Modern Law Magazine Issue 69

EDITORIAL
BOARD
Adrian Jaggard,
CEO, Taylor Rose MW
Bronwyn Townsend,
Senior Marketing Manager,
InfoTrack
Leading Client-Centric
Legal Innovation
Customer feedback is valuable and can be used to improve
your law firm cheaply and effectively. My advice is to keep
your strategy simple and execute fantastically through capture,
feedback, and accountability.
At Taylor Rose MW, we place a strong emphasis on welcoming
and actively seeking feedback from our clients. We firmly
believe that genuine feedback is essential for evaluating our
processes and service delivery. Feedback tells you where there
are individual cases or themes of dissatisfaction. These can be
because of poor performance, overburden, or even a failure to
adapt to changing client expectations.
When collecting feedback, it’s best to utilise various feedback
channels as offering multiple avenues to clients means that
we can cater to the preferences and needs of our clients,
ensuring that the feedback collected is accessible, convenient,
and inclusive. For instance, at Taylor Rose MW we use
multiple review platforms, a feedback widget on our website
and customer feedback surveys enabling us to listen to our
clients and make informed decisions and drive continuous
improvement.
To ensure that we effectively capture and respond to client
feedback, we have an empowered and award-winning client
care team who have the resources and passion to listen to
our clients’ voices. Client care will shine a spotlight on our
shortcomings if needed, engaging with legal services teams on
an equal footing. They challenge themselves to anticipate and
reflect LEO outcomes, monitoring all outcomes against theirs.
Feedback and agreed actions are followed through, process
management remains in Client Care and escalation occurs
whenever needed.
This team not only celebrates excellence but also works
diligently to implement necessary changes and redesign internal
processes to better serve our clients.
In summary, in today’s legal landscape, successful firms
understand the importance of listening to their clients and using
their feedback to drive meaningful improvements. By embracing
a culture of continuous feedback and improvement, we are able
to stay agile, responsive, and better equipped to meet the everchanging
needs of our clients.
Client experience in
conveyancing: getting it
right from the start
First impressions have a lasting impact, so getting client
interactions right from the start is essential. In conveyancing, the
way you onboard clients can considerably influence every step
of the client experience. The thing is, when you get the client
experience right, it usually improves the experience of your team
too.
Data from the new Digital Conveyancing Maturity Report 2024
revealed that an encouraging 76% of firms are now using digital
ID checks during client onboarding, but only 46% have digitised
their TA property information forms. The disconnect here can lead
to some friction in the onboarding process, especially as clients
expect more access to online services.
The report highlighted that technology use in the onboarding
process was on the up, but the progress was slower than
expected. Conveyancing saw a massive boost in digital
onboarding during the pandemic when it was the only way to
manage business as usual, but its momentum has tapered off
since 2022.
Firms have also mentioned client frustration around having to
supply information multiple times throughout the home moving
process. Sure, some of that can’t be resolved until centralised
ID checks are accepted for example, but there are other ways
to minimise how many times your client perceives they need to
provide information, without cutting corners.
If you’re already using digital ID checks or source of funds
verification, it just makes sense to digitise your client onboarding
questionnaires and TA forms too. Take that another step further
and bring all those key onboarding tasks into a single clientfriendly
portal. Not only will you be sending them one request
for information for everything you need in one place, but systems
like these can also take care of chasing onboarding information
with automated reminders.
Portals like these can also flag missing information and prevent
submission of forms or information before it’s completed,
meaning you don’t need to chase for missing details, and your
client can see what is required from them from the start.
Technology can go a long way to supporting the client experience
as well as reducing administrative burden on your staff. So,
if you’re part of the 20% of firms who still rely on post in the
onboarding process, there’s never been a better time to digitise
your client onboarding for a more enjoyable (and faster)
experience for all.
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