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Law Firm Technology: What Clients Want

FEBRUARY 4 – 6, 2014 / THE HILTON NEW YORK. Law Firm Technology: What Clients Want. February 4, 2014 Katherine Hollar | @katiehollar. Take a look at the market. LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014. Client satisfaction is falling. Source: BTI Consulting.

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Law Firm Technology: What Clients Want

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  1. FEBRUARY 4 – 6, 2014 / THE HILTON NEW YORK Law Firm Technology:What Clients Want February 4, 2014 Katherine Hollar| @katiehollar

  2. Take a look at the market. LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014

  3. Client satisfaction is falling. Source: BTI Consulting LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014

  4. Firm clients are insourcing. In 2012, corporate legal departments brought $5.8 billion of work back in-house. Source: BTI Consulting LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014

  5. Opportunities are fewer. 41% of companies are working with fewer law firms than they did five years ago. Source: American Lawyer Media LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014

  6. But client service pays off. 70% of the top 30 client service firms gained market share in 2012. Source: BTI Consulting LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014

  7. Lest you think IT does not in client service… LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014

  8. What is client service anyway? • Understand my business • Show new approaches • Staffing • Billing • Strategy • Technology • Communications Source: BTI Consulting LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014

  9. What is client service anyway? 3.Redefine the legal service process • Provide client-centric educational events and networking opportunities • Build project management systems from the client perspective • Engage in client feedback Source: BTI Consulting LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014

  10. Legal Technology: What Clients Say A Special Survey for ILTA LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014

  11. The Good News 92.9% of in-house counsel have never fired a firm because of poor technology LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014

  12. IT won’t make the sale… 14.3% have selected a firm because of its technology LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014

  13. …but it plays a role. 42.9% address technology requirements in Requests for Proposals (RFPs). LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014

  14. What do clients want us to pitch? • Security and data privacy – 82.1% • E-discovery capabilities – 67.9% • Status updates/reporting – 50% • Custom client intranets/databases – 50% • Dockets and calendars – 35.7% LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014

  15. “What about law firm IT annoys you?” Over-encrypted email: • “Secure email – it is tedious.” • “Having to log in with an access code before emails can be opened/read.” LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014

  16. “What about law firm IT annoys you?” Passive intranets: • “I want real email updates. I don’t want to be told something’s been posted on the intranet. That just creates work for me.” • “Maintaining and operating the system requires multiple tasks…old-school files and emails are fine sometimes too.” LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014

  17. “What about law firm IT annoys you?” Disconnect between client contacts and IT: • “Not being able to leverage technology to access the templates and advice the firm created.” • “Some firms tout technology but their lawyers don’t embrace it.” LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014

  18. “How can law firm IT help win or keep your business?” Little things: • Streamline email security • Achieve certification status - ISO/Safe Harbor/EU Model Clause/HIPAA • Rock e-billing • Enhance mobile access LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014

  19. “How can law firm IT help win or keep your business?” The big thing: Cultivate client empathy. LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014

  20. “Keep the focus on how to make my life easier.” LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014

  21. “It doesn’t matter if the technology is cool or interesting or new – it must always help me in some way.If it doesn’t pass that test, it makes me think…they are inefficient and self-absorbed, which makes me wonder if I’m getting the right value.” LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014

  22. Become a client advocate. • Add a tech piece to materials/proposals • Tech-heavy proposal? Attend the pitch • Provide examples, value calculations • Show, don’t tell • Enhance training – make sure the lawyers get it • Get specific with client teams – customize • Ask for client feedback on IT LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014

  23. Your Marketing Meditations • How can we solve the client’s problem? • What IS the problem? • How can we make the client’s life EASIER? • How can we make the client’s life BETTER? LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014

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