Legal Offices

There is considerable focus on creating good customer journeys with fair outcomes throughout all stages of recoveries. Legal stages are no exception.

Clients instructing legal recovery services remain cautious to retain ultimate control of the decision proceeding cases to legal action. Seamless integration between client and legal office is mandatory to retain robust, streamlined processes.

For the organisation carrying out legal services it is imperative to quickly establish the nature of customer debts they have been instructed to recover and data at this stage is key.

Key indicators such as the debtor’s financial status, age of the debt, estimated cost of legal action, available documentation and chance of success through legal processes. Internal and external data, scoring and segmentation are all effective methods to create a streamlined legal process.

Cost efficiency is a high focus area for the legal industry, with many of the later stages of enforcement requiring manual touchpoints. Ensuring processes are as automated and streamline as possible is paramount to control costs. With over 80% of legal cases resulting in a resolution without further action being required, ensuring customers have the ability to self-cure allows agents to be utilised effectively on higher-value activity.

Seamless integration with clients through an easy-to-use portal also maintains transparent feedback loop and allows full visibility of strategies undertaken, alongside creating more manageable processes that occur in backend legal recoveries such as customer queries, statement of account/invoice requests, and approval of legal documentation.