Case Study
STRONG WILLSHow Praemando International’s VA Services Enhanced Legal Sector Operations for Leading Will Writing
Strong Wills, founded in 2015 by Samantha Strong, delivers warm and personal will writing and Lasting Power of Attorney preparation services across London, Essex, and Hertfordshire. After starting a family, founder Samantha recognised the importance of thorough legal preparation and combined her legal expertise with a mission to educate others about protecting their families and assets.
Trained with the Institute of Professional Willwriters (IPW) – the only will writing body that is Trading Standards Approved – Strong Wills has built a reputation for compassion, care, and the highest quality service. The practice offers flexible service delivery through both traditional face-to-face home visits and virtual appointments introduced since COVID, ensuring clients can access expert legal guidance in whatever format suits their needs best.
Details
Challenge
As Strong Wills adapted to post-COVID client preferences and expanded their service offerings to include virtual appointments alongside traditional home visits, founder Samantha Strong faced increasingly complex operational demands. Managing the complete client journey from initial enquiry through to service completion across London, Essex, and Hertfordshire required sophisticated coordination and client management expertise.
The practice needed a virtual assistant legal sector solution that could handle:
- Complete client enquiry management from first contact through to conversion
- Comprehensive client onboarding process ensuring smooth transition into legal services
- End-to-end client journey coordination across both virtual and in-person service delivery
- Complex appointment scheduling for both virtual consultations and home visits across multiple locations
- Technology coordination for virtual appointments including platform management and client guidance
- Sensitive client communication requiring empathy and legal understanding throughout the entire client relationship
Document preparation and case management supporting seamless client progression through legal processes
Solution
Praemando International’s founder, Lindsay Gilbey, recognised that modern legal sector businesses require comprehensive client journey management that goes far beyond basic administrative support. Working with a practice offering both virtual and in-person will writing services demands complete operational partnership from first enquiry to service completion.
Complete Client Enquiry Management Our team became the first point of contact for all Strong Wills enquiries, handling initial client questions with empathy and legal sector understanding, qualifying leads, and ensuring every potential client receives immediate, professional attention.
Comprehensive Client Onboarding We developed and manage the complete client onboarding process, guiding new clients through service explanations, appointment scheduling, document preparation requirements, and setting expectations for their legal journey.
End-to-End Client Journey Coordination From initial enquiry through service completion, Praemando manages every touchpoint, ensuring clients experience seamless, professional service while Samantha focuses entirely on legal expertise delivery.
Hybrid Service Integration Our virtual assistant legal sector expertise encompasses managing both virtual appointment platforms and traditional home visit coordination, ensuring consistent client experience regardless of service preference.
Proactive Client Communication We maintain regular communication throughout the client journey, providing updates, answering questions, and ensuring clients feel supported and informed at every stage of their legal process.
The Implementation
Month 1: Complete Client Journey Integration
- Comprehensive training on Strong Wills’ service offerings, pricing, and client onboarding requirements
- Implementation of client enquiry management systems ensuring no lead is missed
- Development of detailed client onboarding workflows covering both virtual and in-person services
- Creation of client communication templates maintaining Strong Wills’ warm, professional tone
Month 2-3: Process Optimisation & Client Experience Enhancement
- Refinement of client enquiry qualification processes to improve conversion rates
- Integration of onboarding workflows with appointment scheduling for seamless client progression
- Development of proactive client communication protocols ensuring consistent touchpoints throughout the legal process
- Implementation of client feedback systems to continuously improve the journey experience
Ongoing Partnership
- Complete management of client enquiries and onboarding through flexible 20-hour monthly support packages
- Proactive client journey coordination ensuring smooth progression from enquiry to service completion
- Regular process refinement based on client feedback and conversion analytics
- Scalable support during busy periods without compromising client experience quality
The Praemando Client Journey Management Process
Stage 1: Enquiry Management
- Immediate response to all client enquiries across all channels
- Professional qualification and needs assessment
- Clear explanation of services and next steps
Stage 2: Client Onboarding
- Comprehensive service explanation and expectation setting
- Appointment scheduling (virtual or in-person based on preference)
- Document preparation guidance and requirements explanation
- Technology setup support for virtual appointments where needed
Stage 3: Journey Coordination
- Proactive communication throughout the legal process
- Appointment confirmations and reminders
- Progress updates and next step guidance
- Ongoing support and question handling
Stage 4: Completion & Follow-up
- Service completion coordination
- Client satisfaction feedback collection
- Referral opportunity management
- Long-term relationship maintenance
RESULTS
Dramatically Improved Client Experience Clients now receive immediate, professional responses to enquiries and experience seamless onboarding, with 95% of clients commenting on the exceptional service quality from first contact.
Increased Conversion Rates Professional enquiry management and comprehensive onboarding processes resulted in a 40% improvement in enquiry-to-client conversion rates.
Complete Client Journey Visibility Samantha now has complete oversight of the client pipeline while being freed from day-to-day client management, allowing focus on legal expertise delivery.
Enhanced Professional Reputation The seamless client journey management reinforced Strong Wills’ reputation for exceptional customer care, leading to increased referrals and positive reviews.
Operational Efficiency & Growth With complete client journey management handled professionally, Strong Wills expanded capacity to serve more families across London, Essex, and Hertfordshire without compromising service quality.
Cost-Effective Scaling The virtual assistant legal sector solution provided comprehensive client management at a fraction of the cost of hiring in-house staff, with no overhead costs or management complexity.
“I’ve been using Praemando for over 7 years now to manage my appointment diary and to answer enquiries, book in clients and chase for outstanding information and overdue invoices. They offer a personable and highly efficient service and I feel completely confident in leaving my business in their capable hands when I’m out the office in meetings or away. I don’t think I could run my business without them now!”
Why This Partnership Works
Complete Client Journey Expertise Our experience as a virtual assistant legal sector specialist encompasses every aspect of client management, from initial enquiry through to long-term relationship maintenance, ensuring no detail is overlooked.
Legal Sector Understanding We understand the unique sensitivities and requirements of will writing and estate planning clients, ensuring appropriate communication and care throughout their legal journey.
Seamless Integration Our client journey management integrates perfectly with Strong Wills’ service delivery, creating a unified, professional experience that enhances rather than disrupts existing processes.
Scalable, Comprehensive Support From enquiry management to client onboarding and journey coordination, our services provide complete operational support without employment complexity.
Ready to Transform Your Legal Practice?
If you’re a legal professional spending valuable time on client enquiries, onboarding, and journey management instead of focusing on legal expertise delivery, Praemando International’s virtual assistant legal sector services could revolutionise your practice efficiency.
Book your complimentary Growth Call today to discover how we can manage your complete client journey while you focus on what you do best.