The legal industry has always been a mainstay for tradition, following a contented but old-fashioned model of operations. Now with emerging, seemingly unconventional modes of digital-friendly operations looming, it’s time to consider how legal services will be delivered—and how to appease the changing expectations of clients.
Interest in technology and adoption has dramatically surged during the past two years, driven mostly by the effects of the COVID pandemic. While technology disrupts traditional thinking, how service is delivered, compliance regulations, and the competitive landscape have all changed in unison.
Greater emphasis is now on innovation: moving to the cloud, document management software (DMS), videoconferencing, virtual notaries, automation, electronic signing solutions, and digital matter management. All of these are now part of regular conversations to support an evolving, digitized workplace environment. Many are now working either remote or as part of a hybrid environment making them more dependent on technology.
The legal industry can no longer be an opponent of change, and technology is no longer the elephant in the room. Outside of the law firm office, we’re also witnessing the inception of change in the courts as they move to virtual settings.
So, how can technology enhance client service?
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Using technology to support a speedier, more personalized client-centric paradigm.
Many legal professionals are onboard with supporting a shift toward innovation, especially when it boosts operational efficiencies and better serves and supports clients.
This is now the age of the customer, and they are challenging firms to adopt and adapt even when uncertainty internally still persists. At the same time, clients are demanding more for the same cost. By being a digitally maturing organization with a strong focus on servicing clients, loyalty will be earned as they appreciate the benefits of innovation:
- Quicker, real-time responses.
- Reliable, compliant, and accurate service.
- Full transparency and greater visibility throughout the entire process.
- The flexibility of a more tailored, customized experience.
- Mobile apps and virtual, future-focused communication channels.
Avoid being out-of-sync, elevate the client experience, and create an agile, customer-centric culture. A firm’s shift to a technology-driven culture will create favorable outcomes.
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What does tech-driven, client-centric legal service look like?
As new technology platforms are enabling organizations to offer superior service, customer expectations have soared. It’s no longer enough to have a good product or service. Like other industries, the legal sector must be tailored to the consumer.
The legal industry is at a pivotal, epoch-making moment.
Client retention is more critical than ever and larger firms are investing more in legal technology. With a focus on a client-centric approach to how they operate, legal firms of all sized are compelled to evolve.
Fortunately, there is no shortage of legal technology options. According to research by The Law Society, the number of legal technology companies, defined as those using technology to support and provide legal services, is increasing with a global market value of $15.9bn (2019). These services support every aspect of a law firm’s offerings, and technology is paving the way for how law firms will deliver their services for a better client experience.
A relentless commitment to establishing a client-centric legal service to improve their experience will become a core characteristic of law firms. With a shift to a culture that values and aligns with client expectations and by investing in technology, firms will be better able to meet client needs, operate on the same digital path as their clients, and make it easier to scale with services that solve client challenges.
Additional reading: Gowling WLG (Canada) LLP Moves DMS to the Cloud (Case Study)
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What to expect from technology in the near future.
As technology tentacles sprawl across the industry and law firms acknowledge the importance of its advances, investments need to increase to help generate and retain a resilient book of business, better serve customers, and reduce costs. And given the demands created by the pandemic, there is no choice but to embrace tech.
The legal industry can expect the:
- Increased integration of technology regardless of a firm’s size.
- Upskilling of legal professionals to quickly adopt new tools and adapt to a tech-enabled workplace—in-office and/or remote.
- Transformative impact of Artificial Intelligence (AI) on law practices.
- Universal use and automation of document management solutions.
- Acceptance of electronic and video-enabled signature solutions versus wet signatures.
- Automation of legal processes and digital applications backed by AI, cryto and blockchain.
Legal tech game-changers will create a new value proposition that can make law clients more willing to spend more money with a particular firm than they would with a competitor.
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It’s a very bright future for tech-enabled legal services.
Despite the resistance to change that the legal ecosystem is shouldering, legal professionals are eager to set a new standard for their clients. And while the aging structure of the legal industry begins to transform, traditional law services will be forced to innovate further if they want to be competitive.
Successful organizations continually reinvent themselves. By doing so, they create a sustainable competitive advantage—keep pace with change in how their services are delivered and the evolving expectations of their clients.
At RBRO Solutions, we’re advocates of legal technology and supporting our clients to achieve a tech-driven, client-centric practice. With a deep understanding of the legal industry, we’re committed to guiding our clients on a path to improving their adoption of technology. Helping our clients isn’t about selling products and services. We aid them in implementing tech as part of their strategic plan. In turn, their attitudes toward technology change and their evolving culture adapt to keep pace with progress.
Whether you’re a law firm looking to enhance your current technology, or you’re dipping your feet into the ocean of technology for the first time, let RBRO Solutions assist. Starting with a conversation, we’ll help you understand the importance of and confidently embrace technology… for a competitive edge and a better client experience.