Freeths’ success story with SearchFlow
Service makes the difference. Freeths see service as a differentiator.
Freeths explain why SearchFlow was a natural choice, and how service makes all the difference to customer satisfaction.
“Search platforms may have similar costs or features, but the support and service provided with SearchFlow is invaluable.”
Freeths is one of the largest, full-service law firms in the UK, with 13 offices and more than 1,200 colleagues. Recently named Law Firm of the Year at the prestigious Legal Business Awards 2024, clients choose Freeths for its undisputed expertise – and also for its approach: friendly, straightforward, and stuffiness-free. It has a lot in common with SearchFlow.
To ensure a smooth and accurate service for end-clients, Freeths chose SearchFlow as its pre-contract search platform. The business needed software that would provide search results quickly and efficiently, helping to identify and mitigate risk. However, in addition to the types of data being accessed and the overall usability of the software, it was the customer service being provided alongside the platform that was seen as an equally important factor.
Rebecca Phipps, Legal Administrator at Freeths LLP says, “The SearchFlow team is friendly and dependable. If I’ve asked for something to be done, I know it will be done”. The provision of high-quality searches is a pivotal component in any property or land transaction. “My experience with the team has always been positive,” says Rebecca, “The agents are lovely to deal with and happy to help with even the smallest queries, even if it’s the basics of getting the most from the system.”
“We have a particularly busy department, and knowing that we can get advice and support quickly over the phone from SearchFlow agents is a massive help…”
As a law firm of significant stature, Freeths orders pre-contract searches day-in, day-out. They’re an integral part of the service being provided to end-clients, to improve confidence in a sale or purchase. Rebecca notes the speed of response from the SearchFlow team, and their willingness to help with all aspects of the platform: “On a number of occasions, I’ve asked SearchFlow’s customer services to change a reference on my files; to find out more about a plan; or to help me perform a specific search. Each time, the agents were very helpful. And if they weren’t able to assist straight away, they also kept me up to date about the situation.”
The SearchFlow team is committed to helping customers get the best possible value from the platform. Rebecca says, “Sometimes I’ve had to get searches cancelled. The SearchFlow agents’ prompt action has meant I could get this done without any charges being incurred.”
With many locations nationwide performing searches every day, the team didn’t want a platform that would slow them down. “We also use SearchFlow’s Concierge Managed Service (previously known as Portfolio Service), and this has helped to streamline some of our work. Via the Concierge Managed Service, we get updates in a format that lets us report back to clients quickly.” However, it’s customer service that wins the day for Rebecca: “For me, good customer service means I can do my job effectively and efficiently, and without getting frustrated by not getting the assistance or answers that I need to move forward.”
Freeths recognises the value of being able to order searches from a range of independent data providers, knowing the Searchflow team is on hand to help and make searches more efficient.
