publication of the International Legal Technology Association
Issue link: https://epubs.iltanet.org/i/1333327
I L T A W H I T E P A P E R | K N O W L E D G E M A N A G E M E N T & M A R K E T I N G T E C H N O L O G Y 63 and bandwidth of various lawyers within the firm, and understand the prospect's needs in order to leverage technology to get an efficient answer to whether or not representation is possible. Onboarding As engagement with the new client is established, the onboarding process relies heavily on technology to flow seamlessly. From running a proper conflict check, to utilizing pricing data in your time & billing system to appropriately price the matter, to smooth communications with the new client to explain the firm's processes and allow communication to flow expeditiously - we cannot welcome new clients of the firm without solid technology in place. Especially in the age of the pandemic, we rely heavily upon technology to communicate with clients with whom we cannot meet in person, access to savvy tech solutions can make or break a new client's onboarding experience. That can include, but not be limited to, things like: • Client extranets for up-to-date pre- budgeting transparency and access to current billings; • Ease of online payment options and matter billing history; • Cloud-hosted RFP responses, marketing collateral, and other information about preferences which the client will find valuable during the engagement; or • Explanation and assistance with any technology the client will need in order to have a smooth onboarding experience. Even the best laid tech solutions can, at times, cause frustration. Coupling savvy marketing technology professionals, client service professionals, and firm operations professionals ensures that each client has a painless onboarding process, as we reinforce the importance of the client's comfort and ease of working with the firm and measure the effectiveness of this phase through an increase in new matters. Service During the client's service experience while a matter is open, the technology support is not only through the legal technology tools utilized by the attorney to perform the required actions. There are plenty of opportunities to use technology to maintain the health of the matter: • Careful monitoring of billable hours against any pre-budgeting; • Timely dissemination of matter information into a knowledge management system for use in future RFPs or submissions; "Even the best laid tech solutions can, at times, cause frustration."