Using Technology to Improve your Law Firm Client Service

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Why is law firm client service important?


Whether you run a small, mid sized or large legal firm, good client service and client relationships is one of the key elements that will lead to the success of your business. Not only will you have fewer complaints, but client focused firms will also generate the most profits.

Providing good customer service, is about the experience you are providing for current, past and future clients and providing a great, consistent service should be central to everything your firm does.

A great law firm client service will lead to happy clients, which in turn, will lead to more business due to word of mouth referrals as well as online reviews. Most prospective clients will research a firm before deciding to contact them. If you have low star ratings on your Google Review, social media, or Trust Pilot pages, you are likely to be missing out on tons of new clients every day.

In such a competitive market, having a great reputation for your industry knowledge and consistency of service will help you stand out from the crowd.


Understanding what your clients want


Understanding the wants and needs of your clients is the foundation to providing a great service. Figure out how often your clients want to be contacted; would they prefer contact via email or a phone call? Many law firms provide a substandard service as they don’t actually know what their clients want.

The 2018 Legal Trend Report uncovered that 42% of clients wished to be contacted and updated on their case every week, however, only 24% of fee earners thought their clients wanted to be updated on a weekly basis.

Basically, to provide a great experience, you need to be understanding, managing and meeting your client’s expectations and providing an effortless experience for them.


How can technology improve your law firm client service?


  • First point of contact – If you do not respond to a potential client within a short period of time, it is likely that you will have lost the client. You may receive enquiries through your website; however, if you do not respond to these enquiries to acknowledge the client, they may look elsewhere. An automated solution could be set up to ensure a client’s request has been acknowledged, assuring them that someone will be in contact at a specific date or time.
  • Onboarding process – After agreeing to take on a clients case, you should not leave them in the dark and wondering about what is happening on their case. Automating your onboarding process by optimising your case management system will make the process as easy and seamless as possible. You may wish to set up automated workflows and documents to be sent to the clients at this stage of their case. Integrating your case management system with e-signature software may also make the process very easy and time effective for the client, making tedious tasks for them as easy as possible.
  • Throughout the case – One of the main reasons for clients to complain or leave a bad review about their solicitors is due to the fact that they have not been kept updated frequently enough. Of course, updating clients on a regular basis is a tedious task for fee earners; however, case management systems, such as Proclaim, can be developed to allow for automated letters, SMS messages or emails to be sent to clients at specific points in their case. Case updates could be set up and sent as often as a client requires. Frequent updates mean that clients are less likely to call and chase fee earners for an update, leading to an overall enhanced client experience.
  • Upon settlement of a case – When a fee earner has settled a case, the client may be required to make a payment to the firm for their services. Make the billing process as easy as possible by offering online payment options.
  • Efficiency – There are a number of solutions that can be implemented to improve the efficiency of your firm. The more efficient your fee earners are, the quicker cases will be settled and clients will be satisfied that there are no unnecessary hold-ups on their case. Using the right case management system and developing it to allow for automation, workflow optimisation and IT system integration can greatly improve the efficiency of your firm by cutting down on the amount of tedious administratice tasks that would be otherwise carried out by fee earners.


How can Legal Practice Support assist?


Legal Practice Support understand the importance of law firm client service, especially in the economic climate of today where attracting and retaining clients is more important than ever. We can help you improve your law firm client service by developing and optimising your case management system to allow for automation of processes and integration of your systems to make processes as seamless as possible.  

If you would like to discuss how a developer from the LPS team could assist your law firm, please contact us for further information. We can be contacted via e-mail at, or get in touch with us via Live Chat or the contact form, below.


Satisfied client stories

"Since we first began utilising the services of Legal Practice Support, we have seen a dramatic improvement in the capabilities of our Proclaim system. The system has seen substantial enhancements with regards to automation; tasks that previously could take staff hours, can now be completed within minutes."

Mark Brierley

Director, Beacon Law

"Prior to their (Legal Practice Support) involvement, we had little to no reporting; and what we did have was generally manually accumulated data on spreadsheets. Since Legal Practice Support began enhancing our system, they have enabled us to receive key management information as and when required, which allows us to evaluate key areas of the business, as well as provide overviews of fee earners' case progression and their performance amongst other things."

Mr L Ali

Director, Hunter Price Khan

" We have had the out of the box Proclaim system for many years, and whilst we were content with its performance, it wasn't until we utilised the services of Legal Practice Support to help streamline and automate our workflows that we really saw its potential to save time and money by maximising the efficiency of our workflows."


Yasar Ali

Clarity Solicitors

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