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ProLaw Client Services Improves Client Satisfaction
ProLaw clients are very important to Elite, which is why the ProLaw Client Services team is constantly striving to improve the client experience. The Client Services team has implemented a number of changes designed to improve the customer experience by identifying key strengths and areas of improvement.
Several changes were implemented in response to customer satisfaction surveys. Based on the customer feedback from the 2008 Customer Satisfaction Survey, ProLaw has learned that its clients expect quick response times, courteous and friendly treatment, and prompt resolutions to issues.
To achieve this end, the ProLaw Client Services team incorporated changes that resulted in meeting those expectations. Overall, the 2009 results of the customer surveys show that ProLaw has a good-to-excellent rating of 94%. In addition, support performance results show that response times are more than 50% faster than 2008 on phone and Web-generated service requests. There has also been a decrease in the time it takes to resolve issues, with 60% being resolved in less than 24 hours.
Client Teams Initiative
ProLaw Client Services has also incorporated the Client Teams Initiative that was implemented in January of 2008. With this initiative, four teams were created that are now headed by Client Partners, a newly created position. Client Partners lead the cross-functional teams organized by region and are empowered to act on behalf of the client. By having a select group of people work with a specific client, our support analysts are able to build closer relationships with them, leading to better communication and problem-solving. The creation of Client Teams also enables ProLaw to give a more personalized service to its clients, and it also facilitates the transfer of knowledge and information among team members. We have received very positive feedback on the new team structure, and clients have reported that the new organization is a success.
In addition to these changes, ProLaw has also hired more support analysts and increased the amount of training all analysts receive. Other improvements this year include the incorporation of a state-of-the-art telephone system which provides better caller routing capabilities, as well as improved reporting analytics and call-recording used for coaching purposes. ProLaw recently upgraded the Knowledge Base with a more sophisticated search engine to help users find solutions easily and more quickly. Other customer satisfaction increases have been seen with regard to product satisfaction and performance. More than half of ProLaw’s clients are using ProLaw version 11, which contains many new features and functions.
ProLaw recognizes that the job of improving its clients’ experience is never complete, which is why it is constantly striving to understand what is going well and what can be done better. ProLaw will continue to incorporate the valuable feedback it receives to improve each clients’ experience with Elite.