Platform Login .st0{fill:#36304A;} Register The leading UK property search provider in residential and commercial markets. News & Events > Increase efficiency with the hybrid approach to digital conveyancing INCREASE EFFICIENCY WITH THE HYBRID APPROACH TO DIGITAL CONVEYANCING 27 July 2021 4 min read Are you a law firm compromising between technology and great customer support? With so many law firms competing in a finite market, the efficiency gains automation and AI bring can be a deciding factor in winning business, especially for search providers. However, too many search providers rely on high-end tech to hide poor customer service. An outstanding supplier delivers both innovative tech with exceptional support by real people. At SearchFlow, we have adopted a hybrid approach to digital conveyancing. We understand that our tech must be backed up by the human touch for maximum efficiency. The two pillars of our hybrid approach are: Access to sophisticated and efficient ordering, mapping and data tools through the SearchFlow portal An exceptional customer service team ready to take care of you when you need it The ideal solution is a hybrid model You don’t need to choose between world-class tech or exceptional support. We know you need both. All too often, a supplier, especially one involved in an industry as complex as property, believes pure automation will provide speed and efficiency. This faith can result in customer support being treated as a secondary service. Something for those who hit issues to fall back on. As pioneers of PropTech and LegalTech, we are deeply passionate about the benefits technology can bring. But we have over 25 years of experience in this industry. We know it and we love it. And we understand it’s a complex component of an imperfect world. It’s the people at the end of the phone when you need them that makes all the difference. Never has this been more apparent than over the last 18 months. 250,000 searches in the last 3 months It’s been a tough slog for property professionals. Huge spikes in volumes, anxious clients and shape-shifting deadlines have tested workflows, systems and people to the limit. In fact, our platform processed over 250,000 searches in the last 3 months alone. Of those searches, 99.12% were delivered early or on time. And 95.3% went through without any intervention. We believe this is an excellent demonstration of how we are using specifically evolved tech, designed in-house by our Dev Team, to bring the very best in automation and AI to our customers. “Excellent service – as always. Particularly in these trying times.” Of course, those figures show 4.5% of those searches needed support. And that is where our specialised customer services teams came into their own. During this time, we are so grateful to all our customers who took the time to send us some words of encouragement and praise. Here is just a selection of our recent customer feedback: My dealings with Claire on your key accounts team is absolutely brilliant…I am not very confident at mapping but Claire always comes up trumps for me. Claire is always helpful and cheerful when I speak with her. If I could, I would want her as my personal key account go-to person. Working from home is difficult for all of us but, as I say, Claire is really, really helpful and happy to do so. Many thanks for your help, (Claire) – it is really appreciated. D Gaze, Glovers I had an issue with a search request and chatted it through with Chelsea this morning and she was able to reassure me and take action immediately to try to resolve the situation. I had already had a couple of email exchanges with Chelsea’s colleagues Phoebe and Lucy and was pleased with the quick response. L McFaul, Baines Wilson Hi Katriona, you have a wonderful team who are always helpful. They go the extra mile when I am struggling, with ordering or plotting searches. They are ready to advise or make suggestions to make work during lockdown easier. Especially but not exclusively – Ami, Rosie-Jane, Emma, Charlotte, Abbi. M Mclellan, Gowling WLG Thanks Katriona and I was delighted with the service provided by Kelly…I was worried that my application had stalled and begun a downward spiral into the endless gloom of chasing and waiting and chasing again…but Kelly got us up and cruising R, Pete Brown Solicitors We also wanted to share our message of thanks with our exceptional customer services personnel. Their dedication to service maintained our exceptional Customer Satisfaction Score at around 97%. Katriona O’Hare, Head of Customer Service, carefully monitors customer satisfaction: “Law firms are very aware it’s the quality of service that differentiates one business from another. They always ask, “How do you know you are offering the service that law firms really want and need?” “We wanted to answer that in our customers’ own words, so we set up our Customer Satisfaction Survey. And, in just over a year, more than 500 customers have told us that we are doing what our customers need us to by offering great, knowledgeable, proactive support. Our teams have continued to do a fantastic job in the most difficult circumstances, and I am so proud of each team member.” We don’t believe our customers should compromise. That’s why we have developed this hybrid approach to digital conveyancing that perfectly aligns industry need for automated efficiency and accuracy backed by expert support. Hi there, we use cookies (and store them on your device) to help us to provide a better user experience, to enhance site navigation and to assist in our marketing efforts. You have the choice to either click ‘Manage Settings’ and decide which cookies you want to agree to (in addition to the strictly necessary cookies) or to click ‘Accept & Continue’ and accept all cookies, including analytics cookies. Either choice will take you straight to the site. Thank you for visiting. Read our policy here:Cookie Policy Accept & Continue Manage Settings