Exemplary service shortlisted for two prestigious legal industry awards
Morgan Cole has been short-listed for two prestigious Managing Partner Forum Awards; most innovative client service and best use of systems to enhance client experience.
The 12th annual awards will be held in London on 12 March 2014. They form an integral part of the MPF International Management Excellence Summit and were launched to recognise advisory firms across the professions that are judged to be best managed.
The basis of the shortlisting is Morgan Cole’s ‘Exemplary Service’ programme, which encapsulates the firm’s approach to providing exemplary services, delivered by exemplary people. The programme was launched as a result of an extensive feedback exercise involving both clients and staff members. It engages all members of the firm including fee earners and support staff and includes client feedback, staff feedback, matter management and KPI reporting, training and development, client focus groups and Corporate Social Responsibility (CSR).
Morgan Cole has also implemented a bespoke case management system revolutionising its approach to delivering services to clients and reporting as part of the ‘Exemplary Service’ programme. It is this system, and our innovative use that has been shortlisted for the ‘best use of systems to enhance client experience’ award.
The bespoke system was developed to meet the specific reporting needs of NHS Wales Shared Services Partnership, a key client for Morgan Cole. The system is based on a re-usable template which drives efficiency and agility of response to client’s needs. It includes full collaboration between operational, technical and transactional elements of the business. This has provided exemplary service to a complex organisation and paved the way for numerous other contracts to be serviced in a similar way, driving real business value.
Eve Piffaretti, a Partner with Morgan Cole explains: "Our approach to case management has revolutionised the management of our contract with the NHS Wales Shared Services Partnership. At a time when the health service faces massive financial pressure and funding gaps, the need to improve efficiency and make savings without impacting on quality of legal services has intensified. We now provide full transparency on all the matters we are advising on and demonstrates the benefits of our service. These MI and KPI reporting systems have been central to effective co-ordination of the contract and enabled us to secure this prestigious contract for a further year".
Elizabeth Carr, Managing Partner of Morgan Cole adds: "Feedback from both clients and staff has told us that our approach to delivering exemplary service is truly unique. As a firm, we aspire to be trusted advisors delivering exemplary services to organisations in the private and public sectors. We are absolutely focussed on our clients’ needs and how we can meet them profitably. Being shortlisted for these two highly prestigious awards is a great achievement and testament to our people."