With customer care at the forefront of their minds, making it easier for clients to pay for legal services has transformed the business.
Prior to Covid-19, the team at RG Law didn’t think it was possible to do conveyancing from home. Overnight this changed. “We’ve been operating remotely since the crisis began. Two staff members alternate going into the office and the rest of the team works from home. We’re more paperless than we’ve ever been,” explains Karen.
RG Law continues to be very busy. Every day they receive more requests from prospective clients, and this presents Karen and the team with their biggest challenge: how do you continue to deliver an excellent client service with only two staff members to manage operations?
“We’ve had a great transition to operating remotely and we simply would not have had this good of an outcome if we didn’t have Legl’s tools. During this crisis all of the administration-related client payments have fallen to myself and one other staff member. This period would have been a lot harder if we didn’t have the right technology.”
RG Law is a successful, independently owned firm of solicitors in England, specialising in conveyancing for residential properties, probate, wills, and estate administration. With offices in Sidcup & York, it is in prime locations to provide its clients with a level of service that is second to none across England and Wales.
Conveyancing, Wills and Probate
RG Law specialises in conveyancing, and despite lockdown, saw a number of new client requests come through their website. “We now rely more heavily on our website to generate quotes for prospective clients, and we rely heavily on Legl to get paid and maintain cash flow.”
Every quote RG Law generates is accompanied by a Legl payment link for clients to pay money on account.
And it’s not just the ease of use of the system, it’s the documentation which enables RG Law to run their processes smoothly during these challenging times. Legl’s technology has had a wider impact on RG Law.
“It has changed some of our processes, especially chasing client payments. For example, I sent a chaser email to a client including their Legl payment link nudging them to pay money on account (and explaining that until they’ve done so they haven’t instructed us). And without any other comms or chasing, the new client paid us over the weekend simply by clicking the ‘Pay now’ button.”
One of the biggest surprises for Karen throughout this process is just how easy it is. “Before Covid I was the one who helped set up Legl’s online payments tool – I could clearly see the value – but I had my doubts on how easy it would be to use. I have to confess, I thought I was too old to learn to use new technology! I was so wrong! It is so easy to use! When you’re running your team at reduced staff numbers, having easy-to-use tools is key to operating remotely and without additional hassle.“
The biggest success of this process has been how the team has adapted. “We are all working remotely but still feel like we’re together. We have conference calls every morning, the staff who are furloughed are keeping in contact. We still feel like we are all in this together even though there are only a handful of us.”
Moving forward, Karen thinks the changes will remain. “I think we’ll do flexible working hours after lockdown measures have eased. We’ll introduce a more comprehensive working from home policy and we will actively seek to become paperless.”
Like all forward-looking law firms, RG Law are constantly looking at ways to deliver a great service to their clients – and having good data is at the heart of that. “With Legl, we get access to all of the data and analytics on client payments. For example, I can see how many clients pay outside of office hours. This sort of information is extremely valuable when we’re assessing how we can do things better.”