Send It By Dinosaur
The Value of Going Digital
The first step to solving a problem is recognizing it exists
— Zig Ziglar
Implementing a new digital application in your business can have transformative effects, streamlining processes, improving efficiency, and enhancing customer satisfaction. In this guide, we will combine a real-life anecdote with step-by-step instructions to highlight the importance of embracing technology and provide a comprehensive roadmap for successfully implementing a new digital application. By following these instructions, you can navigate the challenges, harness the benefits, and propel your business into the digital age.
“Damn it!” I exclaimed loudly. “Who stole all my pens?”
From the office next door I heard Mel say, “You mean all the ones you left on my desk every time you answered a question for me this week?”
When you have the file, but you have to search through 20 years of transactions to find it.
I stomped into her office. Sure enough she’d gathered a large pile purple of pens on the corner of her desk. She’d started buying color coded pens because she was tired of me accusing her of stealing all the pens. It hadn’t stopped me from accusing her, oops…but she outright refused to touch them so I really couldn’t argue about who’s pens were whose or how they got there. We had our routine. I’d run out of pens, she’d tell me I left them all on her desk, and I’d come carry the ridiculous stack back to my desk. We did this at least once a week. The saddest part was, I’m left handed. No one could read my handwriting anyway. I never should have been allowed to have a pen in my hand!
To be honest, it was amazing we could ever find a pen given the legal sized files spread all over our desks and piled on top of one another. It’s not like it was ever possible to work on just one title file at a time. Inevitably someone would call about some emergency or other and we’d have to drop what we were doing in one file and open up another file to take care of the caller. Staying organized was a constant battle. Don’t shove a paper in the file loose, it might fall out and get lost. Be careful not to put the wrong paper in the wrong folder. And then of course, there was getting a call while on the road to a closing with questions about another transaction. There were only two of us. Sometimes were both out at closings at the same time. We couldn’t carry the files with us, so we’d jot down notes and by the time we got back to the office, we had a list of phone calls to return and faxes and emails to send. There had to be a better way.
Did you know the first title insurance company was founded in Philadelphia in 1876? Well, in 2005, in the suburbs of Philadelphia, another historic moment in title history was about to happen. I was 25 years old and owner of a 2 year old title agency and a 4 year old consulting firm and I was on a mission. I need a better way to manage all the documents, stop losing pens, find a way to type all of my notes so Mel could read them, reduce the number of phone calls and interruptions that were distracting and led to mistakes, and make it possible to access all of the information about every file from any computer with an internet connection so I could work on the road, from home and on vacation. (I know! I know! It’s vacation, you’re supposed to take a break. And I did, mostly, but when it’s a 2 person business, well, you do what you have to.)
Me waiting for that other company to pull their paper file from storage
My title agency, Carnanco Land Transfer, was one of the first agencies in the country to “Go Paperless”. From Order Opening, through Processing, Closing, Escrow and Post Closing, all of our order processing, communications and storage were done via electronic means.
The conversion reduced our in office paper usage to almost 0 and reduced other expenses such as courier, postage expenses, phone land lines (for fax), and office supplies such as folders, paper clips, stapes, white out, etc. Our clients raved about our online transaction portal that gave them up to the minute status updates, document access and transparency. Our staff was thrilled too. Their workspaces were clean, everything was easy to find, collaboration was a breeze. Then in 2006 we instituted a hybrid work from home and office employment policy for our staff, over a decade before Covid made it a necessity for title agencies all over the country. Our employee satisfaction skyrocketed and turn over plummeted. Anyone who has ever undertaken the extensive training of a new employee, you know what that did to our bottom line!! By 2007, we were a fully remote operation able to offer our clients a “close anywhere” service that never saw service disruptions due to illness or weather. This allowed us to capture a larger market share and geographic region. Our Green Title initiative was a raging success!
When Someone Asks
If They Can Fax
If They Can Fax
Something Over to Me. . .
Fax?
Why Don’t You
Just Send it By Dinosaur?
Just Send it By Dinosaur?
Over the years, I’ve championed this transition to countless other title agencies. The idea was met with resistance and outright refusal to let go of paper more often than embraced with enthusiasm. Then in the spring of 2020, as we were headed into the hottest real estate market in history, Covid-19 hit. Title agencies all over the country were told to work from home. Title agencies that were still clinging to analogue processes, paper files, and antiquated technologies. There was widespread panic.
My story serves as a testament to the power of digital transformation. It showcases how a business owner recognized the need for change, embraced technology, and reaped significant rewards. Remember, digital transformation is an ongoing process, and as technology continues to evolve, staying adaptable and open to innovation will be key to maintaining a competitive edge. Embrace the power of digital applications, seize the opportunities they offer, and unlock the full potential of your business.
