"By 2020, customer experience will overtake price and product as the key brand differentiator."

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InfoTrack Client Centricity Awards

The InfoTrack Client Centricity Awards 2016 recognised excellence in client services and customer experience in the legal and accounting industries. We believe client centricity is vital to the success of any business and live by the motto that a business is not great until their clients say they are.

A business focused on client centricity isn’t one that simply offers good service. It’s so much more than that. It’s about every corner of your business living and breathing the customer and their needs. It’s about ensuring each and every client feels like they are the only individual in your sights because at every stage of the journey you are putting them first and at the core of your business decisions.

If your business is creating products, processes and policies and a culture that supports your clients with a superior experience, then you’ll appreciate how critical client centricity is to profitability and growth.

Winners 

Client service and delivery

 

LegalVision, the online law firm, has taken top honours in the client service and delivery category for supporting Australian SMEs and start-ups by offering a wide range of free legal documents and fast, fixed fee access to legal services online as well as partnering with non-legal businesses to provide a complete suite of business support to clients. In addition, each LegalVision client is supported with a dedicated Client Care member so the firm’s lawyers can concentrate on delivering high quality legal work efficiently while enquiries and admin are handled effectively by the Client Care team. 

 

Use of technology

 

Kreisson, the construction, engineering and property law firm has taken the Use of Technology category for its bold jump into the world of eConveyancing and being the first firm in Australia to offer clients a complete end-to-end electronic settlement and exchange service. In addition, Kreisson uses a range of innovative techniques such as data visualisation, podcasts, eBooks and videos to help improve clients’ legal education and to explain their individual issues and cases.

 

Cost management

 

Bytherules Conveyancing Pty Ltd won the Cost Management category for its online quote system that provides an automated flat price to prospective clients without any human intervention that includes professional fees, searches and disbursements. The company is so confident in this innovation, and their conveyancing services and expertise, that it offers all services at a fixed price.

 

Employee engagement

 

Meridian Lawyers took out the Employee engagement category for creating a highly positive and engaged workplace culture by actively promoting equal opportunity and employee health and wellbeing. The company offers a range of excellent initiatives including family friendly policies, wellbeing programs, recognition programs and interesting and challenging work. Meridian places all the credit for its success on its people and has designed strong attraction and retention strategies to engage the best practitioners that fit its culture.

Finalists

Client service and delivery

Madison Marcus

LegalVision

Bytherules Conveyancing Pty Ltd

Meridian Lawyers

 

Use of technology

Kreisson

LegalVision

Bytherules Conveyancing Pty Ltd

ContactsLaw

 

Cost management

LegalVision

Bytherules Conveyancing Pty Ltd

Legal AU Pty Ltd

Meridian Lawyers

Madison

 

Employee engagement

Bytherules Conveyancing Pty Ltd

Swaab Attorneys

Meridian Lawyers

Carter Ferguson Solicitors

Madison Marcus Law Firm

Oscar & Alice

We care about the clients we work for. It says so on our wall.