Peer to Peer Magazine

Summer 2018

The quarterly publication of the International Legal Technology Association

Issue link: https://epubs.iltanet.org/i/1025033

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6 PEER TO PEER: THE QUARTERLY MAGAZINE OF ILTA | SUMMER 2018 BEST PRACTICES Using Collaboration Tools to Deliver Amazing Client Experiences Using Collaboration Tools to Deliver Amazing Client Experiences Good service for your clients is not a new concept, but over the last decade or so a shi in power has given customers the ability to influence the way business is done. As a result, it is easier than ever to draw a direct line from client experience to revenue in the legal industry. Clients expect legal services to be delivered expertly, affordably, efficiently and transparently. Traditional business tools cannot keep up and legal departments are embracing digital transformation to pick up the slack. Technology is rising to the challenge and providing new ways to interact, collaborate and adapt to the customer while reducing cost in the process. "Companies who lead their industry and see success are customer led," said Cheryl McKinnon, principal analyst with Forrester. "They are responsive and able to adjust their processes and capabilities to beer align to their customer expectations." While technology is creating beer experiences and greater accessibility in the legal process, it is also creating a heavy burden of responsibility to safely and securely manage client data, interactions and information. In addition to complying with data security regulation, companies must build trust to inspire customer loyalty. Responsible data handling is a new market imperative and digital tools must balance usability with security. Industry trends and data from Forrester surveys indicate that real-time collaboration and security are on the minds of legal departments and clients alike. Here are five ways to deliver an amazing client experience with secure, intelligent collaboration tools. Embrace Your Extended Enterprise Serving a client is not a one-to-one relationship anymore. In the course of a single day you may interact with the client as well as consultants, suppliers, regulators and contractors. Each of these parties plays a role in reviewing, editing, following-up and managing tasks to move the work forward. "As we move into more digital ways of working we are also breaking through the fourth wall of enterprise," McKinnon said. "We need to work with our clients, suppliers, subcontractors and subject maer experts and make them a part of this end-to-end work collaborative experience." Your platform will be most useful if it can speak to all of these relationships and truly be the nerve center for your business. Simple file-share technology does not allow that level of transparent collaboration. A true digital collaboration tool will offer a single, unified experience that gives the client a peek behind the curtain to see the true value of your work. Reap the Rewards of Cloud-based Collaboration and Content Services One of the greatest benefits of digital transformation is the ability to be more agile. Soware-as-a-service (SaaS) perfectly embodies this powerful flexibility. Using cloud-based SaaS solutions, businesses can lower costs while quickly adapting to beer serve changing customer needs. Cloud-based solutions can be quickly developed, deployed and adopted. The age of the customer has arrived, even in the practice of law. by Joanne Woolford JOANNE WOOLFORD Joanne Woolford serves as Client Success Manager at HighQ. She is passionate about delivering innovative technology solutions to meet the needs of her clients. She graduated cum laude from the University of Pittsburgh and has seven years of experience serving customers in both the legal and software industries. Joanne often shares industry insights, offers support and collaborates with thought leaders to craft unique and memorable client experiences.

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