SortRefer seeing positive results from sales and customer service restructure

30 January 2018

SortRefer, the online conveyancing portal for brokers, has successfully completed its pilot test of teaming its internal customer service staff with its field based external sales team to build stronger relationships with introducers.

The company, which has already received plaudits for its service, decided to make radical changes to further improve the effectiveness of its support for introducers. By teaming Regional Account Managers out in the field with their in house telephone Account Manager partners, SortRefer was able to create broker specific two person teams, who together could provide a more seamless service for introducers.

According to Chief Executive, Kevin Tunnicliffe, the results have been excellent.

He said, "Tinkering with a successful formula, can be a recipe for disaster. However, when we decided to look at ways to further improve our service, it seemed a logical move to offer introducers a way in which they had direct support from named individuals, at head office to field queries and also have them linked to a Regional Account Manager, so there was a seamless delivery of quality service. New business enquiries have gone up and case queries are being dealt with even faster than before and introducers are delighted.”