Case Study: Land Title Guarantee Company cuts agent response time by half with Zoho Desk

Zoho Desk helps LTGC manage exponential growth in the tickets volume while cutting down agent response time by half.

Land Title Guarantee Company (LTGC), a large Colorado-based title insurance agency, faced significant challenges managing customer communications. They were relying on unstructured group email accounts, which made it difficult to track assignments, collaborate internally, and prioritize a high volume of tickets from customers and employees. This system became increasingly unmanageable as the company grew, creating a need for a dedicated solution to improve visibility and accountability.

By implementing Zoho Desk, LTGC automated ticket assignments and gained clear visibility into agent responsibilities. The platform provided tools for internal collaboration, priority classification, and granular performance reporting. As a result, Zoho Desk helped the company cut its average agent response time from seven hours down to three, enabling data-driven decisions and more efficient handling of complex customer relationships.

Land Title Guarantee Company

Jim Francis

Systems Manager