Transport the client experience to a digital world

As appeared in Briefing Magazine on September 8, 2022

In an era of increasing digital interaction, law firms’ clients still want the best customer service possible, but firms must consider the methods available to them to provide timely information, says Derek Schutz, director, product management at Aderant – and portals may offer a route forwards.

Law firms are dedicated to client service. In fact, the level of service law firms provide has historically been second to none. Having become both expected and highly valued, their approach has involved clients speaking with their legal advisers on the phone or in-person. This level of ‘personal touch’ has reassured clients and left them confident that help is within reach whenever needed.

However, today’s clients are extremely busy – and so are their lawyers. It’s not feasible to expect lawyers to be on call to answer every question 24/7/365, especially when clients often seek information outside standard business hours. Beyond that, the Covid-19 pandemic made in-person lawyer and client visits nearly impossible – even when feasible, it’s frequently not been the preferred method of communication.

The value and opportunity for in-person client service touchpoints has changed. They are still extremely important and a staple of every lawyer-client relationship, but clients now expect self-service and access to key information at the click of a button. They both still want the traditional ‘white glove’, person-to-person version of client service, but also want options that favour expediency, convenience and cost savings.

“The value and opportunity for in-person client service touchpoints has changed. They are still extremely important and a staple of every lawyer-client relationship, but clients now expect self-service and access to key information at the click of a button.”

This paradigm shift has bolstered the popularity of electronic client portals, in which law firms create a digital repository of the client’s matter and financial information available in ‘real time’. Whether it’s the middle of the night or over a weekend, clients can go to the portal to access bills, view and download documents, or understand the status and next steps in a case, without always requiring direct contact with their lawyers or the firm.