REVIEWER: Sam F. Maguire, Jr. Esq., Law Offices of Sam Maguire Jr., P.C.

BACKGROUND: Sam Maguire formed The Law Offices of Sam Maguire, Jr., P.C. to service commercial and residential title and closing work. He opened several other companies to include Augusta Title, Atlanta Signature and Pinecrest Premier Title Insurance Company that service the states of Georgia, Florida and Utah.

PLATFORMS: KnowledgeSync from Vineyardsoft is presently running in a Windows 2003 environment and is accessed remotely via terminal server for maintenance and configuration.

PROBLEM SOLVED: In sales and marketing, our organization needed a way to leverage data in our customer relationship management system (Sage SalesLogix) to attract and maintain repeat business. In customer service, we needed a way to communicate with our customers in a more efficient, automated way. These communications needed to be highly customized for individual clients and we needed to supply them with reports, reminders and check lists necessary for upcoming closings without adding additional employees. We also needed a real-time monitor to compare new client data to a list published by the federal government and national title companies to identify clients who may subject our company to undue risks. And lastly, we needed a way to change the work habits of our clients so that they are responsive to our business requirements and cannot blame (or fire) us because of missed deadlines, missed actions or missed information.

PRODUCT FUNCTIONALITY: We use KnowledgeSync to watch for and respond to business conditions that affect our ability to serve our clients – such as requiring information on missing plat surveys, termite inspections, house keys, subordinations calendars and other necessary documents. We use KnowledgeSync to send high-level overviews of the information we require (typically in HTML, Microsoft Word document and PDF format), and then we also use KnowledgeSync to trigger detail-level workflow that processes the information we receive. In both cases, KnowledgeSync allows our clients to see the communications coming from our office.

STRENGTHS: For us, they key KnowledgeSync strength is its ability to execute highly flexible and triggered alerts, reports, workflows that are specific to our clients. This makes our company appear more responsive, more personal and sincerely involved in the success of the relationships with our clients.

WEAKNESS: Specialized KnowledgeSync events require customization. You must hire a vendor who is very familiar with KnowledgeSync, or else you will end up buying a Ferrari (KnowledgeSync) thinking that the local gas station will be able to help with its performance and tuning. For highly customized business monitoring and response, KnowledgeSync is not a turnkey or out of-the-box solution.

SELECTION: Our CRM software vendor listed KnowledgeSync as the preferred solution for integration, and they were right.

DELIVERABLES: With KnowledgeSync, we automatically trigger workflow requests and status reports for vendors that provide signing services, termite letters, surveys and municipal tax info on a daily basis. KnowledgeSync also delivers workflow requests and reports for internal staff and ensures that no one drops the ball. Our alerts include reminders about everything from scheduled meetings and appointments to customers’ birthdays and anniversaries. We use KnowledgeSync to reconnect customers with each other on the anniversary of key dates, such as property closings, and our alerts deliver needed documentation prior to meetings and closings. And KnowledgeSync sends data validation confirmations to clients as we index and file their details. We also use KnowledgeSync for the delivery of surveys and audits after a client’s closing for feedback and an evaluation of our service. We use KnowledgeSync to send thank-you letters at closings - including links to Federal Express shipping details, proving that we lived up to our promises.

VENDOR SUPPORT: Vineyardsoft works hand-in-hand with the vendor to make certain any and all questions or upgrades are implemented well.

DOCUMENTATION: The documentation is extensive and easy to understand, but you still must use someone who is experienced with KnowledgeSync to get all the benefits. In our implementation, we have a very highly customized solution, and it is not being managed by a software neophyte.

KnowledgeSync Alerts & Workflow

Vineyardsoft Corporation

209 Hines Point Rd.

Vineyard Haven, MA 02568

800-850-8055

www.vineyardsoft.com

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