BUILDING TRUST TO ENHANCE THE CLIENT EXPERIENCE

Industry: Legal
Our client is a leading Australian consumer law firm with a mission to give people easier access to world class legal services. Founded in 1935, the firm provides specialist legal and complementary services in a broad range of areas, including personal injury, superannuation and insurance, class actions, commercial litigation and employment law.

EXECUTING A CUSTOMER-CENTRIC ENTERPRISE STRATEGY

Industry: Legal 

Our client is a leading Australian consumer law firm with a mission to give people easier access to world class legal services. Founded in 1935, the firm provides specialist legal and complementary services in a broad range of areas, including personal injury, superannuation and insurance, class actions, commercial litigation and employment law.

BUILDING TRUST TO ENHANCE THE CLIENT EXPERIENCE

Industry: Legal 

Our client is a leading Australian consumer law firm with a mission to give people easier access to world class legal services. Founded in 1935, the firm provides specialist legal and complementary services in a broad range of areas, including personal injury, superannuation and insurance, class actions, commercial litigation and employment law. 

BUILDING TRUST TO ENHANCE THE CLIENT EXPERIENCE

Industry:

Legal Our client is a leading Australian consumer law firm with a mission to give people easier access to world class legal services. Founded in 1935, the firm provides specialist legal and complementary services in a broad range of areas, including personal injury, superannuation and insurance, class actions, commercial litigation and employment law. 

BUILDING TRUST TO ENHANCE THE CLIENT EXPERIENCE

Industry: Legal 

Our client is a leading Australian consumer law firm with a mission to give people easier access to world class legal services. Founded in 1935, the firm provides specialist legal and complementary services in a broad range of areas, including personal injury, superannuation and insurance, class actions, commercial litigation and employment law. 

CHALLENGE & SOLUTION

An ongoing commitment to exceptional service, increased competition, limited growth due to market pressures, and declines in work accident rates and motor vehicle deaths, all contributed to the law firm putting a stronger spotlight on client experience. So much so, that the CFO called out a client first focus as the firm’s number one strategic priority. Executing against this priority involved a range of initiatives to improve systems and processes to simplify and enhance the client intake process and building the capability of lawyers to quickly develop trusting relationships with prospective clients.
After designing and piloting client intake training in-house, Spring Point was engaged to reimagine the approach, to ensure that it was highly engaging and aligned to the diverse learning needs of a national workforce. Key to our approach was ‘blending out’ the solution from a once-off training event, to a multi-faceted experience including video-based learning primers and on-the-job support tools.

CHALLENGE & SOLUTION

An ongoing commitment to exceptional service, increased competition, limited growth due to market pressures, and declines in work accident rates and motor vehicle deaths, all contributed to the law firm putting a stronger spotlight on client experience. So much so, that the CFO called out a client first focus as the firm’s number one strategic priority. Executing against this priority involved a range of initiatives to improve systems and processes to simplify and enhance the client intake process and building the capability of lawyers to quickly develop trusting relationships with prospective clients.
After designing and piloting client intake training in-house, Spring Point was engaged to reimagine the approach, to ensure that it was highly engaging and aligned to the diverse learning needs of a national workforce. Key to our approach was ‘blending out’ the solution from a once-off training event, to a multi-faceted experience including video-based learning primers and on-the-job support tools.

CHALLENGE & SOLUTION

An ongoing commitment to exceptional service, increased competition, limited growth due to market pressures, and declines in work accident rates and motor vehicle deaths, all contributed to the law firm putting a stronger spotlight on client experience. So much so, that the CFO called out a client first focus as the firm’s number one strategic priority. Executing against this priority involved a range of initiatives to improve systems and processes to simplify and enhance the client intake process and building the capability of lawyers to quickly develop trusting relationships with prospective clients.
After designing and piloting client intake training in-house, Spring Point was engaged to reimagine the approach, to ensure that it was highly engaging and aligned to the diverse learning needs of a national workforce. Key to our approach was ‘blending out’ the solution from a once-off training event, to a multi-faceted experience including video-based learning primers and on-the-job support tools.

