We believe that the highest standards of client care should be accessible to all and that every client deserves a partnership built on care, clarity and long-term success. With over 11 years of experience within Redbrick Solutions, Scot Rawlings our Helpdesk Manager, shares his insights into how our helpdesk team builds strong client relationships, delivers fast and reliable support. And how they continue to meet the evolving expectations of legal professionals.

1.  Can you tell us about the key responsibilities of your role at Redbrick Solutions and what a typical day looks like for you?

SR: As the Helpdesk Manager, I lead the support team and oversee all helpdesk operations. I’m responsible for making sure customer issues are resolved quickly, professionally, and in line with our SLAs. I manage escalations, monitor team performance, and ensure we deliver a high level of service to law firms and conveyancers who rely on our platform.

Overall, my role is to keep the helpdesk running smoothly, support my team, and make sure our customers feel confident and looked after when using Redbrick. 

2.  What strategies do you and the support team use to build and maintain strong client relationships?

SR: Every support ticket isn’t just a task; it’s someone’s workday, someone’s stress level, someone’s deadline. So, we try to understand not only the firm’s needs but also the individual behind the request. Understanding the impact an issue can have and setting the client expectation goes a long way.

3. Legal professionals work under precise deadlines; how does Redbrick ensure fast and reliable client care and support?  

SR: We’re very aware that even small delays can have real consequences for legal teams. That’s why we prioritise anything affecting active files or time-sensitive work. Clear escalation paths help us get complex issues to the right people quickly, and having an experienced team with a strong knowledge base means fast resolutions.

4. What’s one feature of Redbrick that clients consistently tell you they can’t work without?

SR: Our document automation and HM Land Registry integrations. Being able to generate accurate documents within seconds, with information pulled straight from the file, saves an incredible amount of time. Many clients tell us they couldn’t imagine going back to a manual process for piecing documents together.

5. Can you tell us about the most rewarding feedback you’ve received from a client?  

SR: The moments that stay with me are where you can hear the relief in someone’s voice. Whether it’s a quick training question or a complicated software issue, you can tell when the resolution genuinely lifts a weight off their shoulders, especially when deadlines are looming. Knowing you’ve made someone’s day a little easier is incredibly rewarding.

6. How have client expectations evolved in the legal technology industry?  

SR: Clients now expect technology to be intuitive, adaptable, and fully integrated into their daily workflows. There’s less patience for steep learning curves and more emphasis on software that “just works” and works fast. They also look for more transparency: clear timelines, proactive updates, and training resources that let them solve problems independently when they want to. Above all, firms want a partner, not just a product; they expect ongoing value.

7. How does Redbrick stay ahead in terms of client care and support?  

SR: We make a point of really listening to our clients. Their feedback shapes our software updates, provides us with a focus area for training materials, and influences how we prioritise support. When clients tell us what works and what doesn’t, we take it seriously and act on it.

8. If a firm is hesitant about adopting new technology, how do you help them overcome that?  

AH: It’s only natural to feel hesitant when adopting new technologies, but rest assured, it will be one of the best decisions they make. Although change can sometimes be challenging, it is the positive changes that make a real impact, streamlining processes and tasks, and ultimately reducing the time spent managing a file. 

9. What do you feel sets Redbrick apart from other legal case management software providers?   

SR: Redbrick combines robust legal-specific functionality with a philosophy built around partnership. While our software is designed with a deep understanding of conveyancing workflows, I believe it’s our people who differentiate Redbrick Solutions. We take pride in being accessible, knowledgeable, and genuinely invested in the success of each firm. Clients know that when they reach out, they’re talking to someone who understands their work and truly cares about helping them succeed.

Experience client care that supports you from day one. To discover more about Redbrick Solutions’ intuitive, user-friendly legal case management software, download our brochure or request a software demonstration.