Armstrong Watson interview Allan Carton on Management, Legal Tech and Client Relationships.
What do you see as the key developments in the legal profession right now?
In our areas of working with law firms on
developing new business opportunities, the overriding picture I see is the
emergence of some law firms that are more capable of differentiating themselves
from their competitors than others. Key
factors helping them to do that include:
which is making a difference where it’s been allowed
to settle in, allowing time to take a step back to take stock of the business,
clients, service, how people are managed, how technology is being used and the
rest; and then being pro-active and persistent to introduce improvements.
to let lawyers and their clients work and communicate
more effectively and move to a digital (paper-lite) environment. The tools enabling this are increasingly
user-friendly and intuitive to use either in the office or on the move,
allowing people to work more flexibly.
demand from clients for more of what they value
in a legal service, however
difficult that may be to define.
to more proactive procurement
that the need to build a culture
where the lawyers are inquisitive and innovative enough
to develop and harness these new opportunities is increasingly critical. The firms that haven’t got there yet need to
There’s a lot of talk about AI (Artificial
most firms still need to get the basics in place
a platform for the future.
Hosting in a
private or public cloud (e.g.
environment should be considered seriously as an option
In developing new business, most of the best
opportunities lie in the client and contact database, but the information here
on the people and the firm’s relationships is usually incomplete or outdated. Lawyers just don’t have time to constantly
update this information as a matter of routine, which is why CRM systems have
often failed. You should consider using
centralise, cleanse and automate the reliable capture, enrichment and update of
that information going forwards. It is
the piece that has been missing from CRM systems in the past.
Well, it’s not just about the lawyers. Thinking about what I see happening right now,
but not in anything like enough firms yet –
more efficiently. They can spend time
configuring not just workflows in a case management system, but also tools in
Office 365 like Teams (collaboration), Power BI (management reporting), Skype
(online meetings), Security & Compliance (GDPR) and much more.
There is much that can be done to improve
engagement with clients. For example,
more use of speech recognition integrated with case management releases time
for secretaries to let them become “client managers”. Reliable automated capture and enrichment of
contact and relationship information provides more time and ammunition to let
lawyers focus on client relationships; not just doing the work.
Building relationships with clients makes the
job of any lawyer much more enjoyable.
What are your top tips for law firms?
Get professional management in place
them and try not to interfere/inhibit them too much.
Get and keep your client data up to date
you can be pro-active in developing your relationships. That will make you stand out.
about their world.
To discuss and explore any of the points mentioned in this interview
, contact Allan on 07779 653105 or at email@example.com There is also an option to
schedule a FREE 30-minute consultation here
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