We work alongside clients and their business plans to help them secure more business – if they are successful, we too are successful
which is important to our clients, because if they’re buying the latest innovations from us they know it’s future-proofing them as well. MLM: Where do personal searches sit in today’s market? How are they evolving alongside official searches? MLM: What would you say is unique about SearchFlow? TB: What sets us apart is that we don’t just focus on searches. We know we offer the best level of customer services, and our two Customer Service Awards at the CXAs (Customer Experience Awards) are evidence of that. With one of the most knowledgeable, longserving teams in the industry, we can really focus on how to add value to a client’s business. We create bespoke value propositions that resonate and truly benefit clients by providing market intelligence to help clients make informed commercial decisions. We work alongside clients and their business plans to help them secure more business. If they are successful, we too are successful. We’re currently working on a variety of different propositions, one of which is to offer early ordering of searches to speed up transactions for new build projects. We also provide a concierge service for those clients who need something a little more bespoke. Plus – our Portfolio Team is amazing – offering an efficient and timely service for those clients needing high-volume searches for large projects. And we do all this in the knowledge that we have a stable, profitable organisation backing us by investing in new technology,
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| SearchFlow Supplement
TB: Increasingly it can be far quicker to turn around personal searches rather than using the official process. More and more Local Authorities are going digital which means we’re able to conduct a personal search online from our offices rather than make house visits. The quality of the information is search code complaint so we have 100% confidence in the reports we are suppling. Very few lenders still require an official search and in today’s market, where the consumer demands speed of transaction, this is a more cost-effective and quicker service. We have one of the largest in-house Personal Search service teams in the industry, which has grown more than three-fold over the last two years. MLM: What do you see as the biggest challenges facing the conveyancing sector – today and in the future? TB: In addition to our focus groups, and to drive our business forward, we hold regular Customer Advisory Groups. In a fast-moving market, it’s important to listen to our clients and understand what is impacting their business. When I visit clients, usually around two to three times a week, there’s rarely a conversation that doesn’t revolve around risk, whether it’s fraud, choosing which reports are going to give the most comprehensive data to their clients, or to make sure they have the right