Training, Marketing and Support

Training

One of the key elements in successfully implementing a HIP programme, particularly in the early stages, will be training key customer-facing staff on how to sell the HIP, and the benefits to the consumer.

Richards Gray will provide a locally based resource to work closely with your staff to train them on both selling the HIP and the technical details for ordering the HIP. This will include training from our regional account managers, an operational and sales manual, and web-based training modules.

Marketing

We have developed a number of marketing initiatives to help our clients promote their HIP service. These include:

• Window marketing
• In-office literature
• Material for client websites
• Local media opportunities.

We also have a retained PR consultancy who will manage editorial and advertorial exposure in local media, which we believe is a key element in driving activity in the early stages of the HIP roll-out.

Customer support team

We already have a well-established customer service team (CST) which supports our existing search business client base of over 4,000 solicitors. We have extended this to provide a specific, highly trained, HIP CST, which will be available from 8am to 8pm weekdays, plus weekend cover.

This will be based at our head office rather than outsourced, so that we can maintain quality and standards, and react quickly to any issues that arise