A UK company has developed an innovative software and benchmarking process for professional services (such as the legal industry) to measure, track and compare their performance. They are seeking new European clients that may benefit from the tool via a services agreement, or professional service consultants wishing to employ the tool via a licensing agreement.
Gathering client feedback on a company's performance has traditionally been a time-consuming and expensive endeavour, involving a range of surveys and in-depth interviewing in person or by telephone. This UK company has combined a comprehensive set of performance indicators along with extensive experience in the professional services industry to develop a novel CRM (customer relationship management) tool that scores the firm against universal service dimensions adapted from an academic model called RATER (Reliability, Assurance, Tangibles, Empathy and Responsiveness). In addition, the Net Promoter Score is applied, along with the company's own value for money gap analysis. The overall tool comprises the CRM along with follow up business support. The company is seeking European clients working in professional services (including, but not limited to, legal) to employ the process via a services agreement. They are also seeking companies currently supporting professional service clients to adapt the tool to their offering via a licensing agreement. Such companies might have an offering around training or business development for example and wish to expand their offer with other services. They would introduce the service and maintain the client relationship, with the UK company delivering the research and technical expertise.
Innovations and advantages
The UK company offers access to a wide range of service, loyalty and brand benchmarks. Firms can compare service and value performance against different market benchmarks, best in class, competitor sets etc. The company currently holds the most comprehensive set of performance indicators in professional services – particularly in legal.
Market application codes
02007014 Other industry specific software
02007025 Consulting services
09003007 Other services (not elsewhere classified)
Type of partner sought
Type: Industry Activity: Professional services/Business support provider to professional services. Specific role of partner: Employment of the benchmarking tool to their own activities via services agreement/Adaptation of the tool to be used by their clients via licensing agreement.