Powering better client experiences

The firms that thrive are those that recognise client experience as a strategic advantage. They understand that exceptional service delivery creates stronger client relationships, increases referrals, and builds sustainable competitive advantages that transcend price competition.

Understanding current client expectations

Modern clients arrive with experiences shaped by seamless digital interactions in other industries.

Legal clients no longer accept being kept in the dark about their matters. They want regular updates, clear communication about costs, and convenient access to case information at all hours of the day – not just 9am-5pm, Monday to Friday. These expectations reflect broader changes in how people interact with professional services across all industries.

Clients expect prompt responses to enquiries and rapid progress on their matters. Whilst thoroughness remains essential, the firms that combine quality with efficiency gain significant competitive advantages.

How software powers client experiences

As digital experiences are driving client expectations, legal software is uniquely situated to satisfy your clients.

Modern legal software goes beyond basic case management to create comprehensive client experience platforms. These systems integrate every aspect of client interaction, from initial enquiry through to case conclusion and ongoing relationship management.

In the following sections, we detail how software can be utilised to meet some of the common expectations law firms and solicitors face today.

Transparency and collaboration

When it comes to transparency, there are two big areas where software can be of use. The first being to provide access to matter updates with speed and clarity. This can be done either through client portals, through your Practice and Case Management software with workflows to send communications to clients when steps within matters are completed.

The other is to manage expectations about workload and billing. Through time recording tools such as Time Capture, you can effortlessly track work completed and current fees accrued for a matter in real time, which in turn can be communicated to the client if needs be.

Collaboration capabilities enable seamless interaction between lawyers, clients, and third parties through secure messaging, document sharing, and task management systems. Cloud-native tools speed matter progression by empowering clients and third parties to add to matter evidence or correspondence in a way that is fast and simple for them and providing efficiencies for you while maintaining security and governance.

Fast and accurate work

Clients appreciate rapid progress on their matters, but never at the expense of thoroughness or accuracy. Technology enables firms to deliver both speed and quality by automating routine tasks and eliminating inefficiencies that slow matter progression.

Every day speed can be achieved by harnessing the power of automated workflows, templates, Legal Forms libraries and integration with Practice and Case Management, and seamless integration with external systems. Routine administrative tasks can be handled with greater automation, freeing fee earners to focus on value-adding legal work and client communication.

Accuracy safeguards include version control, automated compliance checking, and comprehensive quality assurance tools. These features prevent errors whilst providing the audit trails that protect both client relationships and professional reputation. Platforms that combine different software together and integrate within their case management for data entry is more likely to be more accurate as there is less chance of errant inputs.

Building sustainable competitive advantage

Exceptional client experience creates sustainable competitive advantages that transcend price competition. Clients who receive outstanding service develop loyalty that survives market pressures and competitor approaches. They become advocates who generate referrals and positive reputation effects.

The technology investment required to deliver exceptional client experience pays for itself through improved efficiency, increased client retention, and enhanced referral generation. Firms that embrace these capabilities position themselves for sustainable growth whilst those that delay adoption face increasing competitive disadvantage.

Learn more about OneAdvanced Legal and the tools you can leverage to boost client satisfaction by clicking here.