Legal Referral App Development

Industry

HR Services, Payroll, Legal

Timeline

Ongoing

Services

• — Market research
• — Partnership facilitation
• — Website creation
• — Custom referral tool development
• — Marketing collateral
• — Sales training and support
• — Client webinars

Outcomes

• +Increased client retention and LTV
• +Increased client satisfaction
• +Increased client utilization
• +Reduced service team call volume
• +Expansion into a new market segment

A Fortune 500 company partnered with Tarkenton to improve its processes for delivering a legal referral service to business clients. We evaluated their manual service delivery step-by-step, mapped a user journey that addressed friction points, designed and piloted a minimum viable product, and then developed a mobile app and web-based application to fully automate the client experience. Tarkenton continues to enhance the experience through data-driven insights, while still providing one-on-one phone service for clients who prefer a personal approach.

A business services provider approached Tarkenton with the goal of incorporating a legal referral solution into its small-to-mid-sized business service offerings. The partner challenged Tarkenton to research, identify, and conduct due diligence on a suitable legal referral services provider. In addition, Tarkenton would manage service delivery and develop additional capabilities to improve the client experience as needed.

Our team tackled this opportunity in four steps.

1. 01

   Find the right partner

   Tarkenton began this project by searching for a suitable legal referral service partner. We identified a high-quality legal referral service that was looking to expand into the business market. As the two partners' goals and capabilities aligned perfectly, Tarkenton facilitated the relationship and began mapping the ideal client experience for this new service — testing and iterating to evaluate ideas.

2. 02

   Operate as the intermediary

   In the early stages, Tarkenton assumed the role of service intermediary, handling inbound phone calls from clients and personally connecting them with legal referral specialists, who in turn connected the client with a local attorney. We adopted this approach to better understand client needs, identify friction points, pilot improvements, and recommend additional investments in technology to better automate the experience.

3. 03

   Design the digital experience

   After operating, learning, and testing within this model, Tarkenton recommended an investment in a tech-driven experience designed to minimize touchpoints for clients in the legal referral process. Our team mapped out user journeys to identify all possible pain points and developed a proposal for an online and mobile app referral platform that would be fully integrated with our partner's user platform.

4. 04

   Build and launch

   Our development team quickly went to work and created the proposed solution within five months of project kickoff.

The legal service quickly proved to be one of the most popular and oft-used features in the partner's service bundle, and has been a tremendous value-add and growth opportunity for our partners. Performance since developing the online legal referral tool has surpassed expectations. After the launch of the mobile app and online platform, Tarkenton has continued to offer a personalized phone referral service for clients who are either unaware of the digital platform or prefer the more personal approach — but in the six months after launch, 86% of referrals were requested and delivered via the digital solution. Call volume decreased 56% year-over-year, dramatically improving efficiency for service and support teams. Client satisfaction increased significantly, from a quarterly average of 7.3 out of 10 in the quarter immediately preceding the platform's release, up to an average of 8.8 out of 10 in the quarters following.

• +Increased client retention and LTV
• +Increased client satisfaction
• +Increased client utilization
• +Reduced service team call volume
• +Expansion into a new market segment