Modern Law Magazine Issue 69

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WILLS & PROBATE How can businesses effectively gather and utilise customer feedback to continuously improve their products or services, ensuring they remain responsive to evolving client needs and preferences? It is extremely important to remain in continual dialogue with customers and to obtain and review feedback wherever possible. At Ochresoft, we employ a range of methods, such as Customer Service surveys and face-to-face meetings, to assist us in gathering feedback. We work collaboratively with our colleagues and customers to fully explore all feedback and comments. I find it particularly interesting when we disappear down a rabbit hole in considering customer feedback and emerge with ideas and suggestions that can exceed our customers’ initial expectations. Every item of customer feedback holds value, so it is important to ensure providing feedback is easy and convenient for customers, to remove any barriers to communication. We strive to involve our customers in new enhancements and product developments, offering pre-release demonstrations and first-analysis experiences, so they can be involved in shaping our future features and products with their interactions and feedback. How do you ensure accessibility and user-friendliness for clients who may not be familiar with legal terminology or technology? We have clearly seen a move towards reducing and removing legalese from legal services. The complexity of some legal terminology had acted as a blocker to consumers seeking legal services, of which they were, at times, desperately in need. In line with this, we place considerable focus on simplifying the language we use in client facing letters and documents, which form our extensive Intelliworks legal library. The legal library also holds a wide range of client-specific guides and explanatory documents, which break down the private client process and explain requirements and options in those steps. As has been highlighted in connection with the <strong>Law</strong> Commission’s consultation on reforming the Wills Act 1837 to enable electronic wills, not all consumers have access to or wish to use technology as part of their instructions. It is important, as a legal software provider, that we continue to support accessibility for all, by maintaining workflows that facilitate both electronic and paper processes. “Every item of customer feedback holds value, so it is important to ensure providing feedback is easy and convenient for customers, to remove any barriers to communication.” 50
WILLS & PROBATE “Software with the correct focus and integrated level of legal and compliance detail significantly enhances and supports the onboarding experience for new clients.” Can you describe how software enhances the client intake process, including the collection of essential information and documentation? Software with the correct focus and integrated level of legal and compliance detail significantly enhances and supports the onboarding experience for new clients. Starting client communications on the right foot is essential for cultivating strong, lasting client relationships. The client’s initial experiences of the onboarding process must be efficient yet bespoke, instilling confidence in the legal service provider. A workflow software solution must work with a legal practitioner intuitively, enabling the gathering and input of key information for an instruction, which will enable the workflow to present and produce documents, letters and tasks, all tailored to that matter. It is also important to partner with a maintained and fully supported workflow software package, so the legal practitioner can benefit from seamless document updates and workflow task enhancements, which may be required in responses to changes in best practice and legislation. A detailed, structured software product enables the practitioner to target resources effectively, supported by a comprehensive portfolio of documents, tasks and reminders to ensure a smooth and thorough client onboarding experience. How does technology platform personalise the client journey to accommodate varying needs and preferences, such as differing levels of involvement or communication preferences? Technology and software designed for the legal sector must provide flexibility and be able to accommodate updated and amended instructions. There will also be elements of every matter bespoke to particular clients, so it is important the chosen software partner can provide access to key data areas and communication preferences quickly and easily. For example, in a matter with multiple instructing personal representatives, they may wish, if appropriate, to nominate a lead representative to receive primary communications. This preference should be easy to record and automatically implement with the software provider, then quick to review and amend as required. “The client’s initial experiences of the onboarding process must be efficient yet bespoke, instilling confidence in the legal service provider.” 51
Page 1 and 2: Issue 69 ISSN 2976-9396 THE BUSINES
Page 3 and 4: Law is a people business. Making su
Page 5 and 6: CONTENTS IN-DEPTH 26 Breaking barri
Page 7 and 8: INTERVIEWS Richard Burcher is a for
Page 9 and 10: INTERVIEWS How do you balance the i
Page 11 and 12: INTERVIEWS As the founder of the La
Page 13 and 14: INTERVIEWS “Growing talent from w
Page 15 and 16: INSIGHT Succession Planning: The Er
Page 17 and 18: Mixing it up How do you recommend c
Page 19: EDITORIAL BOARD Mark Holt COO, Fren
Page 22 and 23: Enjoy a career without limits, earn
Page 24 and 25: Powering smoother cases with Ochres
Page 26 and 27: BREAKING BARRIERS: THE LEGAL LYNK
Page 28 and 29: IN-DEPTH TO JUSTICE For the few but
Page 30 and 31: THE PEOPLE’S CONFERENCE: Modern L
Page 32 and 33: Following a morning of in-depth bus
Page 34 and 35: EVERYTHING YOU NEED TO RUN YOUR LEG
Page 36 and 37: LEGAL TECH TALK Bradley Collins, CE
Page 38 and 39: LEGAL TECH TALK Interview with Mary
Page 40 and 41: AWARDS Vogue, Strike a pose The 202
Page 42 and 43: AWARDS Modern Law Awards 2024 42
Page 44 and 45: AWARDS Modern Law Awards 2024 Law F
Page 46 and 47: Effortless practice management Gain
Page 48 and 49: We all agree it’s time to call ti
Page 52 and 53: Leveraging the power of upfront inf
Page 54 and 55: 10 MINS WITH Minutes With... Daniel
Page 56: Send contract packs direct to the o

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