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Founded in 1984, SoftPro has become the nation’s leading title and escrow software company. What began as a single program for producing real estate closing documents for title companies in the southeast has grown into a turnkey suite of products and services with the industry’s largest market share of over 60,000 users across the nation. A subsidiary of Fidelity National Financial, a Fortune 500 company, SoftPro employs a team of over 400 people who are dedicated to a constant pursuit of customer satisfaction. SoftPro is celebrating 40 years of business in 2024.
SoftPro has been awarded local, regional, and national accolades over the years. For the eleventh year, SoftPro was named one of the Triangle Business Journal’s Best Places to Work. SoftPro has been recognized by the American Business Awards every year since 2007 – winning awards for superior customer service, support, product development, and company achievement. SoftPro is proud to be the 2022 American Business Awards Gold winner for Company of the Year – Real Estate (Large).
The real estate closing and title industry has seen many ups and downs over the last few years, but one constant has been the need to facilitate hybrid and remote work. SoftPro’s Hosted software solution has played a pivotal role, allowing customers to work from anywhere with a computer and internet connection. From January 2022 to December 2023, the SoftPro Support team stepped up to meet this demand, successfully transitioning 187 existing SoftPro customers to the SoftPro Hosted solution software, empowering those customers to work securely in a remote environment. In addition to customers who upgraded their software, SoftPro Support onboarded 508 brand new customers to the Select and Hosted software solutions and 105 new customers to the Standard and Enterprise software, with monthly new customer goals being reached by an exceptional 160% in August 2022 and 200% in February 2023.
Despite the demands of getting new customers up and running in their new or upgraded SoftPro software, SoftPro Support never wavered in their commitment to their existing customers. Since January 2022, Support has closed 99.2% of their support calls and reduced average callback time by an impressive 53%. SoftPro’s customer support satisfaction is now at an all-time high, with an overall score of 98.54%, proving that prioritizing customer care leads to happy SoftPro customers.
The SoftPro Support team takes a proactive approach to customer service, so fielding support calls is just one element of the overall support strategy; customer training is also a key component to ensuring customer success. The Support team collaborates with the training department to identify customer pain points and develop strategies to empower customers. With Support’s input, SoftPro provides free monthly training webinars which help customers streamline their workflow, increase productivity, and better understand their SoftPro software. These invaluable learning sessions drew a total of 9,030 registrants since January 1, 2022, and saw a 33% increase in registrants in 2023 over 2022.
Over the past year and a half, SoftPro’s support team partnered with the marketing and cloud services teams to conceptualize, develop, test, and launch the SoftPro Status Page. The Status Page is designed to give SoftPro customers real-time updates on the health of their SoftPro products and services. If there is an incident in progress or an interruption in service, the details are noted on the Status Page, giving customers a “self-service” option to track the status of a given incident. The Status Page works in tandem with notification emails from the support team to keep customers informed.
Additionally, the SoftPro Support team plays an important role in SoftPro’s Annual User Group Conference, offering individual Support Lab appointments for conference attendees. These appointments give customers the opportunity to speak one-on-one with a Support team member about any topic of the customer’s choosing. The Support team hosted 51 in-person Support Lab appointments during the 2023 conference, filling 90% of available appointments.
Nomination Title: Proactive Approach To Customer Support Generates High Customer Satisfaction
