Key features
Key features in our success in this area
include:
- An established team structure managed by dedicated team leaders
and case managers all managed by a partner under the supervision of
an equity partner
- A commitment to an ongoing programme of service delivery and
customer care improvements and the provision of a full suite of
customisable management information
- A proactive approach to lenders requirements for conveyancing
and remortgage services
- Strict quality controls and audit requirements (legal and
procedural) are built into the process and implemented within the
department and additionally by the firm.
- A substantial and ongoing investment in web-enabled case
management system from Visualfiles, specifically designed to
support our commitment to provide improved systems and service
quality
- State of the art telephony system providing real time
management information on all incoming and outgoing calls to
effectively manage service delivery without the need for any call
waiting messaging, ensuring the transfer of all calls to a
person
- The implementation of an effective strategy to support the
provision and supply of industry specific volume commodity services
recognised by the prestigious award of Best Client-Facing IT
Project by a Law Firm 2005 at the International legal IT Forum
awards
- Continual adaptation of Visualfiles case management systems
developed in collaboration with the supplier leading to the use of
our facility by Visualfiles as a preferred on-site demonstration
site for the product
- Our large first class in-house IT department which includes a
dedicated team of software developers to provide continuous
improvements to our existing systems and to supply new tailor-made
system solutions where required
- Provision of on-line transaction tracking and automated
notifications via all electronic channels and through SMS
- Provision of support for client branding with practical
training assistance together with cost and service improvement
suggestions. Development and testing of new systems and practices
with suppliers and clients
- Provision of training and support for client personnel, if
required
- Collaboration with customers and suppliers in e-commerce
initiatives