Improving efficiency business case—worked example
Improving efficiency business case—worked example

The following Practice Management precedent provides comprehensive and up to date legal information covering:

  • Improving efficiency business case—worked example

Executive summary

This report analyses why the firm loses 35% of new clients within the first two weeks of receiving instructions. The research was conducted in May and June 2019 and includes statistical data gathered from various sources. The research was conducted by a cross-party team of fee earners, secretaries and support staff headed up by Fred Smith.

The aim was to identify current bottlenecks in the process, what was causing them and how they could be fixed.

The main recommendations of the report are:

  1. standardised email signatures for all employees, containing direct contact information

  2. a review of all standard letters currently sent to clients

  3. development of a standard script for secretaries when speaking with new/potential clients

  4. a review of our current mobile phone provider and a potential move to a new provider

The full details of these recommendations can be found below. Should the recommendations be accepted, initial roll-out can begin within two weeks.

What is the problem and what does it cost?

The issueDelays at the start of new client process resulting in complaints and the loss of business.
ImpactWe convert 25% of conveyancing enquiries into clients, of which we then lose 35% in the first two weeks:
—on sales transactions, this tends to be before we have captured the necessary information from the client to apply for deeds from the lender
—on purchase

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