Online conveyancing portal SortRefer has said that its pilot test of teaming its internal customer service staff with its field based external sales team has built stronger relationships with introducers and improved service.

The firm decided to make major changes to further improve the effectiveness of its support for introducers. By teaming regional account managers out in the field with their in house telephone account manager partners, SortRefer was able to create broker specific two person teams, who together could provide an improved service for introducers.

Kevin Tunnicliffe, SortRefer’s chief executive, said: “Tinkering with a successful formula, can be a recipe for disaster. However, when we decided to look at ways to further improve our service, it seemed a logical move to offer introducers a way in which they had direct support from named individuals, at head office to field queries and also have them linked to a regional account manager, so there was a seamless delivery of quality service.

“New business enquiries have gone up and case queries are being dealt with even faster than before and introducers are delighted.”