British Conveyancing Awards Sponsor Spotlight: Minerva
In a series of Supporter in Focus pieces, we are thrilled to introduce our supporters of The British Conveyancing Awards 2021
Alongside headline sponsor Lawyer Checker we look forward to recognising individuals, teams and companies who have gone above and beyond to support buyers and sellers to move home during the most challenging year the conveyancing industry has perhaps ever seen.
Today we profile Conveyancing Customer Service Champion Award sponsors Minerva.
We’re delighted to have Minerva on board with us for the inaugural British Conveyancing Awards. First of all, tell us who you are and what you do
As are we thrilled to be a part of such a brilliant way to acknowledge the hard work and dedication demonstrated across the sector.
In a nutshell, we are a team of legal technology experts dedicated to helping law firms connect with their clients. We have come together to create a digital client onboarding solution that offers lawyers an easy way to connect and communicate with clients resulting in a speedier and better experience for all.
We pride ourselves in not just delivering the tool to help law firms deliver exceptional customer service, but also that we stay with our clients along the way. We are evolving and improving our offering all of the time to consistently and continually meet and exceed both regulatory and compliance requirements alongside the creation of an easy-to-use client interface.
What have Minerva been doing over the past 12 months? I imagine it’s been a busy time working through a pandemic.
The past twelve months have, like they have been for most, presented challenges we did not even know existed! That said there has been opportunity. Minerva is helping law firms connect and communicate faster with clients, which is timely to say the least. We have continued to engage with law firms and attract new users throughout the pandemic.
Of note has been our ‘Contract Ready’ scheme which we launched last summer with estate agents Ryder and Dutton who cover great swathes of Greater Manchester, Derbyshire and North Yorkshire. Minerva is able to have estate agents input the data from a seller that is then shared with the lawyer. This means that the onboarding information for a client is only inputted once. The elements of this include facial recognition ID verification and the essential PIF – the property information questionnaire. All of this can be done by the seller from their own home. All before the solicitor gets their file. This then means that the searches can be ordered sooner than in a traditional conveyancing transaction. The result? Less stress for the conveyancer, less stress, a better experience for the client/customer and a massive reduction in transaction time. It can be as little as 8 weeks from when the transaction was first created.
What do you think is the biggest challenge the sector has faced over the last 12 months?
A massive challenge for our clients has most certainly been trying to ensure their clients remain happy and informed. Traditional face to face meetings with clients, ID verification and providing paper-based documentation is rightly very much a thing of the past but Law Firms need digital solutions to be able to replace this and maintain excellent client service whilst ensuring they remain compliant and avoid fraud.
And what innovations were you seeing in the market?
With social distancing requiring people to stay at home and the interactions between lawyers and their clients having to be done remotely, like most in the sector, the ‘shift to the left’ of customer service has been sped up. “Shift left means moving the person, process, or technology closer to the customer, resulting in a faster and more efficient and effective resolution” which is what we are seeing as key to law firm innovation.
Remaining compliant whilst meeting the needs of clients and still delivering excellent experience became even more competitive. With the surge in properties going on the market and thus sales and purchases increasing, the need for conveyancers to have the tools at hand to make their lives easier was even more urgent.
This resulted in our solution meeting the needs of those forward-thinking firms that knew they had to evolve and fast. We have been able to offer a wrap around response to our law firm customers that meant they could accept a quote, verify their identity, complete important forms and pay their monies on account quickly and securely from home. This undoubtedly really helped create reassurance for customers of legal services in a time of so much uncertainty.
What are your predictions for the sector in 2022 and beyond?
We really believe that there will be a rapid move toward solutions which put law firms’ clients at the centre of everything they do. The experiences of 2020 and into this year has forced the industry to leave antiquated methods and cultures behind. Those that don’t may see their businesses fail.
Securely connecting your people, by that we mean both your staff and your clients, anytime and anywhere, is key. We have found that where a truly digital workspace is created, this can really help speed up the conveyancing process and improve customer experience. The result of this is that you have a happy customer, there will be repeat engagement between law firm and client and are likely to engage in other services offered. We really feel that this shift, expedited by the pandemic, will continue in 2022 and beyond.
Have you got any messages for the sector and our short listers?
We have a history in supporting the sector for many years, with our roots based in running the Law Firm Services Conveyancing Conference and LFS Awards, and developing technology solutions for law firms, we understand the conveyancing industry and have very close links with it. We know that 2020 was an incredibly stressful and demanding year and, since the SDLT extension, 2021 sees these pressures continue.
Our desire is to help law firms, lawyers and clients connect and communicate effectively ensuring a fast, compliant and efficient experience for all.
We would like to thank the whole sector for its dedication to always striving to bring the very best to home movers across the country and to the short listers, well done! Here at Minerva we are on a mission to support lawyers in their aim to deliver the best possible customer service to their clients, so we are really excited to be sponsoring this category!
The sector has really faced some unbelievable hurdles and testing times and we are thrilled to be a part of an awards that is going the extra distance to acknowledge the monumental effort the entire industry has made.
Thank you to Minerva for their support for The British Conveyancing Awards 2021.
The British Conveyancing Awards are taking to the virtual stage on Tuesday 25th May 2021 with the multi-award winning journalist and broadcaster Samira Ahmed leading the celebrations. Registrations will open shortly to book your virtual seat.
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