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Innovation is the key to client retention

Legal Technology leads to client retention
Legal Technology greatly impacts client retention

A leading international law firm is planning to win more clients by implementing innovative and unique client care strategies.

“We are aiming to offer unique service that will match with the new state in the ever-changing legal market. This will help us meet our clients’ needs accordingly,” said Allens partner Anna Collyer, while speaking to Aussie Lawyer Blog.

Ms Collyer said that their clients often face instability through rapidly changing situations, forcing them to adapt to the changes in order to remain relevant in their businesses. Thus it is important for their service providers to innovate in order to help them fight economic factors such as globalisation as well as decreasing costs of technology.

A recent study carried out by the firm showed that clients consistently needed their lawyers to give them alternative approach to issues such as specific proposals, service delivery and tender requests from their clients. They said that clients want their service providers to innovate. “This has been the trend for the past few years and it shows something creative needs to be done,” said Ms Collyer.

Therefore, it is advisable for law firms to consider delivering services that are designed to cater for their clients’ value. In order to ensure consistent client retention, lawyers need to put in new measures that will continue to meet their clients’ needs. “What matters in this environment is striving to continually evolve our value proposition by meeting our clients’ changing needs in different and innovative ways,” said Ms Collyer.

Solving the clients’ problem in a new way is incredibly important in the legal market. That shows that innovation is now becoming the new means for differentiation. Clients can immediately tell the firms that will save them from the rapid disruptions. Therefore, it is highly important for law firms to deliver services that are highly valued by their clients. That way, they will ensure great client retention.

“Our law firm has put in place innovative and new strategies in every sector we cover to make us outstanding from our competitors,” said Ms Collyer.
They have planned to approach the issue using two key aspects of their strategy. First, they intend to get close to their clients and understand the nature of their problems. It will help them know how to handle their clients’ cases with utmost respect in real time.

The other approach will involve multidiscipline. They have nurtured a team of experts majoring in different disciplines including legal, pricing and technology project management. The team will work closely with clients and lawyers to ensure that they deliver bespoke, integrated solutions for their clients.

They expect their clients to appreciate their efforts only by being innovative towards meeting their clients’ needs. However, this is considered to be a daunting task by other law firms because they overlook the benefits it offers.Ms Colyer said that as a firm, they have a great team of lawyers and experts that can develop an effective framework with the sophistication and functionality to address those ideas in real time. She admits that they are smart legal personnel with fabulous ideas.

Ms Colyer said that as a firm, they have a great team of lawyers and experts that can develop an effective framework with the sophistication and functionality to address those ideas in real time. She admits that they are smart legal personnel with fabulous ideas.

She gave advice to other law firms that they should be prepared to handle things differently because there are opportunities to try new approaches.

Written by Joseph Craig

Joseph Craig

Joseph Craig is a writer, blogger, legal researcher and best-selling author of dozens of technology, law, digital marketing and self-development books and courses.

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