A walkthrough of the Insights tab in Legl, showing how to use Pay and Engage data to identify friction points in the client journey and take practical action to improve them.
Overview
This on-demand session shows how to use the Insights tab in Legl to back up your client experience with data. It covers the metrics that matter for cash flow, payment uptake, onboarding completion, and where clients are getting stuck, so you can make targeted improvements rather than guessing.
The session is suitable for firms already using Legl who want to get more value from the platform by reviewing how their clients are interacting with it.
What this covers
Pay Insights: cash flow metrics, average time to pay, and seasonal trends
Checkout types available in Legl Pay and when each one is used
Apple Pay, card type acceptance, and out-of-hours payment activity
Engage Insights: client response time, working hours completion, and 24-hour turnaround
Day-of-week and time-of-day completion patterns for onboarding requests
Reminder effectiveness and how it influences completion rates
Check type and steps analysis, including bottleneck identification
Workflow status funnel from request creation through to internal review
Stalled workflows reporting and how to use it for clean-up exercises
Who this is for
Firm administrators reviewing how clients interact with Legl
Operations and compliance leads tracking onboarding turnaround
Finance and cashier teams monitoring payment uptake and cash flow
Department heads exploring whether to expand Legl into new teams
Watch the recording
Key takeaways
Average time to pay is one of the most useful indicators of payment friction. A high number suggests the route to payment is slowing down onboarding or transactions, and there are several alternative checkout options that can speed it up
Opening up additional checkout types, such as Engage Pay requests, scheduled payments, and the payment portal, typically increases out-of-hours payment volume and reduces the resourcing pressure on your team during working hours
Engage Insights now includes a client experience tab covering response time, working hours completion, and the percentage of flows completed within 24 hours. These are useful for spotting whether a clunky workflow or sequential steps are adding friction
The workflow status funnel shows the full journey from request creation to internal review. If only a portion of requests are reaching completion and review, that is a prompt to investigate where the gap sits
The stalled workflows report lists requests created more than 30 days ago that are still incomplete. Running a regular clean-up of this report supports your audit trail and makes sure clients are not stuck in flows they cannot complete
Important information
Apple Pay is enabled by default for all firms using Legl Pay. You do not need to request this
Google Pay is being introduced in the next few months as an additional wallet option
The payment portal can be embedded on your website or shared as a generic link, with backend validation rules available for matter reference formatting to support reconciliation
International card payments and higher-value card types such as Amex are configurable based on your firm's risk appetite and how you want to absorb transaction fees
If you want a workflow review session to walk through your own metrics, you can request one through the Support team
If you would like help interpreting your own Insights data, please contact our Support team.