Smoove has launched a new set of service standards that aims to allow a “more transparent and seamless” transition process for customers.
eConveyancer+ is a new set of service standards developed in partnership with brokers and conveyancers which includes a commitment from conveyancers to give updates to the homeowner every five working days.
Smoove chief customer officer, Tony Leonard, said the platform is built with “communication at its core”.
“On the platform we have ways of messaging and we have ways of showing customers what’s going to happen next,” he said.
“What we found when we have spoken to firms is there’s a strong link between the amount of noise in a case, which you can measure by the number of queries on a particular case, and the amount of proactive communication that the firm makes available to the customer.”
“We found that if a conveyancer responds to a query in a working day, that case would have about 55 per cent fewer queries on it.
“That makes things an awful lot smoother and demonstrates the customer and the broker are more comfortable with what’s going on.
It will also mean that they will flow through faster as there is less too-ing and fro-ing.
The system also scores conveyancers on their communication in real-time, tracking their performance against these new standards to best help brokers decide how to allocate cases through the platform.
Additionally, Leonard described the launch of eConveyancer+ as a “step in a new direction for us”.
Leonard also detailed how Smoove developed the site, pointing out that it was created in conjunction with members of the industry.
“What we’ve done is spend quite a bit of time working with conveyancers and brokers trying to find out where the wrinkles were as they saw them,” he said.
“We did a lot of research and some of the early crinkles are in communications so people wanted to see clarity in that area.”
tom.dunstan@ft.com
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