In Conversation with Bundledocs’ New Customer Success Manager, Vicky Wood
As Bundledocs continues to expand across the UK, and globally, we sat down with our new Customer Success Manager, Vicky Wood, to talk about her background, her approach to customer relationships, and how she plans to help firms get the most from our digital document bundling platform.
You’ve spent more than two decades in software and IT roles — what originally drew you to customer support and service delivery?
“I’ve always enjoyed solving problems and making technology easier for people to use. Very early in my career, I realised I thrive in customer-facing roles – I like being the link between customers and technical teams. Seeing the direct impact when someone gets real value out of a system is so rewarding. That combination of problem-solving, collaboration and helping people work more efficiently is what drives me.”
What do you see as the standout strengths of Bundledocs for legal teams?
“Bundledocs takes processes that are traditionally slow and manual and makes it fast, accurate and consistent. Legal teams can collate, organise and update bundles in just a few clicks, with the assurance that everything is securely stored in one cloud-based system. Because everyone works from the same live version, delays and version issues disappear – enabling cross-functional and global teams to work seamlessly. It’s simple to use, but powerful enough to handle even the most complex matters and large case files.”
How do you see Bundledocs supporting firms as they continue the transition away from traditional, manual bundling processes?
“Bundledocs gives firms a clear path away from manual, version-heavy processes by replacing them with a workflow that’s structured, repeatable and far easier to manage. Instead of juggling PDFs, renaming files or re-indexing every time something changes, teams can update a bundle instantly and know it’s correct. It also supports hybrid working exceptionally well, so everyone involved – lawyers, support teams, counsel – can collaborate in real time.”
What are the most common challenges firms face when adopting digital document bundling solutions, and how does Bundledocs help overcome them?
“Firms often struggle with that first step in moving away from long-standing manual PDF bundling processes. Bundledocs removes these barriers with intuitive, cloud-based document bundling that users can adopt quickly. Automated indexing, templates and secure central storage ensure every bundle is accurate, consistent and easy to maintain.”
How will you work with customers to help them make best use of features like Bundledocs Editor and the wider suite of tools?
- Providing guided onboarding so teams understand how each tool supports faster, more accurate legal document bundling.
- Sharing best-practice workflows that show where features like in-browser PDF editing and secure review tools can save the most time.
- Providing proactive check-ins to help firms refine how they use Bundledocs as their caseloads and workflows evolve.
- Highlighting underused features that can streamline collaboration, reduce admin and improve bundle consistency.
- Feeding customer insights into product development so new enhancements reflect real legal sector needs.
Many firms are under pressure to improve efficiency: how can Bundledocs help teams save time and reduce duplication of effort?
“Bundledocs removes the manual steps that slow legal teams down. Automated indexing, instant updates and cloud-based collaboration mean documents only need to be handled once – not repeatedly saved, renamed or re-bundled. Everything stays in one place, everyone works from the same version, and teams save hours that would otherwise be spent on admin.”
Bundledocs is known for rapid product evolution based on customer need — how do you see your role contributing to that momentum?
“My role allows me to bring valuable input and insight into how firms actually use Bundledocs day to day — where workflows run smoothly, where bottlenecks appear and what would make document bundling even easier. Those real-world conversations help us prioritise features that have immediate impact, ensuring product development stays fast, focused and genuinely driven by customer need.”
You mentioned the importance of customer conversations for shaping product development — which types of insights are most valuable in that process?
“The most useful insights are the practical ones — how teams are using features like Bundledocs Editor in real matters, where they’re spending unnecessary time, and what tasks still feel manual or repetitive. Understanding these patterns helps us identify high-value enhancements and ensure new features directly support faster, more efficient legal document bundling.”
Legal teams handle complex cases and large volumes of documents — how does Bundledocs meet these unique requirements?
“Bundledocs is designed for high-volume, high-complexity legal teams work with every day. It automates indexing, manages large document sets without performance issues and keeps everything structured in one secure, cloud-based system. Even when cases evolve quickly, teams can update bundles instantly and maintain complete accuracy and consistency throughout.”
Many firms now operate hybrid or fully remote teams. How does a cloud-based solution like Bundledocs support this new way of working?
“Bundledocs gives hybrid and remote teams a single, secure place to build and manage bundles, no matter where they’re working. Everyone accesses the same up-to-date documents, collaborates in real time and avoids the version issues that come with emailing PDFs around. It keeps workflows fast, consistent and fully aligned across dispersed teams.”
With more firms focusing on compliance and security, how important is Bundledocs’ ISO 27001 accreditation from your perspective?
“ISO 27001 gives firms confidence that their bundles are managed within a platform that meets the highest security and compliance standards. For me, it’s a core part of why customers trust Bundledocs – they know sensitive case documents are protected, access is controlled and every workflow is built on a secure, audited framework. It’s a major reassurance for legal teams handling confidential information every day.”
What are you most looking forward to as you settle into your role with Bundledocs?
“I’m excited to build close relationships with our customers and help them get real, measurable value from the platform. Bundledocs already has a strong reputation for innovation, and being part of that journey — listening to what firms need and helping shape the next stage of the product — is something I’m really looking forward to. Ultimately, my goal is to make every interaction smoother, every workflow faster and every customer feel supported.”
