TDR Case Study – Mortgage Surveying
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Challenge
The client is a reasonable sized mortgage survey firm that used an in-house as well as an outsourcing firm.
However, the company constantly grappled with:
- quality and on-time delivery issues, which led to growth decline.
- they could not ramp up volumes as they feared the quality might suffer, and they could not grow beyond 12-15 jobs a day.
- stagnation of top line and bottom line growth
Our Partnership
Our company partnered with the client to provide solutions to their challenges.
We started small and imbibed their standards through:
- using right software
- rigorous training
- detailed documentation
We carried out repeated internal training and tests to get the team up to speed.
We identified a dedicated team for
- quality control personnel for multi-level detailed checks
- set up dual shifts to manage volume upticks
- minimizing error-based revisions to almost zero
- reducing the turnaround time on updates
- established regular refreshers with the client to get feedback.
Result
Client’s volume went up to averaging around 40-45 jobs a day to about 55 jobs spread across two shifts.
Client’s bandwidth increased by 266%.
We added two shifts for day & night operations.
Client’s top line grew by 250%
As the client has been now with us for a few years, we are able to maintain a steady uptick of 25% YoY growth
Client’s bottom line grew as he was able to reduce the cost for license, man power and training, while at any given time being able to dial their volumes up and down without a worry.
We now have a thorough documentation on standards and manage all legacy and new changes with ease.
Conclusion
Our company’s partnership with the client led to a significant improvement in their operations, leading to increased revenues and growth.
By providing rigorous training, detailed documentation, and quality control checks, we enabled the client to ramp up their volumes and reduce their costs, without compromising on quality and on-time delivery.
Our regular refreshers with the client ensure that we continue to meet their needs and exceed their expectations.
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