"In order for us to be able to send [customers] wire instructions, or even their documents that they want to sign, or copies of their signed documents — being able to send it securely through a regular email platform like Gmail is easy.”
Karla Rowe
Sr. Manager of HR
Title Forward is a subsidiary of Redfin, operating as part of Redfin's "one-stop shop" model alongside other subsidiaries like Bay Equity for mortgages and Rent.com for rentals. While working closely with Redfin's brokerage division, it needed a way to securely share sensitive closing documents with clients who varied widely in technical ability. They needed a solution that would enable them to serve all customers effectively, which is how they found Virtru.
With Virtru, Title Forward can:
Title Forward's business revolves around the exchange of sensitive real estate closing documents containing personal and financial information. The company has an established client portal through their closing platform, which works well for many clients, but not for everyone.
"Some customers are high-tech, and they have no problem creating an account in [our system] and logging on," explains Karla Rowe, Sr. Manager of HR at Title Forward. "But, sometimes, we have customers who can't navigate that process. They're no less of a customer to us."
This diversity in client technical abilities created a challenge: How could Title Forward maintain strong data protection standards while accommodating clients outside of the platform? The company needed an easy-to-use solution that would enable their closing team to securely share documents with all clients, regardless of technical proficiency. Virtru offered a simple, quick solution — which has delivered lasting results.
"Whenever we have a client who doesn't want to go into our platform is when we really use our Virtru feature," said Rowe. “We have clients that don't want to sign in and log in and go through the whole process of going into that platform. They want to just send an email. And in order for us to be able to send them wire instructions, or even their documents that they want to sign, or copies of their signed documents — being able to send it securely through a regular email platform like Gmail is easy.”
"It allows Title Forward to truly service individual needs of customers," explains Rowe. This customer-centric approach aligns with Title Forward's commitment to providing excellent service to all clients.
After researching several options, Title Forward's legal counsel identified Virtru email encryption as an easy-to-use, secure file sharing solution to address their secure communication needs. Virtru offers encryption that integrates directly with Title Forward’s existing email platform, Gmail, providing a familiar interface for both employees and clients. Clients can access Virtru-protected emails and files without creating any new accounts or passwords, or installing any software. They just open the email using their existing credentials.
This provides reassurance that clients’ private financial information is being handled securely. “It does bring comfort to the client externally when they're receiving their vital information through a secured email,” said Michael Mineros, Title Operations Manager at Title Forward. “When they see the Virtru logo, they realize it's not not being compromised. So I think that's another big piece of it.”
“We also use Virtru when we're sending out wire instructions,” he continued. “Whenever we're sending out our information for the company, and when we're sending out the client's information, that's when we really use it.”
“I think the best part for us is the simplicity plus the security that you get for all of the people using it, whether receiving or sending,” Mineros said. “It’s peace of mind.”
This layer of security supports Title Forward’s compliance with various regulatory requirements, like the Texas Department of Insurance. Virtru provides encryption, data control, and an audit trail for secure data exchanges, making reporting simple.
Title Forward continues to use Virtru as a key component of their secure communication strategy. By implementing Virtru, Title Forward demonstrates their commitment to both security and customer service — recognizing that the best technology solutions are those that adapt to human needs, rather than forcing humans to adapt to rigid processes.
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