New Customer Service Approach at MarketLinx Provides Unparalleled Access and Efficiency for Clients
September 1, 2004, KNOXVILLE, Tenn.
MarketLinx Solutions™, a member of The First American Corporation (NYSE: FAF) family of companies and the leading provider of browser-based multiple listing service (MLS) systems to the residential real estate industry, today announced the implementation of an innovative Customer Satisfaction Initiative to promote improved communications with clients through customer care teams.
MarketLinx has reorganized its technical staff and customer service groups into customer care teams designed to meet the needs of its customers. The cross-disciplinary teams provide direct customer interface to the MarketLinx staff responsible for their account, increasing communication flow and providing rapid responses to customer needs.
Each customer care team consists of personnel dedicated to the needs of a small group of MarketLinx customers. Representatives from quality assurance, development and database programming will pair with a regional account manager (RAM) and a technical services representative (TSR) to ensure each client account is managed thoroughly and efficiently. The TSR will serve as the central point of contact for the customer and provide a direct link to MarketLinx developers and analysts, an unprecedented approach among MLS system providers.
“This bolstering of our service level is in recognition of the increasingly professional level of personnel within the client organizations,” said Doyal Hodge, president and chief executive officer of MarketLinx. “Moving to this team concept will improve technical communications with our clients, resulting in more efficient, effective and timely responses to their needs.”
Shawn Dauphine, MLS director for the Houston Association of REALTORS®, commented: “The inauguration of the customer care team—and, in particular the TSR service level—gives me the necessary direct link to the MarketLinx development group, allowing for rapid and concise communications in our ever-changing MLS environment.”
Current customers will be contacted directly and introduced to members of their MarketLinx customer care team. Prospective customers can learn more about MarketLinx services and products by contacting Jim Ross, national sales director, at (276) 629-7604.
MarketLinx began operating as a privately held company in 1996 and was acquired by The First American Corporation in September 2003. Headquartered in
About First American
The First American Corporation is a Fortune 500 company that traces its history to 1889. As the nation’s largest data provider, the company supplies businesses and consumers with information resources in connection with the major economic events of people’s lives, such as getting a job; renting an apartment; buying a car, house, boat or airplane; securing a mortgage; opening or buying a business; and planning for retirement. The First American Family of Companies, many of which command leading market share positions in their respective industries, operate within six primary business segments, including: Title Insurance and Services, Specialty Insurance, Mortgage Information, Property Information, Credit Information and Screening Information. With revenues of $6.21 billion in 2003, First American has 29,000 employees in approximately 1,800 offices throughout the