Welcome to Legl! As part of getting started with the Legl onboarding and payments solution, we are happy to offer advice to set your teams up for success when adopting a new tool. Here is some best practice advice to creating a seamless launch process including some example messaging to build Legl into your existing onboarding process.
1) Communicating the change internally to all members of the firm who will be using Legl in their day to day interactions with clients.
The most successful launch plan will include clearly communicating the change internally and explaining how it's going to help set the firm up for success as part of a robust AML process.
Example internal memo;
Hello everyone,
You will be invited to attend a training session next week on a new system we will be implementing with our partner Legl. This system will be streamlining our file opening processes by automating the client due diligence needed for new clients and allowing them to complete the ID verification steps online.
Legl is used by many national law firms to leverage technology to give clients the best possible customer experience from the moment they start working with our firm. This is an opportunity to remove the manual effort during the onboarding of a new client and the due diligence required as part of this, while also enabling us to onboard clients remotely. We can mirror our existing onboarding/ client due diligence process with customised workflows which we have set up for each department and include all relevant documents and payments within the initial interaction so your clients are able to instruct us quickly with less manual back and forth needed.
The payment tools will enable our clients to pay us via debit or credit card as an extra payment option, with a view to decreasing the time spent chasing clients and making their lives easier by offering a quicker way to pay than bank transfer or calling us.
You will receive full training on how to use the system by our customer success manager at Legl and we will circulate training materials ahead of the launch so everyone is confident with the updated process.
For examples of how Legl is being used by other firms you can find some case studies on their website here- legl.com/case-studies
2) Client facing messaging is also important to building confidence with your clients. Below are some examples of how you can include Legl in your external messaging to show you understand ease of use and convenience is at the core of an excellent client experience.
We recommend adding the online payment option to client invoices and embedding it on your website. Giving clients an easy way to pay their invoices online will significantly increase cashflow and offer a frictionless client experience.
To add the online payment option to your invoices and website please see this set-up guide.
Adding Legl to your terms and client care letters;
We use the services of Legl to provide secure digital identity verification, online payments, and to share key documents as part of our client onboarding process, in line with SRA regulation.
All information provided is securely processed by Legl using the highest security standards to encrypt your details and keep your personal data safe. You will receive a link to start your client onboarding, and you will be redirected to Legl's portal where the verification will take place. You will receive an immediate email confirmation once the flow is finalised.
You can find Legl's Terms of Use here [LINK https://www.legl.com/terms-of-use] and Privacy Policy here [LINK https://www.legl.com/privacy-policy].
If you have any questions, please contact us - [LINK to your support email address]
3) Customise your workflows with a friendly getting started message which will also increase the response rate of your Engage requests.
Example below but feel free to get creative! The character limit is 400 characters to keep this message succinct and encourage quick completion of the requested information.
Welcome to Legl & Co, we are looking forward to working with you.
In order to meet our obligations under the Money Laundering Regulations, we are required to run identity checks on new clients. Once you have completed this client onboarding process, we will review the documents submitted and be in touch with the next steps.
Many thanks in advance.
4) Ensure Legl is built into your existing onboarding process at the firm and all users understand when they should be sending the onboarding request to their client.
We have put together 4 top tips to achieve the best possible completion rate and encourage clients to complete this information as soon as they received the request.
Our Customer Experience team are also on hand to offer best practice advice and help throughout the launch process and beyond, so get in touch with your dedicated team or email [email protected] if you have any questions.