By Legal Futures Associate Osprey Approach
Legal software solutions are designed around features and functionality that benefit a firm. Fee earners are tasked with driving long term efficiencies, increasing billable hours and onboarding new clients, all to increase profitability for the firm. Therefore, legal tech aims to reduce manual admin, increase productivity, and introduce automations to help users maximise their time.
But often the most important part of the firm’s success is overlooked: the client. Increasing efficiencies to improve profitability is crucial for a firm’s success but without clients, the delivery of efficient services is fruitless.
With practice management solutions increasingly becoming the norm, as more firms realise their traditional processes are expensive and laborious, it’s not the technology alone that will help you stand out from the crowd, but your client service. Quality client service will always be a key competitive advantage and focusing your strategy on being client-centred will help you stand above the crowd.
Implementing client portal software enables you to deliver a range of client-centred services that also affects your bottom-line. As well as the reasons why you should implement client portal software, our full client portal guide covers everything else you need to know, including the key features you need to look out for, and advice on implementing them into your firm.
Five reasons your law firm should implement a client portal
Implementing a client portal benefits your client, your productivity and your firm’s profitability.
- Client convenience
A web portal provides your clients with a self-service platform that enables them access to case updates, documents, and next stage tasks 24/7. Without needing to call or email their lawyer, they can log on securely and access or send the information they need without hassle. When all case details are centralised in one platform, your client can feel confident that they have all they need and that progressing the case will not require additional printing, posting, chasing, or visiting the office. Sharing as much information as you can with your client during a case helps them feel in control and highlights the extent of the work you are undertaking for them. This immediately reduces the number of email and phone chases from both parties helping to streamline the process.
A client portal enables you to offer your clients a convenient, frictionless service that helps make legal processes and procedures easier to handle – the ultimate goal for all parties involved.
- Security
Firms are trusted with endless confidential documents and data, which is stored securely in your case management solution. But when that data or documents are shared via email or in the post, you’re losing that security and relying on other infrastructures to ensure the safety of your files.
A secure web portal enables you, your client, and third parties to upload, share, and sign documents without those risks. The portal becomes an extension of your case management system so the encryptions, cyber security and data policies that secures your CMS are also protecting your web portal and the data you hold. This reduces risk of hackers or external parties accessing or using your information without permission.
- Easy collaboration
A centralised location for documents, data, communications, and updates makes accessing and collaborating much easier for all parties. Without needing to scroll back through endless emails, or physically visit the office, clients can view and comment on files from any device. This is not only easier but helps speed up case progression helping reduce the time from file open to file close.
- Adaptability & scalability
Remote working and online services have increased the reach of your firm beyond your local town, helping you to win more business and attract the best talent from across the country. This means, your clients, and potentially your staff, are now less likely to be local to your office, so providing digital onboarding and client portal features helps you drive your firm forward. You no longer need to be restricted by your physical location or paper documents; client portals free up firms to manage cases and clients from any location.
- Reputation
Reviews, word-of-mouth recommendations, and referrals are the lifeblood of any law firm. Providing a client-first, convenient service is going to be the reason people recommend you and return. A client portal enables you to offer efficient and quality service that clients now expect. Logging into portals has become the norm for us in our personal lives; we access our bank, insurance, bills and much more online and so the expectation of legal processes are now the same. When you can offer a solution to your clients that makes their lives easier, and you’ll be rewarded with referrals and positive reviews.
Future-proof your law firm with client portal software
A client portal can enhance your quality of service and make you more efficient and profitable too.
As client expectations continue to grow higher, exceptional client-focused services is going to be the key decider in whether you’re chosen above the competition.
It’s your duty to ensure your clients’ data is secure and that you effectively communicate during the matter. Implementing a client portal will make capturing data, sharing updates, and sending documents easier for you, and importantly, more convenient for your clients.
For further guidance, please click here to access our full guide.
