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SUCCESS STORY
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About TransCounty
TransCounty Title’s mission is to be the premier local Ohio provider of commercial and residential real estate transaction services, operating in all 88 Ohio counties with the highest ethical standards, integrity, and professionalism.
The company’s passion lies in consistently exceeding the expectations of their clients through a superior customer experience. TransCounty Title is constantly looking for ways to streamline and simplify their processes to achieve faster, easier, and more effective ways to prepare documents for closing and, therefore, work on more transactions.
THE CHALLENGE
When the Title industry talks about HOAs, we usually hear about the tedious manual processes, lots of back-and-forth communications with all parties, and wasted time.
Being on tight deadlines doesn’t help when you need to rely on someone else. TransCounty took a leap of faith and trusted Rexera’s automated process, and here is what came out of this.
The HOA piece was always a problem for TransCounty Title. They would go through a tedious manual process with multiple follow-ups with the seller to obtain all required documents.
“HOAs are the single most dreaded thing about a closing. When you find out the customer has an HOA, you dread the file because of the hassle that you have to work with the seller on.”
Christina Sadler
Escrow Officer
Before partnering with Rexera, TransCounty would call or email each customer to gather the HOA contact information. Once they had that, they would contact the HOA on their own to order the documents.
Then they had to reach back out to the client to inform them that they would receive an email with a request to make a payment to the HOA. All these steps were necessary for the HOA to send TransCounty the information.
As expected, this convoluted process presented multiple obstacles. Some clients wouldn’t receive the payment link or the email altogether, and others would be upset that they have to pay for the documents upfront. TransCounty would then have multiple follow-ups to ensure the document fees are paid.
The entire process translated into 3-4 calls to the customers, which created friction in the process and a bitter client experience. In addition, since the team was bogged down having to do so many things on their own, they couldn’t easily
scale their operation.
THE SOLUTION
Originally, TransCounty Title was a bit hesitant about partnering with Rexera because of the additional service fee and the fear of losing control over the process.
However, Cristina Sadler, TransCounty’s Escrow Officer, says:
“I was worried the job wouldn’t get done, but it always gets done! It’s worth it, it’s beyond worth it!”
Christina Sadler
Escrow Officer
Today, TransCounty leverages Qualia and its Marketplace to access Rexera’s services with just a click. When TransCounty has a closing that involves an HOA, Qualia gathers some of the HOA information upfront from the seller, and after only one click from the team, Rexera takes care of obtaining the documents and paying for them upfront. Once the documents are obtained, Rexera uploads them in the file on Qualia, and TransCounty just adds the charges to the CD.
THE RESULTS
The HOA piece was always a problem for TransCounty Title because of the hassle that you have to work with the seller on. The partnership with InspectHOA has saved TransCounty Title at least 3-4 phone calls per file, shortened their processing times significantly, and removed the need to involve the seller or the buyer in the process.
This partnership removes the friction in the entire process and results in significantly higher customer satisfaction. Their deadlines are always met and what Christina really loves about the service is that she just clicks a button, and she no longer worries about the HOA piece of the process.
Christina shares:
“People would rather pay more at closing than pay to the HOA upfront. It makes them think about the fact that they are leaving the HOA but they have to pay for all these things to get the information. It’s a much better experience for the client because you don’t have to bother them too much to get the information or get them to get their credit card out to make payments. A lot of people are wary of making payments online.”
Christina Sadler
Escrow Officer
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