Best use of Technology to Enhance the Client Experience

For the management team that has harnessed technology in ways that have a significant positive impact on clients.

2012 WINNER

From left: Colin Jackson, Philip Learmont and Tim Stocks (Taylor Wessing) with Peter Byre (Concep)

The Holy Grail of the application of IT to the delivery of legal services is to formulate a process that simultaneously introduces new speed and efficiencies for the client, maintains a law firm’s profit margins whilst maintaining (or increasing) the quality of work undertaken. With ‘New Street Solutions’ Taylor Wessing has achieved this by analysing and deconstructing key high value processes and reimagining how they can be delivered. NSS offers a secure transaction processing environment with proven 60% efficiencies, and has achieved client plaudits as well as industry recognition, and the judges are delighted to recognise and reward such innovation and imagination.

2ND PLACE

Flint Bishop

Flint Bishop has traditionally looked to its local area for its clients but FB Support is enabling the company to gain market share on a national basis. FB Support is a fixed-fee employment support service available 24/7 and delivered online and over the telephone to employers and HR departments. The combination of a competitive offering, improved use of internal systems and an enhanced client experience has added 113 companies, 89 of which are not local, to its client list in just 18 months. The judges wish to recognise the excellence of the work that has contributed to this achievement.

3RD PLACE

Wiggin

Wiggin is breaking new ground in the provision of contract services to their media and entertainment clients. The Widget, a cloud-based contract drafting tool, enables clients to produce their own contracts, a service that reduces legal fees and removes the time gap between requesting and receiving legal advice. The cost and time savings for clients challenges the traditional legal business model of bill by the hour, something that will no doubt come as a welcome relief to many businesses operating in more challenging economic times. It is for this innovation that the judges wish to recognise Wiggin's pioneering approach.