The problem-solver advantage: Why people and technology are key to our service

In conveyancing, working faster is rarely an option. But working smarter certainly is. Chasing searches, unpicking unclear results, managing enquiries are all just busy tasks. None of it is an effective use of time, however important the solutions are.

Trudging through busy work takes you away from the time you could spend on client care, business development and the more complex elements of conveyancing that genuinely require expertise.

Alas, time-sink tasks trap far too many property professionals, not necessarily because of inhouse processes, but because of an outdated search provider. Relying solely on humans is antiquated in an industry that pushes for immediacy, and using automation alone fails to apply the enormous value human expertise and nuance can bring to a case. A blend of the two – humans and technology – creates a potent force that pushes you forward in a competitive market.

The problem with a static service

We all know the agonising pain of submitting an enquiry then waiting hours, days, even weeks for a response. When the answer appears, it’s generic and appears to bear little resemblance to the specific transaction. You follow up, you explain the context, again, you chase, often dealing with different people who have no access to your transaction’s history or needs.

Similarly, customer service chatbots miss the nuance of a question or are unable to deal with the queries more complex transactions pose. Self-service portals squirrel information away in hard-to-reach corners, again falling short of the mark in complex cases, so you spend more time digging for an answer than you would solving the problem yourself.

Whether over-automated or stuck in the past, if your search provider hasn’t evolved to support you effectively, it is more likely to drain your time, increase your stress and damage your business. Its inefficiencies become your problem, and no one wins.

The power of people first

Being able to rely on a customer service team and sales account managers who are trained problem solvers, who understand the complexities of real-life transactions means you have a support system that actively works to remove obstacles from your workflow.

At OneSearch, for example, when you contact our customer service team about a complex search scenario, you engage with professionals who understand the intricacies of conveyancing, who can interpret Land Registry data, who know the questions to ask to get to the root of the problem – and know how to provide effective solutions.

Our account managers work with you to identify ways to streamline your processes, either by embracing new ideas or leveraging new technologies to boost our human-centric support. They look for patterns in your search requests and suggest workflow improvements. They flag potential issues before they cause you any problems. They share industry insights that could benefit both your business and your day-to-day workload.

Tech as a time-saver

Technology has a lot to offer, giving humans time back so we can do what we do best: listen, interact, build relationships and apply the nuance and expertise technology is a long way from offering. 

Systems with instant access to historical enquiries, easily searchable data and simple tracking of a case mean you don’t have to explain your transaction to multiple agents or chase progress. With technology handling the repetitive, mundane tasks, the OneSearch team can help you focus on higher-value work, solving complex problems and building the relationships that drive long-term business.

A hybrid service model delivers tangible improvements in your daily productivity. You can update clients in minutes rather than hours with contextual search results rather than raw data you needed to unpick. Added up, this level of efficiency and quick turnaround saves you time in abundance. Saving ten minutes per search, for example, can mean hours saved per week, so you can take on more cases without needing to take on more people.

And with those savings in time and resources comes the confidence to handle an increase in volume without compromising quality. An efficient, innovative search provider inspires the confidence and power to embrace growth and scale ambition.

Keeping it human

At its heart, conveyancing is a human business. In buying property, the majority of clients are making the largest purchase of their life, envisioning a future in their new home. It is an enormously emotional period for many clients, so the pressure is on to walk alongside them and support them as best you can. So you need a service provider that walks alongside you, making that role as easy as possible, taking the load, so you can provide the human support to your clients.

As the conveyancing landscape will continue to evolve – regulations will change, tech will advance and client expectations will rise – you need a robust search provider that evolves and innovates, so you can navigate that ever-changing landscape successfully and with confidence.

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