Building Visual KPI Dashboards with Claude AI for Title Companies | Ep 98

In a world where change is the only constant, Mo Choumil stands at the forefront, guiding title professionals to not just grow their businesses, but to master the art of innovation. With every episode, you're handed the keys to unlock unparalleled growth and stay ahead of the curve. Get ready for a transformative journey. Hello everyone, and welcome to another episode of the Title Agents Podcast. I am your host, Mo Choumil, CEO of Alltech National Title.

Today I have our frequent guest, Hope Orumuyani, COO of Alltech National Title. Welcome, Hope. Hi again. Again, this is another segment of the AI Corner, and The last episode we did a high-level introduction to Claude team, and today we want to kind of dig a little deeper and just really what you're— how you're rolling it out for you and for your team. Yep.

And I'm so excited about what we've built so far. Again, first, high level, you got to break it into chunks. What are you trying to build for? So I first broke it out into 3 dashboards, and then I started with the first one. The first one is Metrics.

I want to measure certain metrics on a fun visual dashboard versus an Excel, because when you send an Excel to your state managers, they gloss over it. It's like there's so much going on, just like P&L. So I wanna make it friendly. I wanna make it visual. I wanna make it colorful.

So that's exactly what I prompted Claude. I, I opened up, you know, either one of these projects, AI company rollout, and I said, this is what I want, specific as possible. Okay. With the, can you walk through a process? I mean, the, It's a play role, role play.

Role play. So let's do it. So I opened up the AI company-wide rollout and I said, hey, I want to build a colorful, visual, fun scorecard that comes, that automatically goes out monthly to my state managers. And it includes these metrics. Uh, I, for the DMV, I want to measure this.

For Pennsylvania, I want to measure this. What are you, what are you measuring? What's, uh, keep, uh, like the key metrics you're keeping eye on? Okay. Overview of the high-level KPIs that I measure is total open, total closed, and this is monthly.

I, I just broke it down into monthly. Um, so I have monthly scorecards. So total opened, total closed, the closing ratios, the total revenue, the error rate, the email response times, and the phone analytics. So these are the main ones that I'm tracking. Email response times.

What, what, what is that? I know, and it's so hard to, to find something that works with Microsoft, but We have certain analytics that you're able to get averages, and that's what we want to see is averages per region. And then you can kind of go into deeper and do individual analytics, but we just started this within 30 days and it's exciting to kind of see those metrics that we've never been able to before. So that's what I think. We'll focus on one of, one of our initial goals is like, there are lovers, there are haters.

I think there are more haters of AI or kind of, uh, than, uh, the positive about AI. One of the, the, our goal is literally to free up our team so we can have more meaningful conversations and time to talk to clients and deliver great customer service. That was the highest goal in mind. One of the biggest complaints, at least in our area, our region, nobody wants to talk on the phone. And we, so we're like, hey, when we start measuring phone calls, can you talk about that?

Yeah. Yeah. I mean, luckily we have a service. Most people do. The service will give you analytics.

But I didn't even know it was there. And all you have to do is ask and start measuring it. So what do we have for a service? We use RingCentral. Which is a big platform, big phone, uh, voice over IP platform we've had for a while.

Yep. And they have AI and you can create AI receptionists and all that fun stuff. So they are with the times, they're adjusting, which is great. It goes and molds right into what we're trying to build. So all I did was ask.

They showed me where the analytics were. I downloaded that Excel. I downloaded the reports I had from monthly opened and closed and all that stuff. I uploaded it to the channel right through here, and I said, this is what I want. Build a dashboard based off this data, as you can see right here.

And then all it did was push something out beautiful, and I've just been refining it and retuning it to what I want to see every month. I'm glad to hear exactly how you're doing it, and I can definitely save you even more time. Without having to download anything, just connect the APIs and all that stuff. I know. Again, you're working, you're learning, and that's why you have to have somebody like Mo and I.

I learn stuff every time I meet with you. But that, so mine's more manual. It's saving time. Don't get me wrong. Way much.

I was spending hours on going through all the reporting and email and coaching opportunities. Now, you know, AI will give you the coaching opportunities and review the data and give me the dashboard. And it's fun. But now my next step is to automate that process so I don't have to manually feed those monthly reports every month. But it's a good, truly a good painful process to learn it and understand how things flow so you can evolve.

