Installing Informer 5 and utilizing visualizations greatly benefited Northwest Title. “Orange Standards,” which are Northwest Title’s customer success standards that help them ensure customers are being served well, were now able to be revised and became much more specific to how well tasks were completed within the transaction process. Although Orange Standards existed prior to Informer, they were more aspirational, rather than truly actionable performance standards. For example, Northwest Title aspired to send recordables to the county within 24 hours of closing, but this could not be verified until they had Informer 5’s visualizations and ability to track the time between tasks completed in RamQuest’s production software. In Informer 5, Northwest Title has over 50 graphs tied to their Orange Standards, many of which relate to tracking the time it takes to complete certain tasks. With Informer, they track task completion times in the production system such as how long it takes their abstractors to complete title searches, the time it takes to produce title commitments, and how long it takes staff to review the commitments and send them to customers. They also track how quickly they fix post-closing issues, and how fast they fully open an order in the production system from the time the order is emailed to them. Northwest Title also uses Informer 5 to measure internal culture goals for their teams and leadership groups. Since Northwest Title did not have a dedicated business intelligence employee, it was important that Informer be easy to learn. Mackenzie Fennell previously worked as an Escrow Operations Specialist and Senior Marketing Specialist at Northwest Title. Fennell was a key person in managing the title production’s administrative platform and was very familiar with the datasets in the RamQuest system. As Northwest Title’s use of Informer 4 increased, she migrated to handling more report creation needs, and when Informer 5 proved to be so valuable with creating visualizations, she became the company’s Business Intelligence Manager due to the value it adds to the company. Fennell did not have a coding or technical background but was able to learn how to utilize Informer with her prior understanding of the production system they use as their primary Dataset. “A user of Informer needs to understand the data and what it means, prior to being able to build reports and visuals with it. I have had no formal training in computer science or databases, and I was able to learn how to make basic reports on my own without any real training from Informer,” commented Holfinger.
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