Paula Cooke, Business Consultant at Redbrick Solutions, shares insights into how her role impacts clients, the strategies she uses to build and sustain strong client relationships, and how legal case management can help law firms overcome key challenges.

1.  What are the key responsibilities of your role?

PC: My main focus is ensuring our clients are satisfied and making the most of Redbrick’s legal case management. I ensure that law firms are fully aware of all the features Redbrick offers and how these tools can streamline their processes to deliver the best possible service to their clients.

I provide training for new users, assist with the rollout of new features and processes, and offer upgrades and refresher sessions. Staying up to date with our clients’ businesses allows me to anticipate their needs and understand the challenges they face, so I can suggest ways Redbrick can help them overcome those obstacles.

I also assist clients in customising Redbrick to fit their specific workflows and processes. Keeping them updated on new integrations and third-party providers is another key part of my role, as well as setting up those integrations for them.

Finally, I regularly share client feedback with our product and development teams, ensuring that our software continues to evolve in ways that meet our clients’ needs.

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

PC: I prioritise regular communication and actively listen to the challenges law firms face. By sharing our knowledge and expertise, I help build trust and confidence with our clients.

Being approachable is key, and I always take ownership of any queries or issues that arise to ensure our clients feel supported every step of the way.

3.  What challenges have clients faced, and how has the implementation of Redbrick’s legal case management aided in resolving them?

PC: One challenge clients face is ensuring a smooth onboarding experience for their clients. At the outset, there’s often a significant amount of paperwork and information to exchange. Redbrick simplifies this by allowing law firms to register their clients for the portal during the quoting stage, where clients can complete questionnaires that provide the necessary information. This data can automatically update fields in Redbrick, reducing manual entry. Clients can also submit completed Protocol Forms through the portal, which are then saved directly into their case in Redbrick. Additionally, integrations for AML and Source of Funds Checks support the onboarding process, and clients can securely upload documents through the portal.

Another challenge is ensuring that internal business processes are consistently followed. Redbrick’s Progress Screen tasks help law firms build workflows tailored to their unique procedures. While many firms face similar challenges, each has its own processes. Redbrick’s flexibility allows them to create workflows that support their specific needs, rather than forcing them to adapt to a rigid system.

Clients also face the challenge of managing key dates, such as Completion Dates, Official Search Expiry Dates, and Mortgage Offer Expiry Dates. Redbrick enables firms to set tasks that prompt them to track these dates as they arise. The Land Registry integration also enables users to automatically map received Official Search Expiry dates directly into fields within Redbrick. Firms can monitor these dates through reports, which can be scheduled to be emailed to the relevant staff for review and action.

4.  Have you observed any significant trends or patterns in your interactions with clients?

PC: Recently, client onboarding has been discussed frequently, as it is often the first impression a law firm makes on potential clients, so ensuring a smooth and polished experience is essential.

Stamp Duty Land Tax is often discussed as being a costly and complex element of property transactions. Redbrick’s new integration with STAMP simplifies complex SDLT calculations and ensures that Redbrick users can offer their clients more information and choice, helping them avoid overpaying on SDLT and providing peace of mind throughout the process.

AML is another recurring topic, particularly discussions around Source of Funds and Biometric AML. Additionally, there’s been a lot of focus on accounting systems, with firms expressing concern about the shrinking market and their desire for more choice. Redbrick now offers powerful Legal Accounting Software designed specifically for law firms, offering a customised platform to effortlessly manage both client money and firm money. This partnership enhances Redbrick’s comprehensive legal case management capabilities, providing our clients with a streamlined solution for managing all their accounting needs within a single, integrated legal case management system.

To discover how your law firm can digitally manage legal processes with Redbrick Solutions, download our brochure or request a software demo.