How Wagon Wheel Title Automated Client Communications and Increased Client Satisfaction

About

Founded in 2006, [Wagon Wheel Title](https://wagonwheeltitle.com/) is a full-service boutique title and real estate settlement provider headquartered in Nashville, Tennessee. They conduct residential and commercial transactions with the goal of making the closing process as easy as possible for everyone involved. In order to provide a superior closing experience for their clients, the Wagon Wheel Title team decided they needed to modernize their tech stack. They realized that improvements to their internal operations would equip their 35 employees to work remotely, onboard quickly, and streamline workflows with automations and artificial intelligence (AI). Wagon Wheel Title chose Qualia as their technology partner in 2019 to meet their company goals.

Challenge

**Opportunities to Improve Employee Productivity** Angie Lawless, Owner and Attorney at Wagon Wheel Title, said “I suspected that we needed a better way for our people to work—with more flexibility and the ability to work remotely. Until we saw a demo of Qualia, I didn’t realize all the shortcomings of SoftPro.” Lawless continued, “Once we saw Qualia, I understood that SoftPro actually decreased the willingness of our people to work, because SoftPro’s interface is more like a backend or software developer experience, rather than a user-friendly interface like Qualia. Even the newer versions of SoftPro that I’ve seen since we switched look and feel less intuitive than Qualia.”

**Disconnected Systems Slowed Down Communication with Clients** “Before Qualia, we had a program for 1099s, a program for document storage, and software to generate checks. With Qualia, our team works all in one system and finds information without switching between programs. It’s less error-prone, more efficient, and more secure,” said Lawless. She went on, “One thing that we were constantly getting questions from clients about was whether or not they should have received their wire,” Lawless explained. Clients wanted faster responses from Wagon Wheel Title employees about the status of wires. Without a unified closing platform, they were not able to respond to clients quickly enough. **Security Concerns Around Evolving Wire Fraud Threats** Lawless was also concerned about the security of transactions, saying, “In today’s climate, investing in the right software is a lot cheaper than being hit with fraud.” Technology that would support their goal of conducting real estate transactions securely in the face of evolving wire fraud threats was a top priority.

Solution

**Onboarding and Support Resources for a Successful Transition** Once the Wagon Wheel Title team saw a live demo of Qualia, they decided it was time to make the transition. Lawless acknowledged the change management required, saying, “When you’re doing anything disruptive, like switching software, nothing is going to be completely smooth. But switching to Qualia is definitely a decision that I would make again and again.”

Lawless also commented on their employees’ experience onboarding to Qualia and working with Qualia’s Customer Support, saying, “It’s been great. My Chief Operating Officer says our team gets fast support when they need help solving an issue.” **Easy-to-Use and Cloud-Based Software Increased Productivity** Once they switched to Qualia’s cloud-based system, Wagon Wheel Title employees were able to work from anywhere. “The big thing that really made us take a look at Qualia was the ability to work remotely. I was not at my desk all the time, so that was big for me, and our people really just needed more flexibility,” said Lawless. “Little did we know at the time that the pandemic was just around the corner.” New Wagon Wheel Title employees onboarded more quickly than with their previous TPS. “There’s a lot of productivity that we gained for our people, thanks to Qualia’s user-friendly interface. A more intuitive system makes it easier for our people to do the right thing in their workflows,” said Lawless. “Our team was able to immediately benefit from Smart Task automations and collect information from clients automatically. Qualia is much more nimble, much easier to use than SoftPro,” she went on. “Qualia makes it easy to train new employees, especially ones that are new to the title industry.”

**One Complete System and Automated Communications Boosted Client Satisfaction** By implementing a modern TPS and consolidating systems from four to one, Wagon Wheel Title sped up response times to their clients. “Not having many different software programs allows us to give clients a faster response time, and it helps us to be more uniform in our responses, with AI and automations in Connect,” said Lawless. “Now we have an automation where, when the wire has gone out, Qualia automatically sends a message to the client saying your deal's closed.” Lawless went on, “The biggest weakness in the title industry is truly a lack of communication. I’ve realized that by making communication a strength, you can make that your most profitable and most marketable asset.”

**A Secure Client Portal Brought Peace of Mind to Clients** While Wagon Wheel Title chose to switch to Qualia Core in 2019, in 2023 they also introduced Qualia Connect, a secure client communication portal. “Being able to use Qualia Connect, and to communicate with clients that we will never send wire instructions outside of the secure portal, is huge,” said Lawless. For Wagon Wheel Title, an added benefit of Qualia was its marketability to clients. “Now I’m able to market to clients that we’re using software that runs on the same platform [Amazon Web Services] as the Department of Defense,” said Lawless.

Results

By partnering with Qualia, Wagon Wheel Title dramatically improved their operational efficiency and client communication, cutting response times and enhancing security measures. Employees experienced increased productivity and flexibility, while clients benefited from faster, automated responses. The switch also provided robust onboarding support and a user-friendly interface that facilitated quicker training for new employees. Overall, Wagon Wheel Title successfully modernized its processes, ensuring a seamless and secure closing experience for both clients and employees.