Owner Communications And Support

Treating Royalty Owners Like Royalty

To schedule a free consultation, please call (303) 463-8799 or fill out our contact form.

Owner communications and support can be one of the trickiest aspects of division order management!

To provide excellent customer service, you need to have experience and expertise, and also the ability to quickly respond to phone calls, e-mails, and letters.

While owner communications and support might seem like nothing more than answering simple questions and providing information, in practice, it can extend far beyond that. Every interaction with an owner could potentially involve complicated well ownership histories, legal requirements, and financial issues.

Below are some of the reasons that communicating with owners can be particularly challenging.

Owners Have Different Levels Of Oil And Gas Knowledge
Some owners understand division orders, decimal interest, revenue, and deductions, while others might not even know why they received a royalty check. We can explain simple concepts in easy-to-understand terms, without oversimplifying or inadvertently giving legal advice.

A Simple Question Can Lead To Considerable Research
A question from an owner, such as “Why is my check less than it was?” or “Why haven’t I been paid?” could require extensive research and follow-up communication. Our staff have the knowledge to answer a wide range of questions immediately, and, as importantly, the ability to know where to go to find the information they need if it is not readily available.

Ownership Changes Can Be Complicated
After a death, divorce, sale, trust change, or transfer of property, ownership changes can complicate division orders. We can answer owners’ questions and steer them through the process of providing us with the paperwork and supporting documents that we need to make changes to ownership records and/or release suspended funds.

Talking About Money Is Sensitive
When owners believe that they have been underpaid or are questioning why they haven’t been paid, the conversation can become tense. We handle these conversations graciously, do the needed research, and explain what happened in a professional manner.

One Owner’s Question Can Uncover A Larger Issue
Sometimes, one owner’s question can uncover an issue that affects multiple owners (such as an incorrect decimal interest, title issue, or unprocessed transfer). Once we discover this, we work quickly to resolve the issue and correct it for all of the owners that are impacted.

Owners Expect Quick Answers
Most owners expect quick answers. Sometimes, we can provide that. Other times, though, we might need to review title documents, probate records, ownership decks, or revenue history to provide an accurate answer. If we need time to research an owner’s question or issue, we convey that to them and give them a realistic timeframe for when to expect our follow-up and/or a resolution.

Large Volume Can Lead To Big Problems
A small number of owner inquiries might be manageable, but when they start to pile up over the course of a day, week, month, or certain time of the year, they can overwhelm an in-house division order employee or team. When this happens, the level of customer service can quickly become uneven, with longer response times and more unresolved issues that linger. We have the qualified team members, standardized processes, and tracking systems to handle large workloads.

Let’s Talk
If you have been managing all of your division orders and accounting internally and are considering an outsourced back office solution, let’s talk!

We offer a full range of division order services, including: well services, title services, revenue accounting services, and tax accounting services. We are SOC compliant, and we can customize our back office support to your exact needs!

For more information about the owner relations and communications support that we provide, or to schedule a free consultation, call (303) 463-8799 or fill out our contact form.

ExTex Division Order Services, LLC is located in the Denver metro area (in Golden, Colorado), and we provide back office outsourcing services for oil and gas companies across the U.S. and Canada. In addition to division order services, we also offer a full range of back office administrative services for oil and gas companies, including: title services, well services, revenue accounting services, and tax accounting services.

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“The outcome of switching to ExTex was better customer service and lower costs for the company.”

Bill C, VP of Marketing, Oklahoma

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