoother closings with as little involvement on their part as possible. Many first-time home buyers select their real estate and title companies based on recommendations from people they know.
To get these recommendations, increase their NPS, and grow their business, title companies are looking for ways to provide a better customer experience and faster closings.
THE CHALLENGE
Endpoint’s mission is to make the real estate closing experience as seamless as possible. Closings are very complex and each one is unique, requiring professional expertise from closing specialists, yet there are opportunities to automate processes to enhance the experience.
Collecting HOA documents and data is one area where automation can improve and accelerate closings. The task of collecting HOA documents and data can be labor-intensive and may take days, depending on the depth of information provided by the seller and the responsiveness of the HOA.
The document and data collection is transaction-specific, which does not align with Endpoint’s goal of standardizing closings and decreasing clear-to-close timelines.
“We do believe that closing requires professional expertise, but there are opportunities to use technology and automation to enhance the experience.”
Shawna Hernandez
Chief Operating Officer, Endpoint
THE SOLUTION
Endpoint tasked Rexera with delivering a customized solution to accelerate HOA documents and data collection. The final result was an automated process that handles all HOA-related pieces of the transaction.
Today, Endpoint submits an order automatically, and the Rexera team:
- Confirms the presence of an HOA
- Orders the documents
- Fronts the documents cost to minimize the turnaround time
The ability to tap into Rexera’s national database combined with automated ordering has helped the Endpoint team streamline their process and shorten their clear-to-close timelines. This allows Endpoint to focus on what they do best – combine people, process and technology to make closing a real estate transaction easier for everyone.
THE RESULTS
Due to Rexera’s responsiveness and collaborative and adaptable approach, Endpoint was able to accelerate the HOA document collection process. However, Endpoint also wanted to automatically and confidently know whether or not there is an HOA on a property within a few hours.
By removing the need to ask sellers for HOA information during transactions, Endpoint can commit to a given closing date earlier in the process.
“We are constantly tweaking and refining our processes, so we need a partner that would go along this journey with us. That is very important for us when we are looking for a long-term solution.”
Shawna Hernandez
Chief Operating Officer, Endpoint
Since partnering with Rexera, Endpoint has also seen an increase in its NPS scores and an improvement in employee engagement. Now that their closing specialists have fewer manual tasks to perform, they can devote more time to delivering a superior customer experience.
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