At eDiscovery Collab, we know the work we do is not unique. Our competitors and in-house consultants have exactly the same eDiscovery products to deliver the same outcome.
There are three areas we focus on to set the eDiscovery Collab team apart:
- Our 30+ years’ experience in eDiscovery and extensive knowledge of the technical capabilities of the eDiscovery products we use, particularly Nuix Discover and RelativityOne, the most popular tools in the Australian market.
- Our understanding of the litigation process and how to utilise technology to bring efficiencies to that process.
- Delivering exceptional client service in every interaction with our clients and anybody who has contact with eDiscovery Collab.
We will focus on our technical capabilities and understanding of the litigation process at another time.
For me as CEO, client service is what will differentiate eDiscovery Collab and set us apart in a competitive market each and every time we interact with our clients or potential clients.
Here I want to share our client service philosophy that I have developed over 30 years’ providing eDiscovery services and how the eDiscovery Collab team achieves the very, very high standards that I have set for them.
Client service is at the heart of everything we do and every relationship we build
Clients often tell me that when they are talking about client service delivery to their teams, they use eDiscovery Collab as an example of what good client service looks like.
“Working with eDiscovery Collab was a very satisfying experience. Their service mentality is outstanding, and they do the things that we aspire to do ourselves.” Partner, Colin Biggers & Paisley
Our commitment to client service begins with understanding our clients’ needs and expectations.
Every interaction with our clients is an opportunity to demonstrate our dedication to their success.
By actively listening to their concerns and feedback, our services are tailored to meet their specific requirements. This personalised approach not only enhances client satisfaction but also fosters long-term relationships built on trust and mutual respect.
Proactive communication
By keeping our clients informed at every stage of their project, we ensure they are always aware of the progress and any potential challenges. This transparency helps to build trust and confidence, and allows us to address any issues promptly, minimising disruptions and ensuring a smooth workflow.
Our clients appreciate this level of attentiveness. It reassures them that their projects are in capable hands. Our clients don’t have to follow up with us to find out what is happening – they know we will deliver on time and contact them in advance if any issue arises. This lets them focus on their own work.
Continuous improvement
Regular feedback from our clients helps us identify areas where eDiscovery Collab can improve and enhance our services. This commitment to excellence drives us to innovate and adopt best practices that benefit our clients. By staying ahead of industry trends and leveraging the latest technologies, we can offer solutions that are innovative, efficient and cost-effective.
Collaboration
We want our clients to see the eDiscovery Collab team as an extension of their own team – a trusted partner who supports them in achieving their goals. This approach ensures that we are aligned with their vision and can provide the support they need to succeed.
Our clients often commend us for our willingness to go the extra mile and our ability to deliver results that exceed their expectations.
Exceeding expectations is what we set out to do in every interaction.
The “A” Team
eDiscovery Collab knows the importance of a positive and supportive work environment and the impact that has on culture and client service.
Our team members are our greatest asset, and we invest in their professional development to ensure they have the skills and knowledge to provide exceptional client service. By fostering a culture of teamwork and continuous learning, we empower our employees to take ownership of their work and deliver outstanding results for our clients.
As we continue to develop and improve eDiscovery Collab’s client service strategies, our objective remains the same – to be the best consultants in the eDiscovery market by:
- Delivering the best and most innovative solutions for our clients;
- Being the most efficient and effective team our clients work with any day of the week; and
- Providing cost effective services that support each and every client’s litigation journey.
As we are always looking to improve – I’d love to hear your client service strategies.
What do you do that your clients love?