CHALLENGE & SOLUTION

An ongoing commitment to exceptional service, increased competition, limited growth due to market pressures, and declines in work accident rates and motor vehicle deaths, all contributed to the law firm putting a stronger spotlight on client experience. So much so, that the CFO called out a client first focus as the firm’s number one strategic priority. Executing against this priority involved a range of initiatives to improve systems and processes to simplify and enhance the client intake process and building the capability of lawyers to quickly develop trusting relationships with prospective clients.

After designing and piloting client intake training in-house, Spring Point was engaged to reimagine the approach, to ensure that it was highly engaging and aligned to the diverse learning needs of a national workforce. Key to our approach was ‘blending out’ the solution from a once-off training event, to a multi-faceted experience including video-based learning primers and on-the-job support tools.

CHALLENGE & SOLUTION

An ongoing commitment to exceptional service, increased competition, limited growth due to market pressures, and declines in work accident rates and motor vehicle deaths, all contributed to the law firm putting a stronger spotlight on client experience. So much so, that the CFO called out a client first focus as the firm’s number one strategic priority. Executing against this priority involved a range of initiatives to improve systems and processes to simplify and enhance the client intake process and building the capability of lawyers to quickly develop trusting relationships with prospective clients.

After designing and piloting client intake training in-house, Spring Point was engaged to reimagine the approach, to ensure that it was highly engaging and aligned to the diverse learning needs of a national workforce. Key to our approach was ‘blending out’ the solution from a once-off training event, to a multi-faceted experience including video-based learning primers and on-the-job support tools.

WHAT WE DID

Training redesign
Facilitation
Train-the-trainer delivery
Video production
Infographic design
Quick reference guide development

WHAT WE DID

Training redesign
Facilitation
Train-the-trainer delivery
Video production
Infographic design
Quick reference guide development

WHAT WE DID

Training redesign
Facilitation
Train-the-trainer delivery
Video production
Infographic design
Quick reference guide development

WHAT WE DID

Training redesign
Facilitation
Train-the-trainer delivery
Video production
Infographic design
Quick reference guide development

WHAT WE DID

Training redesign
Facilitation
Train-the-trainer delivery
Video production
Infographic design
Quick reference guide development

 

 

CALLOUT

Firm-Wide Relevance

The face-to-face training was redesigned to be applicable to all lawyers to support implementation at scale. Interviews were conducted with subject matter experts and state-based leads to design customised quick reference guides to account for different content in line with local and /or practice-based nuances regarding scheme structure and the provision of advice.

Fun and Interactive

Rather than a lecture or presentation format, this redesign was an opportunity to incorporate a greater level of interactivity through small group activities, case studies, scenarios, games and reflective exercises underpinned by clear learning goals. This medley of approaches was used to bring the content to life, namely developing rapport and trust, and meeting client needs throughout the intake process.

For Lawyers, by Lawyers

To ensure the credibility of the training, we partnered closely with practice leads throughout the redesign and created opportunities for workshops to be facilitated by senior lawyers. This provided a valuable avenue for well-respected lawyers to actively share their knowledge and experience with more junior staff, through storytelling and coaching.  Additionally, we developed a ‘Vox Pop’ style video capturing tips and strategies for developing trust from some of the firm’s most respected lawyers in order to capitalise on and share internal expertise.

CALLOUT

Firm-Wide Relevance

The face-to-face training was redesigned to be applicable to all lawyers to support implementation at scale. Interviews were conducted with subject matter experts and state-based leads to design customised quick reference guides to account for different content in line with local and /or practice-based nuances regarding scheme structure and the provision of advice.

Fun and Interactive

Rather than a lecture or presentation format, this redesign was an opportunity to incorporate a greater level of interactivity through small group activities, case studies, scenarios, games and reflective exercises underpinned by clear learning goals. This medley of approaches was used to bring the content to life, namely developing rapport and trust, and meeting client needs throughout the intake process.

For Lawyers, by Lawyers

To ensure the credibility of the training, we partnered closely with practice leads throughout the redesign and created opportunities for workshops to be facilitated by senior lawyers. This provided a valuable avenue for well-respected lawyers to actively share their knowledge and experience with more junior staff, through storytelling and coaching.  Additionally, we developed a ‘Vox Pop’ style video capturing tips and strategies for developing trust from some of the firm’s most respected lawyers in order to capitalise on and share internal expertise.

CALLOUT

Firm-Wide Relevance

The face-to-face training was redesigned to be applicable to all lawyers to support implementation at scale. Interviews were conducted with subject matter experts and state-based leads to design customised quick reference guides to account for different content in line with local and /or practice-based nuances regarding scheme structure and the provision of advice.

 Fun and Interactive

Rather than a lecture or presentation format, this redesign was an opportunity to incorporate a greater level of interactivity through small group activities, case studies, scenarios, games and reflective exercises underpinned by clear learning goals. This medley of approaches was used to bring the content to life, namely developing rapport and trust, and meeting client needs throughout the intake process.

For Lawyers, by Lawyers

To ensure the credibility of the training, we partnered closely with practice leads throughout the redesign and created opportunities for workshops to be facilitated by senior lawyers. This provided a valuable avenue for well-respected lawyers to actively share their knowledge and experience with more junior staff, through storytelling and coaching.  Additionally, we developed a ‘Vox Pop’ style video capturing tips and strategies for developing trust from some of the firm’s most respected lawyers in order to capitalise on and share internal expertise.

CALLOUT

Firm-Wide Relevance

The face-to-face training was redesigned to be applicable to all lawyers to support implementation at scale. Interviews were conducted with subject matter experts and state-based leads to design customised quick reference guides to account for different content in line with local and /or practice-based nuances regarding scheme structure and the provision of advice.

 Fun and Interactive

Rather than a lecture or presentation format, this redesign was an opportunity to incorporate a greater level of interactivity through small group activities, case studies, scenarios, games and reflective exercises underpinned by clear learning goals. This medley of approaches was used to bring the content to life, namely developing rapport and trust, and meeting client needs throughout the intake process.

For Lawyers, by Lawyers

To ensure the credibility of the training, we partnered closely with practice leads throughout the redesign and created opportunities for workshops to be facilitated by senior lawyers. This provided a valuable avenue for well-respected lawyers to actively share their knowledge and experience with more junior staff, through storytelling and coaching.  Additionally, we developed a ‘Vox Pop’ style video capturing tips and strategies for developing trust from some of the firm’s most respected lawyers in order to capitalise on and share internal expertise.

CALLOUT

Firm-Wide Relevance

The face-to-face training was redesigned to be applicable to all lawyers to support implementation at scale. Interviews were conducted with subject matter experts and state-based leads to design customised quick reference guides to account for different content in line with local and /or practice-based nuances regarding scheme structure and the provision of advice.

 Fun and Interactive

Rather than a lecture or presentation format, this redesign was an opportunity to incorporate a greater level of interactivity through small group activities, case studies, scenarios, games and reflective exercises underpinned by clear learning goals. This medley of approaches was used to bring the content to life, namely developing rapport and trust, and meeting client needs throughout the intake process.

 For Lawyers, by Lawyers

To ensure the credibility of the training, we partnered closely with practice leads throughout the redesign and created opportunities for workshops to be facilitated by senior lawyers. This provided a valuable avenue for well-respected lawyers to actively share their knowledge and experience with more junior staff, through storytelling and coaching.  Additionally, we developed a ‘Vox Pop’ style video capturing tips and strategies for developing trust from some of the firm’s most respected lawyers in order to capitalise on and share internal expertise.

 

KEY OUTCOMES

Training delivered in all states within short timeframes, co-facilitated by senior lawyers

Detailed facilitator guides and facilitation skill boosters to equip the internal delivery team to successfully implement the solution ongoing

Engaging videos that can be repurposed to support lawyer induction and training refreshers

A more joined up approach to client intake, informed by greater understanding of the process similarities and differences for the various states and practice groups

Successful test case to promote the role of leader-led learning in staff development

KEY OUTCOMES

Training delivered in all states within short timeframes, co-facilitated by senior lawyers

Detailed facilitator guides and facilitation skill boosters to equip the internal delivery team to successfully implement the solution ongoing

Engaging videos that can be repurposed to support lawyer induction and training refreshers

A more joined up approach to client intake, informed by greater understanding of the process similarities and differences for the various states and practice groups

