New Business Management

The Management of new business enquiries is one of the core elements a firm must control to deliver success. A firm which is unable to capture, track and trace their new business enquiries is weakened from a management and development perspective.

The management and control of the new business is often an area which is lacking in many businesses and law firms. To ensure the firm captures, processes, manages and converts as many new enquiries as possible, a law firm must build a simple but robust front end process.

At The Strategic Partner, we have helped multiple firms of all sizes implement solutions that work for their firm and importantly, ensure that each firm is able to maximise new matter openings.

Our service includes the understanding, design and implementation of a solution that works for the firm. We do not seek to put in place complex systems and technology, but simplified solutions with quality processes and training that work and are proportionate to the type of law firm we are working with.

The average firm that we have worked with to focus their new business capture and management have seen a 20% increase in new matter openings without any additional marketing spend.

Find Out More

For more information about our New Business Management Service, you can call us on 0203 911 9710 or you can email us at info@thestrategicpartner.co.uk. You can also download our New Business Management brochure by clicking on the link below.

New Business Management – The Detail

The capturing, processing and converting of new business is not always as simple as it first seems.

With many law firms being SME there is often not the resource, systems and processes in place to deliver an effective solution that ensures every enquiry into the firm is fully processed.

For larger law firms who have the resource, the solution may simply be to develop a robust process that focused resource and processes to manage enquiries effectively.

At The Strategic Partner, we provide firms with

2 solutions to assist and solve this problem: 

  • Process and Training – Working with the firm and improving its internal process management to ensure the enquiry is, captured, monitored, controlled and conversions improved.
  • Outsource – Provision of an outsource solution where TSP and our trained staff will capture and process all new enquiries on a firm’s behalf.

Our new business management services have been developed to enable firms to maximise every opportunity to capture and secure new instructions from clients who approach them and through doing so, increase their new business.

Our services involve working with a firm to understand their approach to new business management, making effective changes and ensuring the future approach is robust and ensures maximum conversion of new clients.

Service 1 – Process and Training

This service is focused on providing the firm with a robust solution managed and processed by their own staff.

TSP will work with the firm to understand it and its clients and the way in which it generates captures and processes new business.

We will then work with the firm to implement a series of effective changes to deliver a robust solution that ensures each new enquiry is captured and processed effectively so that the firm takes every opportunity presented.

The service involves: –

  • Identifying how the firm receives enquiries by considering its:
    • Marketing and advertising strategy
    • Understanding existing clients
    • Establishing the repeat and recommended business ratio
    • Understanding how much of the new business goes direct to fee earners
  • Attending the firm to discuss with the relevant people the current process, to understand where the systems and processes may be falling short.
  • Establish any budgetary or technology constraints.
  • Making a series of recommendations and changes to processes, including the implementation of any system changes that are sensitive to budgetary constraints.
  • Training the staff who are involved in the process from those that first engage with the clients through to fee earners where needed.
  • All training is based on a ‘train the trainer’ basis so that the person in charge will be able to provide ongoing training and coaching.
  • Putting in place effective monitoring into the future to sustain the effectiveness of the process.
  • Agreeing on appropriate management information to manage the team.
  • Ongoing monitoring, mentoring and management if needed.

This is an intensive piece of work that is performed over an agreed number of days from discovery to implementation.

Our understanding of the legal industry and law firms means that we ‘hit the ground running’ and are quickly up to speed saving time and costs in the solution establishment and final delivery.

For more information and to obtain a quotation for working with the firm we will require a short conversation to establish the size of the firm and the type of work processed and we will deliver a bespoke quotation to perform this work. You can call us on 0203 911 9710 email us info@thestrategicpartner.co.uk or make an online enquiry here.

Service 2 – Outsource Arrangements

This service involves the complete outsourcing of all new business enquiry management to our expert new business team.

We will work for the firm receiving and processing both new enquiries and existing client calls and enquiries. We will ensure that each call or enquiry is managed and processed effectively through the provision of a high-quality, effective solution by well-trained staff.

As every law firm is different this is a completely bespoke solution that is sensitive to the firm, its clients, and its staff.

This service involves: –

  • Identifying how the firm receives enquiries by considering its:
    • Marketing and advertising strategy
    • Understanding existing clients
    • Establishing the repeat and recommended business ratio
    • Understanding how much of the new business goes direct to fee earners
  • Attending the firm to discuss with the relevant people the current process to understand where the systems and processes may be falling short.
  • Establish any budgetary or technology constraints.
  • Agreeing whether we operate from your systems or if we use our internal CMS.
  • Identifying how the outsourced solution can be integrated into the firm for maximum efficiency and seamless service delivery.
  • Agreeing on a process for each line of business you operate to ensure that every enquiry for each service is managed in a bespoke way that fits your firm.
  • Agreeing on a strict set of SLAs (service level agreements) against which we will perform.
  • Training our staff on the unique elements of your firm and staff.
  • Agreeing in consultation with you the final approach.
  • Implementation and management of the service.
  • Regular reporting and provision of management information.
  • Review and service delivery meetings.

The service delivery itself will involve: –

  • Answering the phone for all incoming traffic and managing each call.
  • Establishing a relationship with the client to provide them with confidence that they have chosen the right firm for their legal needs.
  • Ensuring there is a prompt response to any online or email enquiry.
  • Engaging with clients to establish their legal needs and ensure full information is collected.
  • Establishing that the firm can provide the service and process each enquiry.
  • Filtering out ‘time-wasters’ by applying a set of rules for each service, i.e. if you require a minimum amount on account of fees before engagement, we will establish that this will be payable by the client before the firm will engage to provide a legal service.
  • Taking the action for each prospective client: –
    • Provision of a quotation for fixed fee services
    • Transferring calls direct to fee earners, where appropriate
    • Booking consultation calls (whether free or a paid service)
    • Advising the client if the firm cannot assist
  • Setting up and controlling data in a sensitive way that complies with GDPR requirements.
  • Following up on enquiries as required and speaking with the client, post enquiry.
  • Engaging with the fee earners and staff to collect information to process or close each enquiry

With our service we ensure you maximise new business opportunities and increase data capture to improve conversion rates. Our focus is to ensure you achieve maximum return on investment from your marketing and advertising spend.

Enquiries

For more information about our New Business Management service, you can call us on 0203 911 9710 or you can email us at info@thestrategicpartner.co.uk.

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