Page 11 - Annual Review 2015-2016

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1. Understanding Our Clients Strategy

Understanding our clients Why this is important

We collaborate with our clients, enabling them Sector insight is key to our ambitious market In repeated research, the number one reason
to achieve their commercial objectives. strategy. Through greater industry knowledge for clients discriminating between legal
We lead the way in the development and and a better understanding of their needs we service providers is the degree to which their
use of client tailored technology, using data provide outstanding benefits for our clients; business is understood.
as an opportunity to inform better decisions. smarter decisions, reduced risks, greater
clarity and flexibility.

Rybka have enjoyed an excellent working relationship with DWF for a number of years. The team provide cradle to grave
commercial law support, from advising on terms of appointment and associated documentation through to supporting claims and
other contentious matters when these arise. The team are very responsive when dealing with matters on our behalf.

They understand the issues that arise and always do what they say they will do in a timely manner. They have an eye for detail
but also maintain a pragmatic focus on the main issues without getting bogged down. A key benefit in our dealings has been a
willingness to engage with our wider team in an advisory role to provide an insight into issues relevant to us and to demystify the
legal process. - Colin Hodge, Rybka, Director

What we achieved Why it was important How we delivered

We developed the • To provide our clients with the best possible • We invested in a client relationship team with
Client Relationship service by acquiring a deep understanding of experienced client relationship managers who work
Management programme. their strategic objectives and goals, both at an across the business to ensure a holistic client service
individual and corporate level
• We provided an independent contact for the client in
• To add more value to our client relationships by addition to the lawyer handling the transaction
truly putting the client at the centre of our thinking
across the whole business • We held regular Client Service team meetings to
discuss the client experience and set objectives
• To help us develop mutually beneficial, long term around improvement/development
relationships with our clients.
• We ensured clients have access to our full range of
service lines, sector experience and international reach

• We ensured that, where beneficial, clients are
offered training, secondments, use of our office space
and products

• We held annual independent client review meetings
undertaken between the relationship manager and client.

We established the • To provide strategic direction and support to • We provided an independent review body for the way
Client Development the business regarding the client experience we clients are being managed in the business, which
Executive (CDE). have developed an executive team made up of challenges how we can improve our service offering
senior leaders within DWF. Chaired by the Client
Development Director, the group meets monthly • We discussed and developed new initiatives to
and disseminates advice/information relating to enhance the client experience e.g. development of new
developments that can support our client service products intended to save costs and improve delivery
of our service.
• To ensure that we are continually improving the
level of service to our clients and closing the gap
between our clients’ expectation and perception.