VWV is a leading UK based solicitors firm that provides personal and professional services across various sectors including Education, Family Business, Charity Law and many more.

Antonia James, Director of Client Relations at VWV, talks to Nine Feet Tall Founder, Esther McMorris, about the importance of the virtual client experience and in particular the launch of VWV Plus.

Nine Feet Tall were engaged to undertake and oversee the Stabilisation and Optimisation phases of their new Practice Management System to ensure that the benefits were realised.

Practice Management System review

Nine Feet Tall reviewed the processes and practices that form the end to end capability of the Practice Management System (including the relationship with IntApp Time and IntApp Open) to increase the benefits delivered by the programme. Suggest and implement improvements in ways of working to achieve consistency of use and build user confidence. Main activities of the engagement included:  

WIP & debt


Billing figures


Digital Transformation

VWV embarked on a digital transformation programme to empower clients to take control of their legal requirements. Their goal was to build, develop and maintain the online products to provide choice and flexibility for their clients. VWV asked Nine Feet Tall to scope solutions based on the objectives of VWV’s Virtual Client Experience strategy. Nine Feet Tall developed options and worked closely with VWV to agree how to structure their offering. After this advisory stage was completed, Nine Feet Tall were then asked to Project Manage the solutions, which meant the successful delivery of two projects: E-Learning Solutions and Policy Tracker.

As well as ensuring the go-live date was met by meeting the project deliverables, Nine Feet Tall ensured that key stakeholders were engaged with the project through Change Management. The sudden switch to remote working meant communications needed to be adapted, such as through regular online meetings to understand questions and concerns within VWV as well as live demonstrations of the features and benefits.


Key Outcome

A successful virtual solution to offer clients and a user focused approach to product development for VWV.

Trying to manage a project alongside protecting, defending and not distracting from business as usual was challenging. How did we overcome this? We decided to outsource and engage Nine Feet Tall to help ensure the implementation could be achieved.

Antonia JamesDirector of Client Relations