Successful test case to promote the role of leader-led learning in staff development

KEY OUTCOMES

Training delivered in all states within short timeframes, co-facilitated by senior lawyers

Detailed facilitator guides and facilitation skill boosters to equip the internal delivery team to successfully implement the solution ongoing

Engaging videos that can be repurposed to support lawyer induction and training refreshers

A more joined up approach to client intake, informed by greater understanding of the process similarities and differences for the various states and practice groups

Successful test case to promote the role of leader-led learning in staff development

KEY OUTCOMES

Training delivered in all states within short timeframes, co-facilitated by senior lawyers

Detailed facilitator guides and facilitation skill boosters to equip the internal delivery team to successfully implement the solution ongoing

Engaging videos that can be repurposed to support lawyer induction and training refreshers

A more joined up approach to client intake, informed by greater understanding of the process similarities and differences for the various states and practice groups

Successful test case to promote the role of leader-led learning in staff development

KEY OUTCOMES

Training delivered in all states within short timeframes, co-facilitated by senior lawyers

Detailed facilitator guides and facilitation skill boosters to equip the internal delivery team to successfully implement the solution ongoing

Engaging videos that can be repurposed to support lawyer induction and training refreshers

A more joined up approach to client intake, informed by greater understanding of the process similarities and differences for the various states and practice groups

Successful test case to promote the role of leader-led learning in staff development

           ⟶

⟵           ⟶

 

EXECUTING A CUSTOMER-CENTRIC ENTERPRISE STRATEGY

Industry: Energy
As one of the largest ASX listed investors in renewable energy, the organisation recently refreshed its enterprise strategy to respond to the changing environment in which they operate. The Customer Market Operations team sought out a partner to support them with the execution of their enterprise strategy which centred around three simple priorities: growth, transformation and social license.

 

WHAT WE DID

Leadership Development
eLearning
Workshop Facilitation
Peer Coaching
Train the Trainer
Digital & Print Collateral
Learning Consulting
Blended Learning

 

CHALLENGE & SOLUTION

Following the success of the Everyday Leader program (which was Highly Commended at the 2017 AITD Excellence Awards), they seized the opportunity to continue building the skillsets of ‘everyday leaders’. This continued investment recognises that it’s often the small things, done well and consistently, that have a big impact on performance and engagement.
We partnered with the retail asset management company to create Everyday Leader Beyond, a six month leadership development program that reinforces the role of leaders in embedding the organisation’s new values and translating its brand strategy of Making Things Better, Easier and More Enjoyable into a lived experience for teams.
Everyday Leader Beyond consists of a masterclass series, peer coaching sessions, eLearning modules, People Leader Portal resources and a “Better Way” Showcase to highlight new ideas and ways of leading.

 

CALLOUT

Blended Learning Nous
Our ability to craft a multi-faceted program combining experiential, social and formal learning through both digital and face-to-face channels was key to success. This blended approach sparked deeper dialogue between participants, a greater level of comfort using technology for learning and increased commitment to reflective practice (leaders regularly blogged about their experiences and reflections).

Joined Up Approach
While the target audience for Everyday Leader Beyond was frontline to mid-level managers, we understood the need to involve senior leaders in the solution to create a unified leadership community. One mechanism for this, was the creation of specific roles for senior leaders as ‘captains’ of the peer coaching groups. This role enabled leaders to share their experience and insights with the next level of leaders, while getting to know talent from different parts of the business.

Facilitation Firepower
With 82 shopping centres across the country, the workshop and masterclass components of the Everyday Leader programs required our support for national delivery. We drew on our pool of dynamic facilitators located in every major capital city to engage and stretch participants in immersive and highly interactive sessions.

 

KEY OUTCOMES

The development of new, ‘everyday’ leadership skills with 84% of participants agreeing that they were able to put this learning into practice. What’s more, 69% of senior leaders sponsoring the program noticed the subsequent capability uplift.
Post program, 87% of participants said they had a better appreciation of a leader’s role in creating memorable employee experiences and felt confident to do so. 82% of participants felt more connected with their peers, willing to collaborate and united as one leadership community.
92% of senior leaders agreed that their sponsorship and involvement in the program added value to their own leadership development.

⟵