The world has already ‘gone digital’, by and large. That means clients have gone digital too. Lawyers, however, have been slow to embrace technology, thereby creating a yawning chasm between how they work and how their clients expect them to work.
Failing to embrace technology means not caring about client experience. Not caring about client experience means losing clients. Is that what you want for your practice?
Client Experience
Findings from McKinsey & Co. show that those organisations that have performed a digital transformation are “23-times more likely to acquire customers, 6 percent more likely to retain customers, and 19-times more likely to be profitable”.
Transforming the client experience is not just about adopting the latest technology. Technology can be an enabler of better client experience, but the underlying question is really what the client experience should be, followed by identification of the business processes that need to change to meet it.
Digital Workplace
We see many law firms that list innovation and collaboration as core values, but the reality inside those firms is very different. Staff struggle with old computers and poor internet connections and often have only paper files to work from. It is very difficult to improve client experience from this starting point.
A digital workplace is a necessary starting point for any legal practice that wants to be truly innovative and collaborative. Happily, it’s also a necessary starting point for any legal practice that wants to enable better client experience.
What to do now?
In summary, you need to ask yourself the following questions:
- What are the business goals we are trying to achieve?
- What is the cultural change required to meet those goals?
- What does the underlying technology stack need to look like to achieve those goals?
We at smartlegal can help with all of the above. Don’t hesitate to get in touch for a chat.