Like literally the last couple months and I've been immersed, as you know, like sometimes 15, 16 hours a day. Yeah. Just like how long it's going to learn it and just soak in everything again. And then you get better and better and better and better. But early on, it's It's good to go through that painful process, connect this stuff yourself, but it can definitely shrink even more for you since things are automated.

Yes. Yeah. So that's my next step is to automate it, but we've got the data and let's kind of go through what that mock dashboard would look like. This is not our company. We're just fictional numbers, fictional names.

So, good. Demo data only. Yep. This is a test example. Um, but as you can see, it's got high colors because I prompted it, please use Alltech colors.

So it'll do that, the colors, and then it gives me an overview. And I, I ask for tabs because I don't like it all. I like my COO overview, and then I broke it into tabs because that's what I like to see. If you want it all on one page, great. So this is the overview.

And then as you can see, it breaks into regions because that's the opportunities and the conversations you have to have. So it does the monthly open, the close, your closing ratio, the standard's 85%. You can even add standard buckets like right next to it. Whatever you wanna see, keep refining and retuning it every month and it'll adjust with you. Uh, we've got total revenue, total errors, and then it gives you like, I, I'm also starting to track open tasks too.

So I'm able to download data on incomplete tasks in the system that we use in Qualia, and then I'm able to kind of get that average per region as well. So it's a lot of the fun stuff I keep tracking. But as you can see, we go down, we've got our phone analytics per region, which is great. It shows you the missed, Or the percent of calls answered. And then you go down here, we have branch scorecards of their metrics that I'm measuring.

And then you can even break it down into individual records or users. So this is one of the scorecards or KPIs we're going to keep on an ongoing basis is the calls, because it's very important. Real— some— I know everybody wants to automate and nobody wants to talk to people, but some people want to talk to people, some realtors or some Elderly. So we really kind of accommodate everybody, not just to— if you want to automate, want to chat, that's fantastic. But if you want to talk to us, we got to talk to them.

That's why we're kind of keeping, holding people accountable, the ones that are slacking, or not say slacking, or kind of have a higher missed call rate. Like, hey, how can we work with them and how can we help them solve that problem? Yeah. And that's the entire importance of this is What would have taken me hours to build something like this? Not hours.

It's days. It is not hours, weeks or months. And if you don't have the right engineers to help you. Yes. And you and I have been asking for colorful, fun dashboards for years.

And then Claude came out and we just jumped on the bandwagon. And now I've been able to get this out in minutes. To Fidelity, First American, this seems comical because they have But to an independent title agency, like the, you all understand our pain. Like the, we had consultants in the past and there's so much incompetence in this world. I hate to say this, but like consultancy world, I don't mean to offend those of you that are consulting, but it's so much incompetence.

A few people that are amazing, but just so hard. And the ones that are really, really good, it's very hard to get in their time or kind of even work with you. Yeah. Yeah. So we were able to build this out in minutes.

A high time and a half. And now I'm able to have those conversations. Like before, it would take me years or whatever months to get this information, and then the conversations just kept getting put on the back burner. Now I've got the data every month. I gotta automate it.

Once I automate it, then I'll be able to kind of send these scorecards out to each region automatically through emails. Like, hey, it's May 1st. Here's your escrow scorecard. Let's set up a call with Hope this week to go over coaching opportunities. And that's kind of what I want to build and want to move toward.

But now I've got the data to have those difficult or positive conversations. Yeah, for me personally, because I'm a visual person, like you have to treat me like a 5th grader. I'm very high ADHD, like bullet points, visual numbers. That's how I see things. And I've been asking for this for years and finally kind of have visibility.

When you can see stuff, you can It can measure and we can measure and they can manage it. Yes. And a lot of, I mean, visual psychologically, color coding. If you have red, you know red's bad, right? So when you have errors in the red and you can, you can swap the, uh, the chat or the Claude or whatever the dashboard to be green is good, yellow cautionary, red is bad.

So then you know who is your priority and who do you have to now have those conversations with ASAP. So that's kind of cool. But yeah, it's a, it's a work in progress. So yeah, we get the metrics, uh, About production and closing ratio errors. Then you went to the phone, kind of the phone logs and missed calls and picked up calls, I guess, right?

