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Landata Systems, Inc. Enhances Overall Customer Experience with Spectrum’s Ultra-Link™ Software

Landata Systems, Inc., a wholly-owned subsidiary of Stewart Information Services Corporation (NYSE-STC), is a provider of award-winning software and high level IT services to the real estate title industry. Its innovative solutions have improved accuracy and reduced costs in title offices by providing products that allow them to use paperless, online underwriting tools.

The Challenge
The ongoing development of new products has resulted in a consistent level of growth for the company. In order to maintain its position as a leader in the title industry, Landata wanted to optimize communication within the Customer Service Center. Technicians needed to see what type of calls were coming in, reduce the number of abandoned calls and improve overall customer service.

Landata’s requirements:

Record all ACD activity and report this information to its technicians
Provide a way for technicians to view the Customer Service Center statistics at all times
Gather information for reports to aid in technician training and performance management

Solution
Spectrum’s Ultra-Link™ software was the perfect solution for Landata. Ultra-Link is a software application that collects real-time or historical data from any open data source. This critical data can be displayed on wallboards, desktop screen-pops, web pages, and much more! Ultra-Link software includes a Graphical User Interface (GUI) and the addition of enhanced alarming and messaging features that allows statistical data to be viewed by more people in different environments. Some of the many advantages of Ultra-Link include:

Alarms and thresholds – helps agents and management proactively participate in the success of the department and organization
Collection of real-time and historical data – gives a complete view of the contact center
Greater visibility of the business – empowers agents and management to make better business decisions and effectively manage resources
Monitor the contact center – aligning everyone with company goals and objectives

Integrating Ultra-Link into Landata Systems was very easy. Total installation took only half a day with no downtime. It was installed on a stand-alone PC workstation and started collecting and distributing data immediately after the initial installation. The process included:

Discussing Landata’s wants and needs
Quoting system items and requirements (initiate Statement of Work)
Installing main collection engine with any display options (wallboards, monitors, screen pops)
Perform training for key operators and management
Provide ongoing support and training

Results
Spectrum Corporation knows that customer satisfaction is Landata’s number one priority. Integrating Ultra-Link into Landata’s IT Support Center allowed it to collect data from the ACD and distribute that data to display devices throughout the center. Important Key Performance Indicators and unique analytics were created and viewed on the wallboards in the customer service center. “We are able to collect real time stats that assist us in better serving our customers. We are able to do this because we can see calls holding in our CSC queue, how long they are holding, and what skill set they are holding for,” said Robin McNeil, Customer Service Professional. For those who did not have a direct view of the wallboard, this same information was viewed on individual desktop screen-pops. Technicians and managers now have the information they need right on their desktop to effectively handle each customer.

Managers also used these real-time metrics to manage technicians. They received the information relevant to technicians regarding adherence, benchmarking and overall performance. “This product is very powerful and assists us in other areas besides calls holding, such as, login/logout stats and specialized reports,” said Robin McNeil. As a result, these reports were essential to technician training. Landata has experienced a reduction in dropped or abandoned calls and improvements in technician stats and overall customer service.

Key Benefits

Higher First Call Resolution
Reduction in Abandoned Calls
Improvement in Overall Technician Statistics
Increase in Customer Satisfaction
More Effective Performance Management