Our client, a large, national law firm operates across the UK and is a member of an international law firm alliance facilitating legal services to clients internationally.  In 2018 Acuigen was approached to support its wish to scale up the volume of client feedback and enrich their knowledge of client opinion.

Needs

The firm’s primary objective was to gather more regular client insight to develop its client service and client engagement strategies.  It was important for them to retain control of and to facilitate in-person and telephone interviews undertaken by their partners and staff. 

Solution

We worked collaboratively with the firm to develop a deep understanding of how their client listening programme would support their objectives, and what would be required to evaluate the success of the firm’s strategic plan. This included:

• Creating an enhanced client listening programme gathering regular client insight

• Developing capabilities to undertake interviews via a combination of in-person, telephone and web survey using a consistent approach

• Developing staff and partner confidence and skills in undertaking client feedback interviews

• Collating client feedback content in a central client feedback repository

• Identifying strengths which the firm could promote in sales and marketing

• Gaining learning points that could be shared with client teams

CustomServe Teams was selected as the best option - providing both a facility to collate the client feedback and its processing through the use of CustomServe’s powerful analytics suite.

Benefit

The insight gained has been used to inform client account planning and to deal with specific opportunities and issues identified in an expedient and efficient manner. A major benefit of the insight gained has been to inculcate a culture of detailed client listening as a part of everyday service delivery.

The firm plans to extend the scope of the programme over the coming months by adding further interview topics and including more clients into the programme.