Hypothetically, we want to automate everything, right? We want— I don't want to have this data just for me. I want to share it to my other teams as well. So these are the branch scorecards. And as I said, you could break it down like this would be their individual scorecard for the Northeast or for a specific state.

So our next step is to kind of automate that through email and just have it automatically sent out every month with the data. Updating. So that's our next step, but they would— you will help me with that. But they would get their own scorecard and then they would know it's like a waterfall effect or a funnel, if you will. I have the information, I have my conversations with my director of force.

Then they get their information, they have a conversation with their department heads, and the department heads will have their information for their departments, and they have a conversation with their employees. So that's what you want. So everybody is constantly improving. But now the data's here and so they can refine it, retune it. They can have their own dashboard.

Um, but at least we built the framework for it. Now we just need to refine it, retune it, and automate it. I wonder if there's a Sarah Chen in the title industry. Is there what? The fictional name we picked up.

Oh yeah. Look, I have automated some of it, but it's still a manual procedure, you know, like I, we use Microsoft Outlook. I do wanna use that, but I have to use Power Automate because not a lot of the things we'd have to webhook it in and pay for something. But Power Automate's for free within Microsoft Outlook. I was able to create a full flow.

As you can see, I manage flows. They do automatically go out, but I still have to feed that data. I have to download it from Qualia, download it from RingCentral, and then feed that data to my Claude, and then Claude will take it from there. So there is still some manual process, but that's why I'm gonna get with Mo. And we're going to automate everything so that I can work on the next dashboard, the next automation, and the next problem.

So what's next on the dashboard? What else are you measuring? Uh, I'm also measuring high level is, uh, this is also a, uh, sample training data, but the most, you know, the fun thing about being a title company owner or COO is the compliance and legal, right? That's so fun. So what I've done is I have an Excel spreadsheet.

We're national. It's a lot that you have to track for compliance purposes. So what I did is I was like, you know what? I wanna make this fun. I wanna make this a visual, you know, not an Excel spreadsheet, but a dashboard.

So I did the same thing. I went to my Claude, I went to my compliance and legal project, and then I fed the same data. I was like, hey, here's my Excel spreadsheet that I'm currently tracking. Yikes. Can we make it look prettier, more fun, more colorful?

Now this is just a draft that I just started like a week ago. So again, you're gonna find it too. Yeah, it's pretty, uh, you can, uh, you can create alerts or, uh, set up, uh, routines. Automations. Yeah.

Automation. Yes. Yes. And I love it. So now I've got it here and I can do overdue only.

I can switch tabs. Would have taken me hours or days with an Excel spreadsheet cuz I'm not Excel expert at all. And now I just have Claude just spit it out for me and I'm like, you know what? I don't wanna see this. I just wanna see what's due in the 30 days.

Great. Then you can automate it and send a daily digest to yourself every morning on what to do with the impairments, right? So again, I'm just making it a lot simpler to follow along for all the state data calls, AVA filings, whatever. You get it. But how do you make something that's not so fun a little more fun and memorable?

That's awesome. Anything else you want to add as far as dashboards is concerned, like high-level dashboards? And again, it can get deeper in the weeds and Refine it. Yeah. Different divisions, different, uh, positions, different roles.

Yeah. I mean, the next thing I wanna work on is I have, I wanna do individual like escrow officer scorecards and I wanna change the metrics for them. Um, task completion, also add in the phone analytics, email response times, client CSAT scores, customer satisfaction scores. All of that's trackable, I think, with Qualia and email and stuff. So.

I want to get, I have the overview, right, from the state managers and the regions, but I want to automate for the, for the lower down, the other departments too. So that's my next goal is to kind of get those high-level dashboards, scorecards, if you will, just to kind of show you, hey, you're doing great this month. And it's not negative. It's showing them areas for improvement to be the best version of themselves. That's awesome.

Well, uh, thank you so much. I can't wait for our next AI Corner episode to see what you have been working on. Awesome. I'm excited. Bye.

In a world where change is the only constant, Mo Choumil stands at the forefront, guiding title professionals to not just grow their businesses, but to master the art of innovation. With every episode, you're handed the keys to unlock unparalleled growth and stay ahead of the curve. Get ready for a transformative journey. Thank you so much for joining us today. Thank you.

And we hope you enjoyed this informative journey.