How to provide the ultimate in service delivery and client care with the Proclaim Practice Management Solution

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25 March 2015

Eclipse200Established in 1889, Merseyside-based Lees Solicitors is a full-service practice committed to delivering excellent customer service.  The firm employs over 100 staff across its three offices in Birkenhead, Heswall and West Kirby.

In preparation for competitive and legislative changes to the legal markets, Lees Solicitors embarked upon a new business strategy focusing on direct client acquisition – reducing a reliance on third party introducers.  To achieve this new goal, investment in technology was required to ensure operational processes were optimised and service delivery became the prime focus of the practice’s activities.

A Proclaim Practice Management Solution was implemented firm-wide to provide an efficient and consistent approach to multiple practice areas.  Proclaim’s integrated financial platform enabled a complete reporting base and a seamless approach to billing and practice management.

Proclaim impressed with its ability to be accessed from anywhere at any time – a vital requirement for Lees as it would enhance the firm’s flexibility and service proactiveness.

Lees set out its stall to be the go-to law firm in the region for a broad range of legal services.  Critical to this was fast, transparent service delivery.

Using Proclaim’s process management capabilities, Lees has been able to build a complete client journey – from initial inception right through to cross-selling and upselling opportunities at file conclusion.  The management board at Lees has access to real-time information courtesy of Proclaim’s integrated reporting suite – providing both broad and granular data analysis.

In terms of marketing and business development, Proclaim provides a core platform from which to service clients and ensure that loyalty and recommendation levels are at an all-time high.

“Proclaim enables us to optimise our processes and gives us the agility to implement a superb client experience – driving customer loyalty and improving margins”, says Joanna Kingston-Davies, CEO, Lees Solicitors.

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I visit a lot of different businesses in the course of my job – both law firms and other types of organisations. This gives me a unique opportunity to compare how the legal sector is shaping up against the commercial world in how they welcome visitors to their business, and it’s fair to say that those that go the extra mile certainly stand out.

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