Delivering customer excellence in the legal sector

Organisations in the legal sector face growing pressure on profits, coupled with rising staff costs. Advancements in technology impact all aspects of a law firm’s operations, from client experience to business support and staff recruitment and retention. An emerging focus on improving efficiency sees legal firms moving towards the improved use of technology and the standardising and centralising of processes.

Technology as the key to future success

Top 10 firms are starting to lead the adoption of digital and emerging technologies. Increasingly, firms appear to recognise the role these technologies can play, with ‘client experience’, ‘operational efficiencies’, and ‘new services’ being the drivers for adoption.

An increasing number of top firms are viewing technology not just as a means to boost efficiency, but also as a way to re-imagine how they will deliver legal services.

The future of work for legal firms will change as technology, including robotics and AI augment employee workloads. This increased automation will enhance the employee experience, reducing the time spent on processes and allowing greater risk management coverage.

Larger firms will embed best in class technology into all of their legal processes and will continue to innovate as better software tools emerge.

Large traditional law firms will have powerful strategic advantages in the future.

  • Strong, trusted brands
  • Well-established international networks
  • Long-standing client relationships
  • Exceptionally talented and highly trained people

Customer focus to create differentiated experiences

Large law firms hold an additional critical advantage, with rich, unstructured data on each of their longstanding clients. Analysing this data will reveal how firms can:

  • understand their clients’ business and their legal risks
  • provide and shape meaningful, differentiated client experiences

In the future, data rather than experience will drive the decisions and actions of successful law firms. Firms will have their own predictive analytics for their clients, trained through case history. This will favour firms with the deepest experience, discourage clients from switching advisors and future proof businesses.

Staying ahead in the new world of work

The new way of delivering legal services will depend on a range of professionals, not only lawyers. New specialisms will emerge – legal project managers, legal process designers, law technologists and law data scientists.

Law firms will develop rewarding career paths for these people to attract and retain them. Sales teams will also professionalise, helping navigate the procurement process.

Distinctions between ‘fee earners’ and ‘non-fee earners’, ‘lawyers’ and ‘non-lawyers’, ‘permanent employees’ and ‘contractors’ will blur. The law firm of the future will offer different career and working options where talent mobility solutions will be the key differentiator in how this new workforce will operate.

How RRD is supporting the legal industry

As a leading provider of outsourced communication and business services, RRD works with many leading law firms. Our experience in the legal sector means our teams have a deep understanding of the ongoing compliance and business challenges you face.

Our approach is to put the client experience at the heart of every law firm, aligning the client journey through process management and proven technologies used by digital front-runners.

We work with you to differentiate and enhance interactions with your clients at every touchpoint — in the channels and formats your clients want. Take a look at our full range of services to see how we could help you.