Case Study: Northwest Title achieves data-driven customer success and a 40% increase in 5-star reviews with Informer by Entrinsik

Northwest Title Utilizes RamQuest with Informer 5 to Visualize and Achieve Customer Success Goals

Northwest Title, a Central Ohio leader in residential, commercial and land development closings, needed a scalable, user-friendly way to visualize and track customer success and team performance. Existing reports from their production system (RamQuest) only provided high-level financial metrics and required time‑consuming Excel work, so the company couldn’t measure task-level response times or hold teams accountable — and they lacked a dedicated BI resource to fix it.

By implementing Informer 5 paired with RamQuest, Northwest Title built 50+ visualizations tied to its “Orange Standards” to track task completion times, transactional gaps, and internal culture goals; a non-technical staffer was able to become the company’s Business Intelligence Manager. The result: cleaner data, managers who make data-driven decisions, clearer objective tracking, and a measurable customer impact — including a more than 40% year-over-year increase in 5‑star reviews and fewer negative service complaints.

Northwest Title

Jonathan Holfinger

President