7
Winner of
Small Business:
Big WOW! 2013
Fasttrac Solicitors are definitely punching above their weight. We were impressed with their innovation and creativity that really puts them at the forefront of change within their sector. They help consumers move their mortgage from one lender to another, so as they are not chosen by the consumer, they face a challenge when building a relationship with their customers.
Committed to building a strong relationship with their customers
Normally, if you were to remortgage, you would be assigned a solicitor who would look after your case. Fasttrac Solicitors' process is different. All team members are responsible for every customer. Collective responsibilty is a theme that runs consistently throughout the business. For example, rosetered phone answering means all employees need to have the correct knowledge across all customer cases. Resulting in, 90% of phone calls being dealt with first time and eradicating the need for the customer to be passed around between departments.
Exceeding expectations & putting the customer at the heart of what they do
Fasttrac Solicitors go out of their way to turn the normal customer expection of dealing with solicitors on its head and put the customer at the heart of everything. They are one of the few firms that have a fully interactive website, where the customer can track the process of each stage live online, keeping the process transparent and making the process much easier and quicker. Fasttrac also make an exceptional effort to try and improve the remortgaging process, on a wider scale, by frequently talking to other organisations including the Land Registry. As a result of their efforts, they have put themselves at the forefront of their sector; they are now the first firm in the country to lodge electronic registry charge. Out of 5,000 law firms, they are one of only 8 firms that use an entirely electronic process and they developed the ability to be able to check a title within an hour, a process that could usually leave the customer waiting for up to 24 hours.