2020-03-11
At SortRefer, we pride ourselves on the help we provide. We understand that not all Conveyancing transactions are plain sailing; which is why we have a dedicated support team to assist you. We’ve received some fantastic feedback from some of our users, so don’t just take our word for it!
We’ve pulled together a series of short case studies that show how SortRefer have helped our users to overcome some of the issues that arise in the life of financial intermediaries. Second in the series, is an example of when our West team helped a broker to resolve a problem.
“Thomas was always on hand and did his best to communicate and resolve the cases. He is an asset!” Christina Oliver PJM and JAM Associates Ltd
The Challenge
A broker from PJM and JAM Associates Ltd was faced with several cases where she was experiencing unexplained delays and a lack of communication. There was a sudden drop in service levels from the conveyancers involved, which left her worried that clients on three separate cases may pull out due to the time it was taking to move forward. Not only was it causing stress, but it was beginning to affect the relationship between the broker and her clients as she was unable to give the updates that they wanted.
The Solution
The broker contacted her Telephone Account Manager at SortRefer, Thomas, who then stepped in to help with the situation. He escalated the cases involved and made it his mission to find a resolution as quickly as possible. After lots of communication via phone calls and e-mails, there finally seemed to be some light at the end of the tunnel.
The Outcome
The result was that all cases were successfully completed, albeit later than initially planned. At the time, the broker was unsure whether or not the cases would reach completion, so seeing them over the line was a win for all those involved.
Client Review
“Finding a good conveyancer is so important. I have had a few bad cases. No communication, bad service offered to my client, delays and even rudeness. Thanks to Thomas’ involvements, I have had a good experience when using SortRefer and have continued to place quotes and business. Thomas was always on hand and did his best to communicate and resolve the case. He is an asset!” Christina Oliver PJM and JAM Associates Ltd
