The Way Tech Support Should Be

Some of you know that TitleSouth and TitleSouth's Closing Centers are "Stewart Title shops." Stewart Title Guaranty Company is TitleSouth's title underwriter, and we use Stewart Technologies' "AIM" and "SureClose" software in our title and closing operations.

This week, the folks in Houston, where Stewart Title and Stewart Technologies are located, had some gremlins invade SureClose and we couldn't scan documents to our online files. It is a minor annoyance, and there are work-arounds that keep us going. However, we were having trouble working the way we like to.

As soon as we realized we were having problems, I shot off an email to Sheryl Cave, Dona Sutton and Kim Sekenski at Stewart Technologies Regional Office in Tampa. Sheryl, Dona and Kim provide product support for SureClose for about 4 states. Within minutes, I started getting replies from the team letting me know that they knew about the problem and that they were working with engineers in Houston to get the problem identified and solved. The Houston folks worked on the problem throughout the day, and by day's end had everything back in order. I received about a half dozen emails from Sheryl, who was monitoring the progress, to let me know what was going on, and then another email to sound the "all clear."

To me, this is the kind of responsiveness tech support should give to customers. Sheryl, Dona and Kim (as well as our AIM support and training team of Laz Conn and Laura Roberts) "get it" when it comes to meeting and exceeding our customers needs.

When it comes to supporting our customers, Sheryl, Dona, Kim, Laz and Laura give all of us something to shoot for.

Thanks to all of you for being so helpful to us - you are our champions and we appreciate your efforts.

If you would like more informaiton on SureClose - which I believe is the greatest thing to happen to the real estate industry since the fax machine - contact me at the TitleSouth Closing Center at 205-445-1414 and I'll give you a testimonial and put you in contact with the Stewart Technologies marketing team - they, too, are a top notch bunch of folks.

Until next time,

Pat Smith