Effective Law Office Solution Case Study

I. Statement of the Problem(s)
With Effective Law Office Solution, Inc. growing and becoming bigger and better there is always room for improvement. Even though the ELOS has been growing the last 26 years, the rate of growth has slow down and ELOS is seeing more problems. Some of the local competitors have been gaining contracts that ELOS should have been receiving. Another problem is that there have been more complaints from existing clients, and each sales personnel is also doing more work than they can handle.
II. Summary of the Facts
Effective Law Office Solution, Inc. began in 1985 as a printing company that handled a wide variety of business and different customers. After a few years the company changed from working with variety of business
Analysis
Like stated before, with new people comes new ideas and new problems. One reason the company is having trouble with making new contracts is because of its competitors have outshined themselves with customer service and production/service. This issue could be coming from ELOS expansion plans and how they are not on the right track on gaining new contracts. The managers are busy with the expansion plans they have not tried to do research on new companies to see what can they do to make a difference in that location.
Another issue is that there has been in increase in complaints from existing clients. The complaints are about late orders, poor quality, and lower customer service rating. This problem could be happening because of the law of training the salespeople received and they already came into the business thinking how customer service should be. The company had a long reputation of how they treat their customers and the way they handle business. With the lack of training the new employees how to continue on the legacy of its business, it’s hard keep up the expectations and lower
Recommendations
“Customer service is our way of life.” (Enterprise 2016) this quote is from one of the eight Enterprises core value. Enterprise Rent-A-Car was Named One of BusinessWeek’s “Customer Service Champs” for Fourth Straight Year in 2013. One recommendation to increase sales, new contracts, and lower complaints is by being aware of customer service. More training and maybe roleplays will help with this issue. ELOS salespeople have to learn how to make customers first priority.
Another recommendation is to hire more people in each region. Each region is short salespeople and with the expansion the company is looking for, if they do not hire more salespeople then complaints will only grow and the business with start to decrease. Law firms know what they want and with it always being busy and hectic they need their paper and their marketing information sent out on time. Also I recommend that the company waits for expansion and focus on its current clients and builder rapport with future clients. Expanding with no new clients will be a double negative and sales revenue will go down.
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