CASE STUDY
Streeter Marshall adopts Legl to improve the client onboarding experience
With a reputation for being approachable and practical, they decided to adopt Legl’s technology to make life easier for their clients.
Streeter Marshall had a problem: an onboarding process which didn’t work.
“While the majority of our clients tend to be relatively local to the firm, we also serve clients who might be many miles away and our onboarding process didn’t work well for them.
First, as the Covid-19 pandemic hit we were still asking clients to visit the office to provide their ID and this obviously wasn’t going to work when the lockdown was introduced. We want our clients to feel safe knowing they do not have to travel for us to commence work on their behalf.
Second, lockdown aside, our onboarding process didn’t prioritise our clients’ experience. I have been in our reception where clients have arrived to complete ID and AML checks after having been stuck in traffic for hours. People have jobs or childcare responsibilities, it’s not easy to find time to come into our office to complete an ID check.”
Streeter Marshall began to seek out new ways of performing onboarding and quickly realised that Legl would likely be the answer to the problem the firm was facing.
Although the firm has been established for more than two centuries, Streeter Marshall is a modern and progressive firm which has made a substantial investment in IT over the years and is able to provide a high standard of service to clients at a price which represents value for money.
Firm Focus
Wills and Probate, Residential Conveyancing, Family Law, Litigation, Employment
“Using Legl, clients can complete the onboarding process via a few steps on their smartphone or PC, rather than having to come into the office. This changes everything. For clients, it means they have a simple and hassle-free onboarding experience without having to travel to the office with their ID and documents, and for the firm it means we can get started on their matter quickly.
Legl’s workflow seamlessly incorporates payment. Again, this gives our clients a better experience of using the firm. Having a link to pay online means clients don’t have to call us up and give us their card details over the phone, which many clients are reluctant to do given the widespread reluctance to share card details on the phone.
After deciding to use Legl’s technology, we were able to quickly adopt it because the platform is so easy to use. It is nicely streamlined, and people aren’t having to constantly key in field upon field of information like they were previously. Three fields can now get the client onboarding process started.“
“Legl’s technology has sped up our processes, while giving our clients a hassle-free onboarding experience. The benefits we’ve seen are:
- Speed. Now, clients complete their ID and AML checks in minutes, as opposed to days.
- Less time on admin. We’ve reduced the amount of time staff spend on administrative tasks. On the ID/ AML side staff no longer need to key in information after they receive all of the documentation from the client, and with payments the option of sending a link with the invoice means we’ve freed up our Accounts team’s time.
By using Legl we’re making it easier for clients to instruct and pay us. Not only is it a great experience for clients, but getting more clients through the door faster is good for business.”
