Optima Legal
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Service Feedback
Service Feedback – Key Observations 1. Delayed Response Times: ◦ Uploaded documents/requests via the portal on two separate occasions. No acknowledgment or action taken until follow-up calls a week later. ◦ Example: Settlement figure request remained unaddressed for 7+ days despite reminders. 2. Lack of Proactive Communication: ◦ Critical tasks (e.g., providing settlement figures, confirming document receipt) were only addressed after repeated chasing. ◦ No initiative to update clients on progress, creating unnecessary uncertainty. 3. Resource/Workflow Concerns: ◦ Delays suggest under-resourcing or inefficiencies in workflow management. ◦ Impacts client trust and risks transaction timelines. Suggested Improvements: • Implement a system to acknowledge portal submissions and provide estimated response timelines. • Assign dedicated case handlers to ensure accountability.