Meeting clients' greater expectations? Unlock your higher levels of agility now… – Today's Conveyancer
Lean and agile commercial businesses are known to deliver higher profits, increase employee engagement, and more thoroughly satisfy customer needs.
There is little doubt that technology is playing a vital role in this success. To the extent that some organisations have been able to achieve 20-30% improvement in their overall financial performance. However, customers’ expectations have also changed. Similarly, in the legal business arena, where being more agile now can help you meet and even exceed your clients’ expectations.
In a blog post dated 26th August 2021, Daniel Docherty describes the change in perception which occurred when business technology was leveraged during the pandemic. Until it was no longer regarded simply as an addition to existing processes but used instead to maintain performance and growth in remote working:
“Agility has always been one of the central pillars upon which long-term, sustainable success is built, but the pace at which today’s environment changes has evolved so dramatically that agility is now a necessity rather than a luxury.
Agility underpins every aspect of business, from marketing and product development right through to how a business handles its finances and makes game-changing decisions. Gone are the days of on-premise monolithic systems, which are expensive to run, difficult to maintain and costly to upgrade. Instead, today’s organisations choose cloud-based platforms that allow for greater flexibility, agile cloud automation, and intelligent data analytics that enable them to make rapid-fire judgments and instantly change direction.”
Adobe’s 2022 Digital Trends Report is an interesting read, which illustrates how organisations are currently overcoming significant challenges with agility. Whilst in an article dated 11th May 2021 Victoria Cromwell, a Director of BARBRI indicates that the advantages of business agility also include:
In a Forbes Technology Council article, Mark Schlesinger took the view that companies with more agility aimed to complete each project in smaller steps, and in less time. Allowing for increased accuracy, and engagement. Output could be assessed, providing feedback along the way and potentially better results. Benefiting different sections of the company including operations; technology; finance; customer service and so on.
You may find the following helpful in increasing your agility:
Other ways to increase business agility may involve processes and methods with which you are not familiar. Examples of this might include:
This remains at the forefront of increasing business agility, and in turn, satisfying clients’ expectations. A few ideas on lawtech are below:
Articles on the inCase website illustrate how using this particular app has helped legal businesses not only survive lockdown by remote working but also thrive. 71% of adults say they never turn off their mobile phone, whilst 78% couldn’t live without it. Making this an essential tool for business agility in leveraging the following features:
These can be sent back within minutes, instead of taking five days or more by post, and is suitable for 99% of all documents used by law firms. Including onboarding documentation. Each electronic signature has the same legality as a wet signature.
If done manually, verifying a client’s identity is often time-consuming and adds significant cost to the case, but remains a necessity to protect lawyers and clients from identity theft or scams.
A client is notified on the app that he or she needs to complete an ID check when a file is opened. The process can then be undertaken at his or her convenience, again on the app, through a combination of document scanning and facial recognition technology. InCase is the only provider to use the NFC chip reader for document scanning on both Android and Apple phones. Enabling the cryptographically signed data on a passport chip to be read. While the facial recognition software can confirm a match between the ID photo, and a live recording of the client. Making the identification process reliable, and easy to use.
Sent instantaneously and received through the inCase app, with TLS encryption used by the banking industry. The message can carry the same attachments as an email or letter sent through the post. Such as medical reports or property guarantees.
Clients know exactly what their case involves, and the stage reached in the legal process. When an action is taken this moves the file to the next step, and the client automatically receives a push notification alert of the progress made. Without any additional input being required from the lawyer.
In an article dated October 21 2020, again on the inCase website, takes a deeper dive into clients’ experience with legal technology. How they often rate it alongside the other digital experiences they have had. Such as on Amazon. Ranking the comparison across all sectors. Not only in the legal services industry. Inevitably leading many clients to believe they will receive the same exceptional experience from your firm.
Research conducted by the Law Society has also suggested that a self-service law model, involving minimal interaction with lawyers, isn’t far away.
With this, and business agility in mind, are you doing everything you can to provide the optimal experience for your clients? Or is it time to consider increasing your agility and the legal technology you may, or may not be using? Especially when you consider the latest technology or software you most likely use every day in your own life.
These are the sort of questions your competitors are now asking themselves.
This article was submitted to be published by inCase as part of their advertising agreement with Today’s Conveyancer. The views expressed in this article are those of the submitter and not those of Today’s Conveyancer.
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inCase™ are an “award-winning” mobile applications and software management company specialising in solutions for legal professionals.
We are a business dedicated to making continuous improvements within the legal industry using the latest pioneering technology.
inCase™ is the first mobile application dedicated to help law firms improving communication with clients.
inCase is the most innovative way to communicate with clients efficiently and securely.
With our customer services mobile app, we provide the technology, expertise and efficiencies for Lawyers to provide the very best in customer service.
Our mentality is as lawyers firstly, technology providers secondly. Our unique background means we understand the difficulties and obstacles that lawyers face on a daily basis. Along with the pressures and desires business owners hold in running their firms.
Digital Signature
Sign documents quickly with our digital signature system.
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Our market leading Identity check feature provides the ultimate reassurance of your client’s identity.
Branded App
Choose our branded level and have your very own app designed for you.
Forms & Questionnaires
Send your forms to clients to complete through the app in record time. It saves the progress and allows clients to fill.
Multiple Cases
inCase can work with any discipline of law, so clients can have multiple files with you inside one app.
Client Document Upload
Clients can upload or scan documents straight from their phone, tablet or computer.
Client to do List
Keep clients organised. Create a list so they know what they need to do.
Secure Messages
Provide a communication trail for clients. It is an easy way to communicate with each other.
Process Flows
Have multiple process flows and make them bespoke to you. Set trigger points in your CMS and keep your clients fully informed.
Push Notifications Become proactive! Let clients relax knowing their phone will ‘ping’ with any update or action.
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