As one of the UK’s leading providers of estate planning and legal services, CTT Group prides itself on giving clients a smooth, supportive experience. 

Keen to make life as easy as possible for their clients, CTT Group set out to find the perfect onboarding solution.

That’s when they found Legl.

Why CTT group chose Legl

CTT Group didn’t want to risk a quick fix. They needed a system that would work today while also adapting for the future.

With that in mind, the team took a methodical approach to finding an onboarding system. They drew up a detailed checklist of must-haves, spoke with multiple providers, and ran extensive trials to test each platform from both staff and client perspectives.

After a year-long review, Legl stood out as the leading option. 

The platform was easy to use, flexible, and future-proof. Crucially, it offered Safe Harbour capability on the roadmap – giving CTT Group confidence that the system could adapt to the market’s demands in the years ahead.

“We knew if we made a change, it needed to be a meaningful one. We didn’t want to go through this process again in 12 months’ time. Legl had what we needed today and what we’ll need in the future,” said Charlotte.

Implementation was smooth. Legl’s team set up a dedicated Slack channel with CTT Group’s developers, allowing questions to be resolved instantly. The API documentation was clear, which made integration a straightforward process.

For staff, the transition was seamless. “I just didn’t hear anything, which is ideal”, Charlotte noted. “People are very quick to shout if they don’t like something – but we had no complaints whatsoever.”

The results

Since moving to Legl, CTT Group’s onboarding checks are completed on average three minutes faster than before. With around 1,000 checks monthly, that means clients collectively save around 50 hours each month.

Plus, thanks to Legl, an extra 8% of requests are now completed within 24 hours. Clients can move forward as quickly as possible, with minimal friction. 

However, the impact goes beyond just the numbers. Clients now experience a smooth, intuitive journey as soon as they start working with CTT Group. Staff have also found the platform easy to manage, with Legl seamlessly fitting into their existing tech stack and workflows. 

“We’re very happy with how it’s gone, considering what a big move it was for us. The scale meant that if something went wrong, it would have snowballed quickly. But it’s been as smooth as we could have hoped,” said Charlotte.

Final thoughts

For CTT Group, adopting Legl has delivered exactly what they set out to achieve: a seamless onboarding process that improves the client experience, reduces inefficiencies, and positions the business for the future.

As Charlotte puts it:

“Adopting a new system might seem scary, but it’s really worthwhile doing as it will result in a much better client experience.”

Want to give your clients a smoother start? Book a demo to see how Legl can help.

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