Central Signing Service: Improving Business Operations

Background
Central Signing Service (CSS) is a mobile notary company that provides escrow, closing, mortgage, and lending companies with notary signing services via its network of signing agents. Over the years, CSS has built a quality reputation based on efficiency, personalized attention and great customer service.

Opportunity
CSS was looking for ways to improve their business. The goal was to reduce turnaround times and operational costs while improving customer service at the same time. After evaluating the options for improvement,  CSS and CyberSense set out to build an online application that would automate the entire workflow.

Solution
In a highly collaborative effort, CyberSense and CSS developed an online system with an easy-to-use interface that provides one unified platform for all business operations. The base solution allows escrow officers to submit online orders. The system captures those orders allowing CSS administrators to search the database of signing agents and assign orders to the most appropriate agents. Once orders are assigned, all parties (escrow officers, internal administrators, and signing agents) can view and track orders throughout the system using their own personalized pipelines.

In addition to base functionality, CyberSense designed other custom features such as:

• Editing capabilities allowing all key players to self-manage the process.
• Notification systems that alert users of changes being made to orders within their pipeline.
• Approval procedures for crucial steps in the order flow.
• Reports to manage the results of business operations.
• Comprehensive invoicing system.
• Feedback module for ranking individual and system performance. 

The jury is still out on the official return on investment, but CSS is pleased with the results and already reports efficiency improvements, customer enthusiasm, and productivity gains.