-4 PERSPECTIVES- 1. Tech & Client Experience 2. Personalisation & Client Experience 3. Communication & Client Experience4. Transparency & Client Experience
The two significant factors in the legal industry that in my experience have helped propel an organization to the next level are Communication and Transparency. The industry has to be Client-centric. This is the area in which most law firms or even organizations lag behind. Knowing the concept is different from executing or implementing the concept.
Better communication would mean satisfied clients. The foundational sine qua non for communication would be to establish a pattern of transparency in communication from the inception of a client relationship. Let the client know what they can expect. Assure them of case-status updates and try not to automate them unless required. Be ready to answer client queries and address their insecurities about a case or matter entrusted to you.
There is a nexus between communication and ethics. This is where Transparency seeps in. Transparency is the key to such trust-based practices. Transparency in pricing, case – status, etc, has the propensity to expand the boundaries of an organization it may be incorporated as part of a growth strategy. Explain to the clients the road map of their case and the most probable outcome in your experience.
Happy clients make a happy business.
Sometimes, the barrier to communication is the vast surmounting knowledge of a lawyer, and that inhibits the free expression of thought processes and may end up confusing the listener /client.
An extension of legal transparency would be bridging the gap between corporate clients and third parties involved in a particular process to incorporate the principles of ESG strategy ( Envt, Social Governance) in terms of capturing, managing, and reporting ESG-related, third-party risk information.
In 2023, we need to jettison the idea that law firms are mere legal centers to address client woes but an organization that is pleasurable for clients to engage with.
Employ some of the customer service tools such as bots, service centers, client feedback pages, etc but ensure your communication channels are encrypted, and that standards are tracked for keeping client information confidential.
On the Technological front, we have tools for contract life cycle management (CLM), e-discovery, IP management of all the other available tools that remain distinct and vibrant. But I’m of the old-school thought. How much these systems benefit the legal industry is for each one to comment on. I would say to each his own. In my opinion, a hybrid model of human intervention and the use of these AI-powered tools would work well. For example: When talking about contracts we are not just talking about domestic contracts but even international and cross-border contracts.
“You’ve got to start with the customer experience and work back toward the technology, not the other way around.” — Steve Jobs
-Henrietta Newton Martin
From Henrietta Newton Martin's Legal Desk 