Liberate the branches; Enable the Call Centre
Spicerhaart turned its attention to paper handling and storage in its 180 estate agency offices and 45 lettings offices. These offices, handling property purchases and enquiries, mortgage requirements and applications are very paper intensive. Storage in high street offices is at a premium too. “We had 5 warehouses full of paperwork!,” adds Steve. “Storage, management, filing, refiling, shipping were all consuming in time and cost and efficiency. We didn’t have the space to house files at the branch, so we simply addressed the problem by installing scanners in each one. Live files remain on paper but once the property transfer is completed, the file is scanned and integrated with our back office system.”
Not only is this a very visible benefit as paper storage is no longer needed at the branch, but the availability of the information on-line empowers Spicerhaart’s call centre staff to up-sell and cross-sell its financial services and legal services with immediate access to the completed agreement and contract.
The jewel in the document management crown
Spicerhaart’s corporate sales division is one of its fastest growing brands employing 100+ staff in its Blackpool office. Corporate Sales provides a wide range of services, including the management of assets and repossessions for corporate clients working closely with banks, building societies and organisations that manage property, from the commercial sector to housing associations and property developers.
Here Steve and his team have developed a sophisticated case handling system accessible by their clients, that has transformed what was a paper intensive process into a fully integrated electronic store of all the documentation and information associated with each case file. Lenders can see the information status, actions and documentation through