This week PLS Solicitors launches its real people, colourful dreams campaign to highlight that the industry should do more to relieve the level of stress experienced by house movers. Wholly focussed on providing excellence in customer service throughout every stage of the conveyancing process, real people, colourful dreams recognises the challenges faced by all customers.
“The average UK resident stays in their home for 21 years’ and so much has changed in that time” says Rob Thomas, Co-Founder of PLS Solicitors. “The traditional local solicitors office has had to evolve. Not only do customers want information at the touch of their fingertips but with growing risks like property fraud and false impersonation, conveyancers have had to change their approach to improve accuracy through technology.”
Every year PLS Solicitors undertakes around 10,000 home move transactions. In 2019, it stepped up its technology infrastructure with the introduction of Robotic Process Automation and launching its customer portal via the App Store and there is much more to come.
Over the next year PLS will be telling the stories of its customers and their personal experiences to highlight how the house moving industry must change.
“Conveyancers must do more to reduce the stress for customers but more connectivity is required between all parties – banks and lenders, conveyancers, estate agents and the Land Registry, notwithstanding that our legal process needs to get easier.” says Dan Hickey, Managing Director.
Hickey continues “As conveyancers, we have a responsibility to ensure customers legally secure their home or sale but at the same time we must act in a responsive and caring way. Our customers range from downsizers to first time buyers and growing families and all have different needs. Our view is that we need to do the hard work, not our customers. We will help our customers focus on what matters to them.”
PLS’ 24/7 portal is now available on the app store
Customers will continue to look for improvements in communication, transparency and they want to be in control of their transaction. Online portals and apps will play a significant role in allowing customers to have access to their transaction as and when they need it.
PLS launched its 24/7 Portal app in 2019 for both Apple and Android.