RE/MAX Signature Properties Success Story
Ensuring Customer Satisfaction by Closing the Deal Faster
BACKGROUND Based in Denver, RE/MAX International oversees a network of more than 120,000 real estate agents in more than 65 countries. RE/MAX Signatures Properties is based in Concord, North Carolina, and is a part of that network and helps to service the active real estate market in the Charlotte area.
CHALLENGE Charlotte is the second largest financial services market in the United States. With many financial services companies headquartered in the region, there are many corporate relocations to the area. Surprisingly, the average stay for a homeowner is just over 47 months. The corporate relocation scenario presented a unique challenge for Leigh Brown of Leigh Brown & Associates. Many of her customers move to the area from other states and other time zones. They typically make one or two trips to find and buy a home. The company had used Zipforms which allowed them to send documents via e-mail, but customers still needed to print out, sign and mail documents and contracts back to the office. “Having a large number of out of state customers presents a challenge for us since we have to send paperwork back and forth via fax. After sending, receiving and re-sending documents many times the signatures can sometimes become illegible. We were looking for an easy solution to solve this problem.”
SOLUTION While exploring various options to tackle the problem of finalizing contracts, Leigh realized that Zipforms partnered with DocuSign. She admitted that the idea of trying new technology was intimidating, but after using DocuSign she realized, in just a few minutes, how easy it was to use the service. Leigh and her team have been using DocuSign for over one year and have been incredibly happy with the results. “Using DocuSign’s eSignature technology has allowed us to stay ahead of the competition and position ourselves as an advanced real estate firm. This technology has freed us up to focus on more client-facing activities and improve our customer service. It’s a huge bonus for both my team and our customers.” Leigh said that her customers are more than happy to use the service once they realize how easy it is to use. It only takes five to seven minutes to review, sign and send documents back to her office. Customers have called her to let her know how easy it was to finalize their contracts. What’s especially gratifying is that it can reduce the stress level for customers who are in the midst of conducting a corporate relocation.
RESULTS Leigh and her team have seen a number of benefits for both themselves and their customers. First, especially when dealing with corporate relations, time is of the essence. Using DocuSign has reduced the time it takes to print, mail or fax, sign and re-send from seven to 10 days to less than an hour. Second, with customers mainly coming from out of state and different time zones, using DocuSign has cut down on the stress level for both the agents and the customers since the process is so quick and easy. Third, DocuSign is a safe, secure and 100 percent legal method of signing contracts. Sending sensitive financial information via fax, sometimes to a person’s office or a local Kinko’s, can be fraught with risk. Customers enjoy knowing that the documents are safely delivered. “We’re embracing eSignature technology since it helps us close deals faster and ensure a high level of customer satisfaction. Our customers are happy since it reduces the burden on them during a potentially stressful time. What’s funny is that our family has been in the real estate market in Charlotte for almost 30 years, and using DocuSign has helped position us as a progressive company. I don’t consider myself to be technology savvy, but it’s just so darn easy to use,” she said.
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