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Enhancing Client Relationships Through Technology in Law Firms

Strengthening client relationships is crucial for law firms, especially in smaller practices where personal interactions thrive. This presentation emphasizes the importance of integrating technology into client engagement, such as utilizing email, case management software, and mobile communication tools. It guides legal professionals on how to position themselves as invaluable resources, encouraging networking and collaboration within the firm. By sharing insights and facilitating solutions for clients, attorneys can significantly enhance client satisfaction and loyalty, ultimately driving business success.

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Enhancing Client Relationships Through Technology in Law Firms

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  1. Improving Client Relations Henry Chace CIO, Burns & Levinson LLP ILTA, 2007

  2. Why? • Smaller firms typically have smaller clients • Often a close personal relationship between attorney and client • Enhancing the client relationship is important for maintaining and improving business for your firm

  3. Technology is Key • Technology is key to the client relationship • Reliance on e-mail, case management, attorney availability (Blackberry, other PDA’s), etc. • You are a business professional and your expertise and willingness to add value to the client relationship is important

  4. How To Begin • Make your willingness to be a resource known to the senior management of the firm. • Meet with department heads and offer to come to practice area meetings to introduce your willingness to offer assistance. Add value. • Spread the word! You are a resource.

  5. You are an Information Resource • If you don’t know an answer or a solution be THE person who can find out. • Don’t be afraid to not know the answers or to make a mistake • ILTA power – the listservs are a great place for information • There are no stupid questions!!!

  6. You are Resource not Consultant • Advisor – not the “doer” but the person who finds answers and resources • Find the consultant, find the resource and share the information • Coordinate, network, bring talent and resources together

  7. Examples • Client from another city wants Videoconferencing in Boston – asks partner if we have it – partner refers client to me. We don’t have it but I offer to find site, coordinate meeting and take care of all arrangements. Client very happy!

  8. More Examples • Client needs to produce information from an accounting database for his business in a discovery. Very small business – not many resources. Our attorney asks me for help – I research and find inexpensive way to export data needed. Client happy!

  9. Last Example • Client looking for computer support – running a very old network in a small business office outside of Boston. I find local integrator, perform introductions, follow up on the work and make sure client is satisfied with the result. Happy Client!

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