Conveyancing firm, ONP Solicitors, has announced a significant change to its working processes in a bid to improve customer service and increase turnaround times.
The firm has reduced the number of cases handled by each case manager by 30%, thereby transforming its workload management and creating a better work environment for its case managers while boosting client satisfaction.
This strategic decision aligns with ONP’s commitment to prioritising the well-being and mental health of its case managers and improving the quality of service for both customers and intermediaries.
The reduced caseload, which was tested over the past quarter, resulted in a notable 25% increase in customer satisfaction levels and the Net Promoter Score, alongside a substantial 56% decrease in complaints.
ONP Solicitors has additionally implemented cutting-edge technology to digitize core back-end processing, enabling case managers to deliver improved efficiency, speed, and accuracy in handling conveyancing cases.
The firm has also reduced the number of trainees, concentrating on the expertise of experienced case managers. This has accelerated transaction times and lifted the standards of customer service.
Craig Underwood (pictured), group chief operating officer at ONP Group, said: “Following the impact of the stamp duty holidays and the Liz Truss Budget, we embarked on a purpose-led journey by ensuring we differentiated ourselves based on service quality. We received feedback from clients, introducers, and internal colleagues and implemented changes accordingly.”
ONP’s strategy now focuses on establishing a closer relationship between case managers and clients, including each client receiving a personal call from a case manager within 24 hours of case submission.
“We have intentionally set our average caseloads at 65, substantially below our competitors. This allows our case managers to maintain prompt communication, provide comprehensive support throughout the entire conveyancing process and deliver unparalleled attention to detail,” Underwood added.
Further investment includes the hiring of a dedicated senior resource and capacity planner to continually evaluate processes and determine the firm’s capacity based on case managers’ skills and availability.
This step aims to ensure that ONP Solicitors provides consistent, resilient, and superior client services while maintaining the highest operational standards for its team.
