We are delighted to announce that BLM’s Customer Insight programme, which we completed in partnership with BLM, has won Client Care Initiative of the Year at the Modern Law Awards.

The award recognises the firm which exceeds expectation of client care and professionalism. Judges also look for the ability to demonstrate that the standard of the firm’s services has helped to increase profitability and business levels through client word of mouth, as well as being able to demonstrate an innovative approach in improving and maintaining all aspects of client care from initial client contact to completion of issues.

Gulland Padfield supported BLM to review, strengthen and refresh the firm’s relationship strategy with its customers. Over six months, BLM and Gulland Padfield undertook intensive internal engagement with the senior management at BLM and in-depth research with heads of claims, general counsel and other stakeholders at insurance and risk groups.  

The result was a step-shift improvement in BLM’s retention, a reinvigoration of its customer strategy and culture and a clarification of its market positioning with customers. 

Henry Weston-Davies, Partner at Gulland Padfield said “BLM are an organisation which is absolutely committed to aligning its service experience around the changing needs of its customers. We are thrilled that this joint project, working with the BLM team has been recognized for this award.”