2022-06-22
At SortRefer, we offer Key Account Support, but how can this benefit you?
Llewela Holford currently works within our Customer Service team, providing Key Account Support. This week we caught up with Llewela and spent some time understanding the importance of her role, her daily tasks and the benefits it brings to our customers. Check out our blog below to learn more about the additional support we provide.
Why do we have Key Account Support?
Key Account support is offered to firms recommended to Llewela through our Business Development Managers. These firms are usually recommended on the grounds of:
- Cases being lost.
- The Mortgage Broker is struggling to get hold of their case handler.
- The Mortgage Broker requires more updates from our supplier.
A detailed form is filled out if our Business Development Managers feel a firm would benefit from additional support. This form identifies the underlining issues our customer is currently facing; from here, we can figure out where the problems are coming from and deal with this accordingly, providing support throughout the process and ensuring our customer's cases are being completed as smoothly as possible.
How do we support our Customers?
Each firm accepted under our Key Account support will receive a welcome call from us. We use this time to break down any issues they are experiencing and how we plan on resolving them.
Llewela, our Key Account Support, will provide two weekly spreadsheets, updating our customers on all current active cases. Each case is regularly updated and checked for any reoccurring issues or anything we feel needs extra support. Keeping both you and your clients in the loop!
What are the benefits of Key Account Support?
Key Account Support allows us to become aware of any issues. We can track from here what Case handlers are not providing regular updates or are not seen actively working on the case. From here, we can chase these teams for you, giving you your precious time back.
Once we have provided Key Account Support and monitored the activity, we can pass this information to our Relationship team, who can raise the concerns further to our Solicitor firms if needed. This helps us ensure these issues don't happen again and improves the overall service from start to end. It helps our customers know that SortRefer is here to tackle any issues and that your clients are in safe hands throughout the process.
If you'd like to learn more about SortRefer or any of the services we offer, you can do so by contacting our Customer Services team on:
Telephone: 0333 456 4567
Email: enquiries@sortrefer.co.uk
Opening Hours: Monday to Thursday: 09:00 - 17:30, Friday: 09:00 - 17:00
