As a family, we are currently renewing one of the children’s passports in order to head off on holiday. I’m sure readers will be all too aware of the delays relating to passport applications right now. For me, the most important aspect in our application is having full visibility and someone to discuss progress with, due to the number of things that could potentially go wrong – for example, the wrong signatures, a spelling error, or poor picture quality.
The passport office does not compete with others in terms of who uses their service, whereas a law firm must provide a level of service in order to stay ahead of their competition. By satisfying client demands, firms are able to benefit from repeat business, up-selling, and cross-selling opportunities.
‘Success’ in relation to client care can be viewed from many different angles. As a business it is easy to look at success in terms of the end result, whereas in reality the client is measuring the process as a whole.
For law firms in particular, clients want to send and receive information quickly, without the need to wait for post. Ensuring software therefore offers users the opportunity to achieve this, through electronic signatures and access to important documentation, is imperative. Similarly, providing your client with an accessible area that is personalised to their particular matter with the ability to collaborate, share updates and discover answers to questions, gives clients the ability to access information at a time that suits them.
The reality is, successful client care can be achieved through feature rich legal software. However, software providers must take responsibility to help users achieve their objectives, by providing a higher level of service than has previously existed within the market. It’s why PracticeEvolve launched EvolveLearning, which ensures users can take advantage of features within the software that benefit both the firm and their clients. Similarly, introducing Client Success Consultants gives our users a knowledge expert to help build and maintain programmes.
Ultimately, client care should be measured throughout the whole process, not just once a ‘job’ is completed. In order to employ a successful client care programme, firms must consider the legal technology providers they are using, ensuring they can deliver a compliant solution, connected with third party software and who provide a service with the software to ensure features can be learned quickly and maximised by users.
