Leading review technology provider The ESTAS Group has today launched ESTAS Insight, a new tool designed to empower legal professionals by collecting vital insights from vendors and buyers at crucial stages of the transaction process. The tool will enable conveyancers to monitor client satisfaction levels, identify potential issues at the earliest opportunity and where needed, take immediate action to prevent aborted or delayed transactions and ensure a positive customer experience.
Developed specifically for the conveyancing sector, the new tool provides private feedback to the lawyer which underpins a comprehensive, data-driven approach to enhancing service quality. Driven by real-time client and estate agent feedback, the ESTAS Insight tool helps reduce misunderstandings on the part of the client and enables conveyancers to address any concerns at an early stage to prevent complexities and delays developing which, had they been identified earlier, could have been avoided. The feedback tool can also be used by managers to identify training requirements and potential compliance breaches, discreetly and quickly.
Ben Marley, Commercial Director of The ESTAS Group commented:
“We are excited to launch the ESTAS Insight tool for Conveyancers, which addresses the very real challenge that property lawyers face in terms of identifying small issues and niggles before they become significant problems. From our experience of providing a specialist review tool to the property sector for the last 15 years, we’ve identified that a key part of maintaining a profitable business is delivering and consistently maintaining high levels of client satisfaction and exceptional service.
Feedback throughout the transaction from both the client and any estate agent acting for them is essential to ensure that the lawyer managing the matter can quickly address any concerns or doubts which are raised, or points that require further clarity in order to ensure that a transaction isn’t needlessly delayed due to poor communication. Up until now, gathering those valuable insights has been very difficult, however with the ESTAS Insight tool, there is now a discreet and simple way for conveyancers to assess the performance of their teams and client satisfaction levels in a way that can easily augment existing case management processes.”
Ben Marley added:
“As many conveyancers have told us previously, the public are generally ‘polite liars’ when it comes to making a complaint or verbalising issues that may arise. We’re not a nation of complainers which means that in many cases, the first time a legal professional hears that their client isn’t happy is when they are withdrawing from a transaction. The new ESTAS Insight tool has been designed to solve this very real challenge, by providing lawyers with a tool which enables them to collect valuable insights at key touchpoints in the transaction.”
Ben continued:
“As an example, conveyancers often face challenges when dealing with leasehold properties, where a third party such as a property management firm is tasked with providing the relevant LPE1, management pack and leasehold information and, depending on the complexity of the lease, information about any major works or additional sinking fund contributions. When delays in receiving these details inevitably occur, many buyers don’t understand the circumstances around the provision of this information, and that the estate agent selling the property and even the vendor themselves are both at the mercy of the managing agent acting upon the instruction of the Freeholder to provide the information required in a timely fashion. Inevitably, in these circumstances the conveyancers involved get the blame for ‘holding up the paperwork’. However, this is very often unfair yet the firms involved accrue negative feedback from a disgruntled client which, in the vast majority of cases, is unfounded.
The ESTAS Insight tool allows the conveyancer to collect feedback in a private environment, so in the instance of a buyer who is complaining that their transaction is taking ‘too long’, it enables the lawyer to identify potential reputational challenges by providing the buyer with a voice to express their views, which can then be addressed directly, rather than the client taking to social media and leaving negative reviews about the service they’ve received and undoing all the good work the conveyancer has done up until then, both in collecting reviews and showcasing their service.”
The platform has been designed to be as easy to use as possible, and as all of the responses collected are private and therefore are not published online, legal professionals can feel safe in the knowledge that the feedback they are receiving is very much ‘for their eyes only’ and if used correctly, can ultimately prevent negative reviews or social media posts by nipping potential issues in the bud.
Simon Brown, Founder and CEO of The ESTAS Group concluded:
“Ultimately, the ESTAS Insight tool will empower property lawyers to identify trends, potential pain points and training requirements in their businesses, enabling them to take immediate corrective measures where required and to ensure consistent delivery of excellent customer service.”
This article was submitted to be published by The ESTAS as part of their advertising agreement with Today’s Conveyancer. The views expressed in this article are those of the submitter and not those of Today’s Conveyancer.
