How Out of State(OOS) Titles were tracked Problems How OOS Titles are tracked now
Title work was initially received via mail: ◦ Title’s VIN and customer’s name logged (paper) ◦ Title work placed in “Title Box” ◦ Customer called (if phone# available) Not logged ◦ If no phone contact, Customer notification letter sent Not logged Little control or consistency of letters Title work was sent to branch offices as requested by customer ◦ Not logged consistently
Customer called about their Title work: ◦ CSR would have to find Title work: Leave workstation Dig thru branch “Title Box” If not there, call other branches and have another CSR dig thru other branch “Title Box” ◦ CSR could only let customer know “We got it…” ◦ CSR could ask for title work to be sent to other branch, but no means to track.
Where’s the “Title Box”? Did anyone call customer? ◦ Who, when and what was said? Did the customer call back? ◦ Who, when and what was said? Did anyone send a notification letter? What branch is the Title work at? ◦ Why is it there? Did the Title work get processed? ◦ By who and when? Was the Title work sent back to dealer/lien holder? ◦ By who and when?
Title work is initially received via mail: 3 ◦ Title work information logged into system: Who and when Title Info Customer Info Which branch the Title work is located at ◦ Customer Correspondence Phone Who, when, and what was said. Uniform Letters Who, when, and copy of letter(electronic).
Customer calls about their Title work: ◦ Any CSR at Any branch: Has all Title/Customer information at their fingertips. Has all customer correspondence history. Can input phone conversations in system. Can request title work “routed” to any branch.
Title work 30 days old with no contact with customer: ◦ flagged for a uniform “Warning Letter”: Generated by system Logged in system Sent to customer
10 days after “Warning Letter” has been sent: ◦ flagged for a uniform “Dealer/Lien Holder Return Letter”: Generated by system Logged in system Sent to Dealer/Lien Holder
Back Office Staff roles: ◦ Input initial title/customer info. ◦ Make initial phone call attempt. If no phone contact, Send initial notification letter. ◦ Daily monitor: Titles to be routed to different branches. Title warning letters. Titles that need to be sent back to Dealer/Lien Holder. ”Designated personnel” could assume these roles
Yes, however there will need to be modifications specific to your office. ◦ Users The system identifies users by their windows login name they are logged in with. ◦ Locations I will need to modify the location names to match your locations. ◦ Default Location Titles are received at I will need to designate. ◦ Letters You will need to provide your office’s letterhead for me to incorporate into all the letters.
Prerequisites ◦ Microsoft Access 2003 or later on all PC’s which will need to run it. ◦ Fileserver accessible by all PC’s which will need to run it. Optional (but preferred) ◦ MS SQL Server instance in place to add back-end Tables.