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Cost and Process Improvement for Title and Escrow


Faced with ongoing staffing shortages, rising wages, and runaway healthcare costs, Hawaii’s leading transportation and logistics company needed a fresh approach for its back-office processes. Connext worked closely with the client to develop a solution that resulted in significantly improved service levels and lower costs.


The transportation and logistics industry is highly competitive and requires multiple touches for each shipment to include coordination with shippers, ground freight, ocean freight, ports at both ends, and delivery to the end customer. Process efficiency is critical to control costs and meet client expectations for service.

In this situation, the local staff was doing an excellent job with physical movements and deliveries; however, they were consistently falling behind in the preparation and transmittal of invoices to their customers. In Hawaii’s labor market, this challenge could not be solved by simply attempting to add another person.


Working closely with both client executives and managers, Connext and the client teams developed and implemented an effective solution that relied on local process improvements, better data management, and direct communication from the Connext team to the end customers.


This solution resulted in consistently faster and more accurate invoices while simultaneously improving response time for inquiries from new and existing customers. Connext’s client also realized an approximate 50% savings in labor costs relative to their previous experience.

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