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The success of InspectHOA customers

Hundreds of title officers and lenders rely on us to close deals faster and without the HOA-related hurdles

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Success Stories

Helping our partners optimize and scale

Saving over 2 days
on every transaction

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About TransCounty

TransCounty Title’s mission is to be the premier local Ohio provider of commercial and residential real estate transaction services, operating in all 88 Ohio counties with the highest ethical standards, integrity, and professionalism.

The company’s passion lies in consistently exceeding the expectations of their clients through a superior customer experience. TransCounty Title is constantly looking for ways to streamline and simplify their processes to achieve faster, easier, and more effective ways to prepare documents for closing and, therefore, work on more transactions.

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The story

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The Challenge

When the Title industry talks about HOAs, we usually hear about the tedious manual processes, lots of back-and-forth communications with all parties, and wasted time.

Being on tight deadlines doesn’t help when you need to rely on someone else. TransCounty took a leap of faith and trusted InspectHOA’s automated process, and here is what came out of this.

The HOA piece was always a problem for TransCounty Title. They would go through a tedious manual process with multiple follow-ups with the seller to obtain all required documents.

HOAs are the single most dreaded thing about a closing. When you find out the customer has an HOA, you dread the file because of the hassle that you have to work with the seller on.”

Before partnering with InspectHOA, TransCounty would call or email each customer to gather the HOA contact information. Once they had that, they would contact the HOA on their own to order the documents.

Then they had to reach back out to the client to inform them that they would receive an email with a request to make a payment to the HOA. All these steps were necessary for the HOA to send TransCounty the information.

As expected, this convoluted process presented multiple obstacles. Some clients wouldn’t receive the payment link or the email altogether, and others would be upset that they have to pay for the documents upfront. TransCounty would then have multiple follow-ups to ensure the document fees are paid.

The entire process translated into 3-4 calls to the customers, which created friction in the process and a bitter client experience. In addition, since the team was bogged down having to do so many things on their own, they couldn’t easily
scale their operation.

The Solution

Originally, TransCounty Title was a bit hesitant about partnering with InspectHOA because of the additional service fee and the fear of losing control over the process.

However, Cristina Sadler, TransCounty’s Escrow Officer, says, “I was worried the job wouldn’t get done, but it always gets done! It’s worth it, it’s beyond worth it!”

Today, TransCounty leverages Qualia and its Marketplace to access InspectHOA’s services with just a click. When TransCounty has a closing that involves an HOA, Qualia gathers some of the HOA information upfront from the seller, and after only one click from the team, InspectHOA takes care of obtaining the documents and paying for them upfront. Once the documents are obtained, InspectHOA uploads them in the file on Qualia, and TransCounty just adds the charges to the CD.

The Results

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Christina Sadler
Escrow Officer
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The HOA piece was always a problem for TransCounty Title because of the hassle that you have to work with the seller on. The partnership with InspectHOA has saved TransCounty Title at least 3-4 phone calls per file, shortened their processing times significantly, and removed the need to involve the seller or the buyer in the process.

This partnership removes the friction in the entire process and results in significantly higher customer satisfaction. Their deadlines are always met and what Christina really loves about the service is that she just clicks a button, and she no longer worries about the HOA piece of the process.

“People would rather pay more at closing than pay to the HOA upfront. It makes them think about the fact that they are leaving the HOA but they have to pay for all these things to get the information.

It’s a much better experience for the client because you don’t have to bother them too much to get the information or get them to get their credit card out to make payments. A lot of people are wary of making payments online.” shares Christina.

Increasing customer
Net Promoter Score (NPS) in Title

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About Endpoint

Endpoint is a digital title and settlement company built from the ground up to make home closing easy for all. Founded in 2018 with a diverse group of tech and real estate veterans, Endpoint develops technology that streamlines the closing for real estate agents, buyers and sellers, and empowers proptech companies and investors looking to scale their closing operations. To learn more, visit endpoint.com.

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The story

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Nowadays, consumers are used to instantaneous gratification, and they are looking for faster and smoother closings with as little involvement on their part as possible. Many first-time home buyers select their real estate and title companies based on recommendations from people they know.

To get these recommendations, increase their NPS, and grow their business, title companies are looking for ways to provide a better customer experience and faster closings.

The challenge

Endpoint’s mission is to make the real estate closing experience as seamless as possible. Closings are very complex and each one is unique, requiring professional expertise from closing specialists, yet there are opportunities to automate processes to enhance the experience.

Collecting HOA documents and data is one area where automation can improve and accelerate closings. The task of collecting HOA documents and data can be labor-intensive and may take days, depending on the depth of information provided by the seller and the responsiveness of the HOA.

The document and data collection is transaction-specific, which does not align with Endpoint’s goal of standardizing closings and decreasing clear-to-close timelines.

Shawna Hernandez

SVP of Operations, Endpoint

We do believe that closing requires professional expertise, but there are opportunities to use technology and automation to enhance the experience.

The Solution

Endpoint tasked InspectHOA with delivering a customized solution to accelerate HOA documents and data collection. The final result was an automated process that handles all HOA-related pieces of the transaction.

Today, Endpoint submits an order automatically, and the InspectHOA team:

  • confirms the presence of an HOA
  • orders the documents
  • fronts the documents cost to minimize the turnaround time

 

The ability to tap into InspectHOA’s national database combined with automated ordering has helped the Endpoint team streamline their process and shorten their clear-to-close timelines. This allows Endpoint to focus on what they do best – combine people, process and technology to make closing a real estate transaction easier for everyone.

 

The Results

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Shawna Hernandez
SVP of Operations, Endpoint
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Due to InspectHOA’s responsiveness and collaborative and adaptable approach, Endpoint was able to accelerate the HOA document collection process. However, Endpoint also wanted to automatically and confidently know whether or not there is an HOA on a property within a few hours.

By removing the need to ask sellers for HOA information during transactions, Endpoint can commit to a given closing date earlier in the process.

“We are constantly tweaking and refining our processes, so we need a partner that would go along this journey with us. That is very important for us when we are looking for a long-term solution.”

Since partnering with InspectHOA, Endpoint has also seen an increase in its NPS scores and an improvement in employee engagement. Now that their closing specialists have fewer manual tasks to perform, they can devote more time to delivering a superior customer experience.

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What our clients say about us?
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Michelle Rose, Partner, Closing Day Settlements
linked website
Number #1 with efficiency and detailed reports
I highly Recommend Marina Hubenova and sending all orders to InspectHOA. I love sending all my orders through their client portal or in Qualia. They are number #1 with efficiency and detailed reports. I never think twice on placing my orders with them.
Michelle Rose, Partner, Closing Day Settlements
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Shawna Hernandez, Director of Escrow Operations, Endpoint
linked website
A reliable partner for technology and innovation
We do believe that closing requires professional expertise, but there
are opportunities to use technology and automation to enhance the
experience.

We are constantly tweaking and refining our processes, so we needed a
partner that would go along this journey with us. And InspectHOA is exactly that.
Shawna Hernandez, Director of Escrow Operations, Endpoint
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Cristina Sadler, Escrow Officer, TransCounty
linked website
Taking back control of HOA documentation
“I was worried the job wouldn’t get done, but it always gets done! It’s worth it; it’s beyond worth it!"
Cristina Sadler, Escrow Officer, TransCounty
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Scott Young, EasyKnock
linked website
A solution to a historical problem
"InspectHOA has been an instrumental partner in mitigating risk and creating efficiencies in our acquisition process. They are the solution to a historical problem that title companies and other vendors face in every transaction."
Scott Young, EasyKnock
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