How data-driven work allocation elevates client satisfaction and boosts revenue according to ShareDo founder Ben Nicholson
In legal services, responding quickly to a client’s urgent needs isn’t just courteous, it’s crucial. Here’s how data-driven work allocation can transform client satisfaction and boost your revenue:
Allocation rules in ShareDo are driven by data.
The data can inform users about things like how complex a piece of work is and, therefore, who should look at it.
It can also inform users about how individual people are performing — who is best to deal with a certain new business inquiry? Who’s best at addressing these particular needs and assuring them that this firm is the best place to get the job done?
If firms get this right, then they’re looking at consistent future revenue potential.
AN EXAMPLE
Legal Provider A manages Claimant Med Neg cases, and they’ve got a customer consultation call following a new business inquiry.
From the client’s perspective, something potentially life-changing has happened to them. It’s hugely stressful and looking for legal advice is a significant step for them.
It’s super serious.
From Legal Provider A’s perspective, this is a potentially high-value case and they want to demonstrate their service is better than their competitors.
So what’s the optimal allocation of work in this case?
1) Find someone who is available now.
The client is probably talking to a number of different providers and, more often than not, quick responders get the upper hand.
2) Find a specialist.
In Med Neg cases, it’s highly likely that clients will want an expert who can deeply understand their problem.
3) Add in other elements of data.
Take success rates or relevant soft skills into account to hone in on the exact correct service provider for the client.
After these three steps, Legal Provider A has found a perfect provider for the client, faster than any other firm has. They win the client — and the client wins, too.
END-TO-END PROCESS
In all these processes, time is of the essence. When you pair these allocation rules with escalation workflows, you end up with an end-to-end process that looks like this:
1. An inquiry comes in.
2. The team discusses who the best-qualified person is.
3. If they don’t respond in 2-3 hours, the team moves onto the next best person and raises an alert to the supervisor.
This process isn’t hard and, when done correctly, increases conversions, revenue, and customer satisfaction.
Clients want to talk to someone who knows their situation and who can provide reassurance — quickly.
Great work allocation is a win for both the client and the legal service provider.
