Thanks to all of you I can formally report that in 2020 Co-op Legal Services performed well.
Like all businesses we faced a unique set of challenges last year. We’d already done a lot of work to make our products, services and experience more digital. Thanks to this, we were able to get over 90% of colleagues working from home and change our business model from face to face home visits, to video chat within a very short space of time. I’m so proud, that even whilst facing pressures like home-schooling and adapting to new ways of working, the team increased our case volumes by 9%. You’ve all been incredible.
Not only did we support more clients last year, our customer service (CSAT) scores show that we’re giving a great quality of service. You can see our results and some highlights from the year here:
Whilst I’m proud of how we performed last year and the hard work of each and every member of the Legal Services team, our revenue was heavily impacted by external factors.
Volumes of estate planning enquiries increased during the 2020 lockdowns, but reduced road traffic, cancelled house viewings, delayed house sales, reduced interest rates and 3rd party delays in processing paperwork all impacted our revenue in 2020.
Building new digital tools and partnerships
Our move towards becoming a digital law firm helped us to increase case volumes this year, our suite of tools helps consumers understand the law without the need to pay to speak to a professional, helping clients make the right choice for them using the channel that works for them.
These digital tools, have been key in helping us sign up new partners. We formed 16 new partnerships in 2020. Businesses like Cancer Research UK and Barclays refer clients to us via our digital tools. This digital offering is a real unique selling point for us in Co-op legal services and the number of partners we’ve been able to sign up suggests others agree.
2020 gave us a lot to be proud of, and I know our work to become more digital and form partnerships is starting to show results. It’s a great foundation to continue to build the business from. The external environment has impacted us this year, but I know if we continue to provide the high levels of service we do, we can continue to grow and unlock more no matter what happens externally.
Thank you so much to everyone who has worked so hard this year to deliver a strong set of results against a very challenging backdrop. I don’t underestimate the amount of hard work and challenges you’ve all faced. Thank you!