Usually, we see around 85% of requests get completed within 24 hours, with an overall completion rate of 95%. Follow these best practice tips to improve your firms response rates. This will ensure your clients complete this information request as quickly as possible, in turn speeding up file opening times and removing back and forth manual chasing between you and your clients.
Make sure your onboarding team are sending the Engage requests once the client has confirmed they would like to go ahead with your law firm. Sending the request at the correct moment in the clients onboarding journey means you can police the process more easily knowing that every client represented in the Legl dashboard is a real client and should be followed up with to complete the information online.
When a client has confirmed they want to go ahead with the firm for their legal work, send an initial email confirming the next steps to get started with their matter. Include a section on Legl in this email so clients know to look out for the email from Legl and they understand what they are being asked to do and why.
For example you can include the below language in your email:
Please lookout for an email from our partner Legl so you can complete your ID verification needed for us to comply with anti-money laundering regulations. We are unable to progress work on your matter until this step is complete so please let us know if you have any questions. You can request help from the Legl support team if you have any questions on how to complete this information online.
Use the filters available to easily follow up with clients who have been stuck in the 'in progress' or 'sent' status for over 3 days.
You can easily remind clients to complete this info by ensuring automated reminders are enabled for each request you send to a client. You can toggle auto reminders on/ off.
If your client has stopped the process because they were unable to complete the information online you can complete the information on their behalf via running an In-person CDD.
