Background

National Title Network was formed in 2009. In addition to processing 1,700 VA refinance requests through its main office, NTN has evolved into a unique competitor in the field: it is also the back-office title processor for three sister companies that focus on standard titles, broker-facing work and more. Staffing and growing their offices quickly, NTN needed a solution that would let them flexibly and seamlessly serve four separate companies.

Start-up CIO needs tools to drive his team’s success…fast

As one of the first hires for NTN during its 2009 launch, CIO Kevin Mazur selected a pay-as-you-go, hosted provider that fit within the new company’s budget needs. As business grew, Mazur required a different kind of flexibility: the power to customize for NTN?s business process and unique corporate structure. The old, hosted solution was running on software that hadn?t been significantly improved in several years, and it simply didn’t provide the flexibility this new business model demanded. It was time to evaluate new solutions.

The critical factor in selecting ResWare was flexibility: NTN was able to set up a workflow that let him customize how forms, documents and templates were handled and seen by distinct positions. Like many ResWare clients, NTN needed a fluid structure that would work how his company worked— not to conform NTN?s needs to rigidly programmed workflow.

“ResWare just offers better workflow management than the other systems we evaluated. I have very particular compartmentalization of roles, in addition to having the unique challenge of supporting four niche title businesses,” said Mazur. “With ResWare?s Action ItemsTM we have people in different areas that each focus on one critical step. It was difficult to create actions on our old system so that a file would show up on the dashboard of just the person who needed to see it, and it’s easy with ResWare.”

Up and running with two ResWare installations and growing fast

NTN requested an accelerated implementation schedule from ResWare staff, who provided Mazur with a level of service he says he’s never seen from other vendors. Within months of Mazur joining NTN, organizational head count has more than tripled. Mazur was easily able to stream new hires into the workflow using ResWare.

As a ResWare shop, Mazur and his team also get the benefit of constant innovation without even requesting it. Any improvements or new features requested by a client and implemented in the software are also offered to all Resware clients without being sold as upgrades.

“I don?t know that I?ve ever had a complaint,” says Mazur. “They?re exceptional, and I have very high expectations of service from vendors. They?ve been critical to our development and growth.”

But great service and a smooth implementation are only the beginning. With ResWare in place, efficiency has skyrocketed.

“What took three positions in the past now takes one. Any additional workload from our sister companies can easily be absorbed by our back office without the need for additional hires in the separate front offices. This allows our people to focus on closings and customers while ResWare and I orchestrate the process and manage the workflow. ResWare and their staff did more than help us design our workflow; they helped us build our whole business model.”

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