Kayla Kneisel
Do Process: How the Most Popular Conveyancing Program in BC was Built
W
hen Do Process first acquired the ProSuite™ program in 2013, BC Notaries were using it to complete 90,000 real estate transactions annually. Today, that number has swelled to 150,000; the program is used by BC Notaries and lawyers in our province to ensure accuracy, speed, and value for their clients who trust them with one of the largest purchases of their lives across the province. So how did ProSuite go from a niche Notary program to a key tool in BC Notary and real estate law offices? Although the ProSuite software was originally developed through the focus of Wayne Braid and the BC Notary Society, Do Process put significant time and investment into building it out into a program that can help all legal professionals work on behalf of the people of BC. ProSuite helps legal professionals manage and close real estate transactions with improved efficiency and accuracy, taking manual data entry out of the equation. Do Process started with the same foundational principles that drive its whole business . . . consulting with customers and responding to their needs and requests. Through customer-experience surveys, face-toface meetings, and customer advisory panels, Do Process identified four key areas that mattered most and set about improving them. Volume 27 Number 3 Fall 2018
So how did ProSuite go from a niche Notary program to a key tool in BC Notary and real estate law offices?
of ways. They invest continually in improved functionality and help new BC Notary and lawyer graduates get started with free transactions for their first year. They also support the education program through The Society of Notaries Public of BC with trainers and an award for the top achiever on the conveyancing exam.
1. Enhanced the Product Experience Do Process invested heavily in innovative new features, improved stability, and updated hundreds of lender forms, document templates, and mortgage products.
2. Expanded Services and Added Team Members Staff dedicated to supporting the BC market grew from 3 to 20. Customer service hours were extended, support teams expanded, and an online Help Centre was added to provide support 24/7.
3. Introduced New Training and Support Customer Success Managers, all former legal professionals, provided new complimentary training services, all customized to suit customer needs.
4. Launched Integrated Solutions Partnerships with market-leading service-providers, government entities, and other stakeholders created additional efficiencies for ProSuite users. Do Process continues to demonstrate the commitment to the local BC community in a variety The Scrivener | www.notaries.bc.ca/scrivener
Tiffany Postler Account Manager
Jennifer Whiting Customer Success Manager
Karen Rhoades Account Manager
Fran Brooks Customer Success Manager
You’ll often find the local Do Process team at industry events and conferences. If you happen to spot them, take a moment to introduce yourself! Tiffany Postler, Jennifer Whiting, Karen Rhoades, and Fran Brooks are all former legal professionals with a combined experience of more than 50 years; that helps them understand the challenges legal offices face and to provide exceptional customer service.
Kayla Kneisel is the Marketing Specialist for Do Process. TABLE OF CONTENTS
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