Wolferstans frees up lawyers’ time to deliver exceptional client service
Access Legal’s ‘one source of truth’ practice management system has simplified lawyers’ admin, says Charlie Jones, partner, head of finance at Plymouth-based Wolferstans
Wolferstans biggest challenges for the year ahead are really around making our fee earners’ lives better so that we can focus on exceptional legal experiences.
Our lawyers are vital to our clients. We operate in distress purchases through all areas of our business so we need to free up their time to make sure that our clients are getting what they deserve, the real added value.
So the challenge is taking away any admin process and making their lives as easy as possible, so that they can focus on our clients.
That focus on the client experience is something that runs deep within the firm and guides Wolferstans in everything they do. As Charlie explains,
We are passionate about our clients. We don’t make any decisions now unless they are the best outcome for our clients.
’Will it impact the client?’ Is the question we ask with everything that we do. It’s in all our strategy and that is our biggest opportunity because if we can really, really be a client centric firm, genuinely, then I think that will transform our business and our clients’ lives.
How Access Legal supports Wolferstans
Wolferstans use Access Legal’s practice management system, along with the financial director legal accounts package, client portal and fee earner mobile application.
Access Legal supports the law firm by providing us with a really good practice management system. No system is perfect. That is definitely true. We talk to lots of people that have lots of different products and no one is 100% happy.
But actually with Access and the product we use, we are really happy with it. There is room for continuous improvement, but we’re having really good conversations with Access, which means that we know they can help us with that transformation of our processes to give our lawyers the time they need.
There are things that we wanted to do that could be better or do more, but actually it works. Everything is in one place, so we have one source of truth, which is fundamental to us as a firm. It’s easy to navigate, it integrates with Outlook, it’s got so much functionality there and the great thing about it is there’s room for continuous improvement.
What is Wolferstans experience with our customer support and care?
But Access Legal isn’t just a provider of legal software. We also offer ongoing support to help our clients operate as smoothly and efficiently as possible, working in partnership with them to ensure our strategic direction is right for them.
Charlie said, Wolferstans’ experience with customer care has been really, really good.
We only last week had the high-level team down to the senior management team to hear about our business. They didn’t tell us anything about what Access were doing. They’ve just listened to us.
We’ve had some really good direct links put in with various aspects of your business that we need to support us. So from hosting through to our case management system and other systems that we use from the Access Legal divisions.
Is there a memorable moment or interaction you’ve had with Access Legal?
A memorable moment or interaction that we’ve had with Access Legal was the first time that we met Emma de Sousa (Access Legal’s Managing Director). Emma came down to tell us about herself and how she was focussed on customer centricity, which really strikes a chord with Wolferstans’ Ethos.
So, that was really memorable for us because we could see that Emma genuinely cared, but also really took on board what we were trying to do as a business and think about how she can use that within Access as well and with her wide customer base.
