Award-winning Conveyancing specialist thanks Proclaim for enhanced client service
Based in Enfield, AVRillo is a family-run practice specialising in Conveyancing. The firm, established in 1989, is still setting the standards within the legal sector with its multi award-winning services. In addition to being an Investors in Business winner and a Sunday Times Award winner, AVRillo’s reputation for quality and expertise has been rewarded by the Law Society, which has granted the company the prestigious ‘Quality Conveyancing’ accreditation, as well as the ‘Legal Excellence’ award.
Angelo Piccirillo (pictured), Partner and Co-founder of AVRillo, explains his choice of Practice Management Software.
Why did you choose Proclaim as your Practice Management System?
We’ve been clients of Eclipse for many years – almost for as long as the business has been around! Initially, we chose the Proclaim system because of the approachability of the staff, their desire to listen to our needs and the excellent follow through from support. Over the years – even as Eclipse has significantly grown – the firm has not lost the personal touch. Uniquely for an expanding firm, the senior management team has not lost contact with us and is available to discuss any opportunities as to how we can improve our use of Proclaim.
What day-to-day benefits do you see from Proclaim?
The ability to amend the system and tailor it is amazing. Proclaim gives us the control we want over our processes and working practices – for example, with help from Proclaim, we have been able to meet CML panel requirements as we have implemented the requests into the system. On top of this, the inbuilt toolsets mean we can easily organise or create changes to workflows as client or business needs demand. We can continuously develop the system and without the need of an IT specialist – thanks to Eclipse’s detailed training, my partner and I have learnt the necessary skills. We are now extremely confident in amending the day-to-day workflows to incorporate the inevitable changes in the conveyancing process.
Proclaim has also enabled us to reach the ISO International Management standards and we have now officially been awarded Investors in Business. Both of these have been achieved because we have been able to structure the necessary requirements within the system. All our staff follow these requirements – often without even knowing – because Proclaim complies with the standards so easily.
Additionally, the integration between Proclaim and the Land Registry’s Business Gateway (LBRG) enables us to seamlessly interact from our Proclaim desktop, and utilising Web Services, Proclaim provides 2-way integration for both data and documentation. Reducing costs from property transactions is vital – clients expect an effortless and transparent service and thanks to Proclaim’s integration, we have access to a solution that provides the ultimate in operational effectiveness, and the capability to further enhance our client service.
How has FileView enhanced your client service?
Firstly, it allows our clients to follow their case 24/7 – the data that we publish via FileView is live so our clients have the ability to view up-to-the-minute case progress and the freedom to visit their case out of hours.
Secondly, it enables us to securely display Proclaim case information on our website for our clients, and we are in control of how much information is accessible – whether it’s full case histories or simple key milestones.
Essentially, it’s a great way to keep our clients informed. Case data of our choice is displayed, and is accessible via a secure password system. Our clients can send messages to us via the interface, and we can choose to make certain fields available for editing (for example, names and addresses). Additionally, the document viewer enables our clients to seamlessly view Word, PDF and Excel files in their native format.
Why did you choose to implement TouchPoint and what are the benefits?
Legal services provision is constantly changing – clients and customers are demanding more information, at a quicker rate – and we required a mobile application that puts clients at the centre of our service, but with the flexibility to suit the ever-changing conveyancing sector. After a lot of market research, we discovered Eclipse’s TouchPoint was a better option for our firm and our clients.
Eclipse’s TouchPoint system will provide a completely personal ‘self-service’ experience. With a manageable interface and personalised interactive tiles, it will allow us to deliver bespoke live data and information to clients, via any smart device and any web browser. Essentially, TouchPoint will enable our clients to be involved, in touch and in control of their case – allowing us to stand apart from competitors.
TouchPoint will also offer complete transparency. Clients will have the ability to check on their case and the documentation at any point and from anywhere using TouchPoint. The flexibility and transparency will give clients the full conveyancing picture, and a greater understanding of the entire process, using plain-English explanations and useful FAQs.
Overall, TouchPoint will enable us to build closer relationships with our clients.
How well does the system suit your on-going and future needs?
Very well! One of the key benefits of Proclaim is its ability to evolve. We’ve been clients of Eclipse for a number of years and the system has grown and developed with us as our requirements have changed.
In addition, the reporting feature gives us the ability to enhance our business and client experience by creating reports that are specific to our requirements. We can monitor on-going KPIs and ensure that we are always aligned with maximising our profitability.
Overall, Proclaim has allowed us to structure our commitment to client service across the entire firm.