Client experience – the differentiator

Charlotte Parkinson of Modern Law Magazine, spoke to Dolores Evelyn, (pictured) Sales Director at Eclipse Legal Systems, about the way general insurers are pulling the client care rabbit out of the hat in their marketing messages this winter (especially for home insurance / motor claims). Does this, underpinned by the joint ventures between law firms to service claims more effectively, ramp up the pressure on the claimant PI lawyers to catch up and get their marketing budget clear?

Essentially, yes – it has never been more important for claimant lawyers to market themselves and their firms more effectively. And that ‘client service’ message, in particular, is key. I’ve seen some great examples recently from law firms who are expanding and succeeding – despite the challenging environment. This proves that despite the obstacles laid before claimant law firms, a smart commercial approach – teamed with time and effort to present a great ‘face’ to clients – can work wonders.

Recent examples include:

• Asons Solicitors in Bolton – now a 250-staff practice and looking to expand further into purpose-built premises with headroom for an additional 500 people.
• Michael Lewin Solicitors in Leeds – founded with 15 people and now fast approaching 150, spread across 4 Yorkshire locations.

What these firms – and others who continue to thrive – have in common is a focus on client service, communications that tell the client precisely what to expect, and transparency throughout the entire process.

These firms are underpinned by robust and scalable software solutions that not only provide lawyers with the right productivity tools, but also provide clients with the means to stay in touch and communicate 24/7/365.

Service, and the overall client experience, is the differentiator.