Setting the highest standards for a range of legal services, Wolters Kluwer CT Corporation serves customers from the Fortune 50 to more than 300,000 small businesses and start-ups. Engaging their customers online required a more actionable approach.
Finding information was not enough. Customers needed to act decisively on what they find. For all the vast resource libraries and disparate content sources CT Wolters offered, they were not optimized for discovery and retrieval. Especially for complex legal workflows that required human decision-making and exception handling.
Small business owners and corporate executives both look for expert advice to save time and help make decisions: digital services can become that advisor.
While user research informed us how much legal self-provisioning our users would tolerate, our content strategy was key to creating the user-centric experience. We started with an extensible content framework and developed controlled vocabularies to speak to all types of businesses.
We created a flexible platform solution with content management and integration for publishing and legal transactions. A complex content governance plan addressed both audiences (large business & small business), with the ability to operationalize and expand the platform to support separate business units and product lines into a shared workflow.
Customer inquires and prototype user tests proved just how ready business leaders are to accept legal services that are delivered digitally as relevant, expert advice.
conversion rates for incorporation services
call center specialist service quality via richer information
“CT truly made the incorporation process quick and simple!”