Perfect Portal helps you exceed your clients’ expectations and win more business. Read our customer’s story to see how Perfect Portal changed the way they work.
Perfect Portal spoke to Gaby Williams, Project Manager at Crane & Staples, about how things at the firm changed after implementing the Perfect Portal app.
Challenge
“Before implementing our app, the primary challenge we faced was the speed of returning forms. We would send clients protocol forms, such as the property information form, either by email or post. This process often took weeks to complete.
Another significant challenge was keeping track of leads and enquiries, including who was waiting for a response, who needed follow-ups, or who had declined. Occasionally, clients assumed their case would proceed without formally confirming their intent to work with us. Perfect Portal is a much easier way of keeping track of leads and conversions!
Finally, collecting payment on account was sometimes challenging because clients needed to be reminded to make payment separately, outside of the digital onboarding process. This delayed matters, as we couldn’t progress their case without the payment. Now, clients can make payments quickly and effortlessly in just a few clicks using the app, their phone and their digital wallet.”
The Perfect Portal app lets your clients complete protocol forms, make payments on account, and instruct, all within one place complete with your firm’s name and full branding.
Solution
“Having an app has transformed the onboarding experience. It’s so much easier and more efficient for both us and our clients. Clients can fill out the initial information and protocol forms immediately, reducing delays. Payment on account is typically received the same day, as the process is simple and convenient for clients to complete.
The feedback from clients using the app has been positive. For example, in the firm’s Legal 500 rankings for 2025, one referee commented “They have implemented a really helpful app so that you can see how things are progressing and what is expected of you”.
The app has had a huge positive impact on our internal team. For starters, it has significantly reduced the workload on our support team, who no longer spend as much time managing initial enquiries and chasing onboarding tasks. Instead, they can focus on high-value activities, such as progressing cases and providing personalised support to clients.”
To talk about how Perfect Portal can help you improve your firm, get in touch insight@perfectportal.co.uk
