At One Legal, we’re always working to make service of process smoother and more reliable for law firms. We’re excited to introduce two major upgrades aimed at enhancing client feedback integration and improving how we handle non-service situations.
These updates will streamline communication, increase transparency, and deliver a better experience to your firm.
Client ratings: Empowering your voice
We understand how crucial accuracy and reliability are to you. That’s why we’ve launched the new Client Ratings feature, putting control into your hands, allowing you to rate our service and provide feedback immediately after a job is completed. Your feedback plays a vital role in helping us ensure our service meets your needs—and if something isn’t right, we want to know as soon as possible so we can fix it fast.
Why this matters to you
- Direct impact on service quality:
Your real-time feedback allows us to step in and address any issues right away. Whether you’re satisfied or have suggestions for improvement, your feedback will shape the service we provide.
- Enhanced transparency:
Your input matters! By sharing your experience you help us to stay transparent and accountable. Our team will quickly respond to any concerns, implement service improvements, and ensure you can trust us with every job.
- Continuous improvement:
For law firms with ongoing or high-volume cases, the ability to regularly provide feedback ensures that our service evolves to better meet your needs. The Client Ratings feature fosters a collaborative environment where your feedback directly influences how we refine our operations to serve you better.
How it works
Once a job is complete, you’ll find a new “Rating” section on the order status page. You can rate your experience on a 5-point scale, ranging from “poor” to “excellent,” and, if you wish, provide additional comments.
Low ratings (1 or 2 stars) trigger immediate follow-up from our team, ensuring that your concerns are addressed swiftly. Your feedback also helps us monitor and evaluate the performance of our contractors, ensuring that we continue working with the most reliable servers.
Enhanced non-service procedure: Swift and proactive solutions
Legal documents that cannot be served due to incorrect addresses or other factors can be a major pain point. To minimize this, we’ve improved how we handle non-service situations, providing you with fast, accurate, and proactive solutions.
Why this matters to you
- Thorough diligence review:
Before marking a process service as “non-served,” we’ll thoroughly review all details, such as ensuring varied attempt timings, confirming GPS and photographic evidence, and verifying attempts are during business hours (where applicable). This ensures that every non-service determination is fully vetted, reducing unnecessary delays.
- Proactive communication:
You won’t be left in the dark! Throughout the review process, you will receive regular updates. This consistent communication reduces uncertainty, keeping you informed and reassured that we’re handling your case with care and precision.
Key improvements to the non-service procedure
- Immediate review and communication:
Non-serves will be closed immediately after our diligence review, streamlining the process and getting you results faster. Even after an order is closed, you’ll be able to continue communicating with our team from the order status page to ensure any lingering issues are resolved.
- Automatic follow-up:
If our review suggests more attempts or further investigation is needed, we’ll automatically take the necessary actions without waiting for you to prompt us.
- Complimentary skip trace for bad addresses:
If a non-service is due to an incorrect address, we’ll go the extra mile by performing a complimentary skip trace to locate the correct address and create a new service order at the new address on your behalf.
The impact of these enhancements
Together, these enhancements show our commitment to delivering an exceptional Service of Process experience. By giving you a voice through our Client Ratings and improving our handling of non-service situations, we aim to make it easier for law firms to rely on us for efficient service of process.
Conclusion
These new features—the Client Ratings and Enhanced Non-Service Procedure—are built around your needs, ensuring that your feedback drives continuous improvement and that every non-service scenario is handled with the highest level of care.
These updates are designed to make our service more transparent, reliable, and responsive to your needs. We’re excited to roll them out as part of our ongoing commitment to providing you with a seamless, stress-free Service of Process experience.
