Client testimonial: Legacy Wills and Estate Planning Limited

Eight years ago, Leicester-based firm Legacy Wills and Estate Planning (LWEP) swapped their time-consuming manual processes for CTT Legacy Software.

“We were using Word documents, editable PDFs, and spreadsheets galore before adopting Legacy [Software],” explains Marketing Director, Daniel Stevenson.

“Everything was manual; it was how we typically ran and developed the business. But you can only go at a certain pace when everything is manual. Once the software came in, it eliminated all the slow-burning tasks and unreliability of Word documents and PDFs.”

A better way of working

Legacy Wills and Estate Planning used CTT Legacy Software to bring order to their processes. From customer services, sales, instruction taking, and aftercare, to their own in-house administration, LWEP now delivers consistency across all departments where previously there was none.

“Innovation is really important to estate planning; it’s no different than any other industry when it comes to technology, you’ve got to embrace it to provide the clients with a better service,” says Trust Administration Technical Manager, Hardeep Gill.

“CTT Legacy Software enables us to support the client’s mission. It gives you a clear view of the client journey – you can see where they are at, and that can then be implemented into our processes – and helps with client communication. We can now pull the documents off from day one of instruction and turn them around quicker.”

Client-winning Features

Some of the CTT Legacy Software features the LWEP team finds most useful include its offline mode, which allows on-the-road advisers to access it remotely without Wi-Fi, and its Recommendation Report that outlines the most suitable legal products for clients and explains how they work.

“The Recommendation Report is key in educating our clients because what they are really interested in is having something tangible,” says Hardeep. “That’s the same whether they’ve paid you money for just a will or a full estate planning package.

“What you’re able to give them in the Recommendation Report is the background to their instruction. It gives them the opportunity to make sure they receive the correct products and something that they understand, which in turn leads to clients being satisfied and better retention.

“The client summary process that’s built into Legacy Software is something I think every estate planner should use. We would definitely recommend CTT Legacy Software to other estate planning firms. It's a great tool that’s unparalleled out there in the industry.”

Working with CTT

Eight years on from adopting CTT Legacy Software, CTT continues to support LWEP with expert guidance for their advisers, regular software updates, and day-to-day administrative tasks.

“CTT are more than just business partners,” says Daniel. “Whether it’s information or advice for our consultants through the helpline or assistance with conveyancing, CTT are always on hand to help us out. We have a great working relationship with them.”

Watch Hardeep's and Daniel's full interview here. To find out more about how CTT Legacy Software can improve your estate planning business, get in touch with our friendly team today.