law firm technology: what clients want
DESCRIPTION
FEBRUARY 4 – 6, 2014 / THE HILTON NEW YORK. Law Firm Technology: What Clients Want. February 4, 2014 Katherine Hollar | @katiehollar. Take a look at the market. LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014. Client satisfaction is falling. Source: BTI Consulting. - PowerPoint PPT PresentationTRANSCRIPT
February 4, 2014Katherine Hollar | @katiehollar
FEBRUARY 4 – 6, 2014 / THE HILTON NEW YORK
Law Firm Technology:What Clients Want
LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014
Take a look at the market.
LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014
Client satisfaction is falling.
2011 2012 2013
42.2
35.931.4
Source: BTI Consulting
LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014
Firm clients are insourcing.
Source: BTI Consulting
In 2012, corporate legal departments brought
$5.8 billionof work back in-house.
LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014
Opportunities are fewer.
Source: American Lawyer Media
41% of companies are working with fewer law firms
than they did five years ago.
LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014
But client service pays off.
Source: BTI Consulting
70% of the top 30 client service firms
gained market share in 2012.
LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014
Lest you think IT does not in client service…
LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014
What is client service anyway?
1. Understand my business2. Show new approaches– Staffing– Billing– Strategy– Technology– Communications
Source: BTI Consulting
LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014
What is client service anyway?
Source: BTI Consulting
3. Redefine the legal service process4. Provide client-centric educational events
and networking opportunities5. Build project management systems from
the client perspective6. Engage in client feedback
LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014
Legal Technology: What Clients Say
A Special Survey for ILTA
LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014
The Good News
92.9%of in-house counsel
have never fired a firmbecause of poor technology
LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014
IT won’t make the sale…
14.3%have selected a firm
because of its technology
LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014
…but it plays a role.
42.9%address technology requirementsin Requests for Proposals (RFPs).
LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014
What do clients want us to pitch?
• Security and data privacy – 82.1%• E-discovery capabilities – 67.9%• Status updates/reporting – 50%• Custom client intranets/databases – 50%• Dockets and calendars – 35.7%
LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014
“What about law firm IT annoys you?”
Over-encrypted email:• “Secure email – it is tedious.”• “Having to log in with an access code
before emails can be opened/read.”
LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014
“What about law firm IT annoys you?”
Passive intranets:• “I want real email updates. I don’t want to be
told something’s been posted on the intranet. That just creates work for me.”
• “Maintaining and operating the system requires multiple tasks…old-school files and emails are fine sometimes too.”
LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014
“What about law firm IT annoys you?”
Disconnect between client contacts and IT:• “Not being able to leverage technology to
access the templates and advice the firm created.”
• “Some firms tout technology but their lawyers don’t embrace it.”
LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014
“How can law firm IT help win or keep your business?”
Little things:• Streamline email security• Achieve certification status - ISO/Safe
Harbor/EU Model Clause/HIPAA• Rock e-billing• Enhance mobile access
LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014
“How can law firm IT help win or keep your business?”
The big thing: Cultivate client empathy.
LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014
“Keep the focus on how to make my life easier.”
LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014
“It doesn’t matter if the technology is cool or interesting or new – it must
always help me in some way.
If it doesn’t pass that test, it makes me think…they are inefficient and self-
absorbed, which makes me wonder if I’m getting the right value.”
LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014
Become a client advocate.• Add a tech piece to materials/proposals
• Tech-heavy proposal? Attend the pitch
• Provide examples, value calculations– Show, don’t tell
• Enhance training – make sure the lawyers get it
• Get specific with client teams – customize
• Ask for client feedback on IT
LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014
Your Marketing Meditations
• How can we solve the client’s problem?– What IS the problem?
• How can we make the client’s life EASIER?• How can we make the client’s life BETTER?