Enquiry handling – Lockdown & Beyond
A recent survey carried out by Redbrick Solutions has revealed that the two main reasons that clients initially chose their legal case management products were functionality and ease of use (59% each, up from 47% last year) with one individual commenting “We looked at lots of systems and Redbrick was by far the most user friendly.” So user friendly in fact, that respondents scored it 100% for ease of use in the survey (up from 89% last year).
Martin MacDuff, Redbrick Solutions Managing Director comments “We have welcomed a significant number of new clients this year, of all shapes and sizes, from large high street firms to top 100 law firms. Although their requirements may be very different, the results delivered by our products are reassuring the same, we deliver consistency and transparency across the firm, enabling matters to be handled more efficiently and profitably, all delivered via a very intuitive and user friendly interface. Who doesn’t want that?”
Finances played a more significant role in the survey findings this year, perhaps indicative of a tumultuous year politically, with 35% of respondents saying cost was a major buying factor (up from 5% last year) but Redbricks’ unique business model seems to cater well for these concerns with the majority of respondents saying they found ‘Value for money’ of their products excellent.
The survey also found that 90% of firms actively recommend Redbrick’s case management technology to other firms.
Martin continues “To be so highly recommended by our clients is incredibly rewarding and is testament to the dedication of our team. Our ethos has always been to put the client at the centre of everything we do and I think these survey results show we have achieved that and more.”
The annual client satisfaction survey also found that found that 99% of clients reported that their matters were handled in a more efficient manner since the implementation of Redbrick Practice Management (up from 89% last year).
But, considering the majority (76%) of respondents had been a client for 3 or more years how well was the product supported post installation?
93% found the customer support excellent with 90% saying they felt Redbrick understood them extremely well. Individual comments included “Redbrick are always on hand to help with queries, they visit us regularly and are genuinely interested in our business as well as their own.”
Martin concludes “Our unique transactional business model, which often saves the law firm tens of thousands of pounds, makes it essential for us to ensure clients are happy and well supported for the lifetime of our relationship. We too often see firms that have paid huge sums of money upfront for case management systems only to have been left to set it up themselves, or to have prohibitive costs for training and updating the system to deal with.
These results are very encouraging, and go a long way to explaining our higher than average retention rate. We will continue to listen to client feedback to improve even further wherever possible.”
For more information about Redbrick Practice Management please see our Product pages.
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