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We’re more than just another consultancy. We are founding partners of byTheNetwork, an award-winning, global network of 34 independent agencies; covering 34+ key markets worldwide.
From Regulators to Champions of Service
The Pressure to Evolve
The Victorian Legal Services Board and Commissioner (VLSB+C) faced a critical challenge: customer complaints were rising, stretching the organisation’s capacity and exposing an outdated service model built solely for regulation.
Designed for Rules, Not Resolutions
VLSB+C was an organisation weighed down by legacy systems, time constraints, and complex operations. Zooming into the complaints process, with 7 departments dealing with various technology platforms and a dependency on phone interactions, the business was built to regulate above anything else.
These fragmented processes and a lack of a single, unified complaints management system led to long resolution times, frustrated clients, and overburdened staff.
We Needed Faster Resolutions, Seamless Processes, Empowered Employees
The mission was clear: reduce complaint handling times, streamline operations, and elevate both customer and employee experiences.
The Real Challenge:
Flipping the Script from Regulation to Service
To redefine VLSB+C from a reactive regulator into a proactive, customer-centric platform for Victoria’s lawyers. This meant tearing down silos, integrating customer feedback, and treating brand interactions as opportunities to serve rather than simply manage complaints.
Remapping as a Future-Ready Organisation
Becoming a customer-centric platform started with a full-scale reimagining of the complaints process, including end-to-end mapping and the creation of customer personas to bring empathy to the heart of operations. Culminating in the delivery of a complaints future-state CX strategy outlining a roadmap of initiatives designed to place the customer at the heart of the organisation.
A digital-first approach led to a streamlined complaints form and a CRM system upgrade, followed by a portal redesign for both consumers and legal professionals. Education initiatives like HCD & agile masterclasses empowered stakeholders, making the complaint resolution process smoother and more intuitive for everyone involved.
This radical transformation set new standards for VLSB+C.
It’s still early days, but VLSB+C has redefined its regulatory service, aligning its brand with a customer-first vision that better supports Victoria’s legal community and raises the bar for regulatory bodies everywhere.
→ Edwina is a CX and digital transformation leader who thrives on empowering businesses to become more customer-centric in everything they do. Having worked as a CX leader, agile coach, researcher and practitioner of design thinking for almost 15 years in Australia, Edwina brings an open and collaborative leadership style coupled with a blended skillset to enable organisations and teams to deliver ambitious customer-centric change - inside and out.
