Law firm ‘links’ up with new app to enhance client experience

A Midlands law firm has become one of the first in the region to sign up to a new app that aims to revolutionise its interaction with clients.

FBC Manby Bowdler has rolled out The Link app, a dedicated communications application specifically designed for law firms and their clients, amongst lawyers at regional offices in Wolverhampton, Willenhall and Shropshire. 

It was the brainchild of former BBC The Apprentice star Lauren Riley. A qualified solicitor herself, she devised the new approach after witnessing first-hand that changes were needed in the legal industry, with customer service at the heart of it. 

The app allows lawyers to keeps clients up to date with the progress of their case, reducing the need for constant phone calls, emails and letters, which provides a time and cost saving for the firm.

It gives solicitors and clients round the clock access to essential case information within a secure environment and all interactions are automatically recorded, meaning there is no need for file notes.

Designed as a stand-alone or integrated system, it operates with bank level security to offer peace of mind for clients.

Managing Partner Kim Carr said incorporating The Link app into the firm’s communication systems would add an enhanced and more responsive service to clients.

“Our main driver as a firm is to deliver stellar service and we pride ourselves on putting the customer experience at the heart of our business. 

“We know clients engage with us in different ways and the development of The Link app will provide another avenue for them to communicate with us and keep up to date on the progress or developments in their case.”

Kim added: “For our customers, it is easy to use and offers value added from a service delivery perspective. For us, it has reduced the time spent on phone calls providing updates, confirming appointments, and is generally assisting us in supplying a more intelligently delivered and cost effective service.”

FBC Manby Bowdler was named Professional Services Firm of the Year at the recent Wolverhampton Law Society awards andscooped the Customer Champion title at this year’s Shropshire Star Excellence in Business awards and the Excellence in Customer Service award from the Black Country Chamber of Commerce.

The app’s originator Lauren Riley, who appeared in series 10 of the hit BBC show, said: “The long term goal is about revolutionising outdated client communication for the UK’s 12,000 or so law firms. 

“We have an excellent working relationship with FBC Manby Bowdler and they are all about improving things for their clients. I am happy that Midlands’s residents will be able to keep up to date with their legal matters via The Link app.” 

The Link app is backed by an advisory board of various industry experts including Sir Nigel Knowles, former global co-chairman of DLA Piper, one of the biggest law firms in the world.

Sir Nigel said law firms must adopt technology to progress, adding: “At a time when smart working is essential, an effective method of communication can be a critical source of competitive advantage. The Link is that critical source.”