Login
More firms using tech to improve client experience
An increasing number of legal businesses are recognising that they must embrace technology in order to meet client expectations or be left behind.
Jerome Doraisamy
Pitcher Partners recently released its sixth annual Legal Survey, designed to extrapolate industry insights and common themes across Australia and New Zealand.
“In a challenging legal market, firms should ensure they understand clients’ expectations when it comes to technology or risk becoming outdated and left behind by firms more willing to embrace technology,” Pitcher said in its report.
“Client-facing technology is about far more than static websites and email bulletins, and we expect firms to invest heavily in the coming years in solutions such as client portals, digital document execution technology, and robust customer relationship management (CRM) systems.”
Pitcher expressed concern that – of the individual partners surveyed – 43 per cent said they do not understand the new developments in upcoming legal technology.
“Current technological advancements within the legal industry may radically transform how the profession works, so it is vital that partners are aware of opportunities to futureproof their firm,” Pitcher said.
“It is critical that partners evaluate whether legal service delivery should continue as is and risk being outdated and inefficient compared to their competitors. For those looking to adopt technology changes and new ways of practising law, firms should ensure they have appropriate processes in place to track the return on investment for the increased spend and time to implement.”
It is fundamental, however, that such partners learn to embrace technology, given how much of a growing threat cybercrime poses to law firms of all stripes and in light of the target that the legal profession has on its back from hackers.
It is therefore not surprising, Pitcher found, that law firms have taken action to protect their reputation, businesses and clients: 84 per cent said they use firewalls and encryption and close to 50 per cent use in-house IT security and have a disaster recovery plan. However, only 32 per cent said they are using data analytics and insights to drive their firms forward.
“The main things firms are tracking are incoming referrals, financial performance, customer experience and productivity measures,” Pitcher said.
“Time and cost constraints, lack of awareness around data analysis technology and the perception that firms aren’t at a maturity level that warrants the introduction of new technologies are the main reasons why respondents aren’t using data analytics and insights.”
The same survey found that 88 per cent of law firms think they have an appropriate legal structure, and 90 per cent of individual respondents believe their firm’s structure is appropriate.
Jerome Doraisamy
Jerome Doraisamy is the editor of Lawyers Weekly. A former lawyer, he has worked at Momentum Media as a journalist on Lawyers Weekly since February 2018, and has served as editor since March 2022. He is also the host of all five shows under The Lawyers Weekly Podcast Network, and has overseen the brand's audio medium growth from 4,000 downloads per month to over 60,000 downloads per month, making The Lawyers Weekly Show the most popular industry-specific podcast in Australia. Jerome is also the author of The Wellness Doctrines book series, an admitted solicitor in NSW, and a board director of Minds Count.
You can email Jerome at:
