publication of the International Legal Technology Association
Issue link: https://epubs.iltanet.org/i/535467
ILTA WHITE PAPER: JUNE 2015 WWW.ILTANET.ORG 18 IT staff, attorneys and others within law firms face many challenges in delivering these custom solutions. With research, the right choices and a willingness to innovate, firms can set themselves apart from the competition, deliver a higher level of service at a lower cost and develop deeper relationships with their clients. GETTING STARTED When considering a customized client connectivity platform, the two biggest considerations for a firm should be selecting the right platform and ensuring its security. Choosing the platform the firm will use to develop its client connectivity applications usually comes first. The range of options includes collaboration platforms like SharePoint, content management systems and cloud-based platform as a service (PaaS) offerings. These platforms and systems provide a baseline of functionality that can present custom applications directly in a client's business processes, often providing out-of-the-box support for authentication, data and document storage, workflow and search capabilities. Alternatively, the firm could choose to develop a completely custom solution from the ground up, using Web development technologies such as Microsoft.Net. As clients look for ways to drive efficiencies within their legal departments, they might want the firm's service or application embedded directly into their existing technology platforms. Firms should factor this in when looking at their platform options. An equally important consideration is where the client's data will be located. Not all platforms give firms flexibility in terms of deciding where the solution can exist. For example, some cloud-based collaboration systems are software as a service (SaaS) solutions located on the vendor's servers in a multitenant environment. This means that firm and client data will coexist alongside information from other firms and their clients. This can raise security concerns for all involved, so it is important to select a trusted provider with a proven track record in cloud-based information security. Some vendors provide single-tenant solutions with options regarding where the information will be located. Firms could also choose to host the solution in their own infrastructure. In these cases, it is essential that the selected platform supports this option. IDENTIFYING APPLICATIONS AND FUNCTIONS Once a platform is selected, the next step is to determine the needs of the client. Firms should take a holistic approach, thoroughly considering their clients' needs as they decide what applications are must-haves within the new platform. Some of the applications firms should consider include: • File-Sharing: Securely sharing files online could be the most fundamental of all client initiatives. Typical uses involve working on specific deals such as mergers and acquisitions or an IPO. Many solutions allow firms to create individual sites dedicated to specific clients, control access and create notifications when new documents are added or modified. • Workflow: Developing smooth, seamless and efficient workflows can be difficult between firms and clients. Many tools and approaches allow the IT department to speed the collection of data, transmission and signing of documents and other tasks. Solid workflow processes can also improve compliance and audit functions. • Self-Service Document Assembly: Document assembly is another area where firms and clients have begun to collaborate to drive efficiencies and minimize errors. Law firms can offer customized templates for self-service document assembly directly to their clients. Such applications provide real benefits and can help firms establish strong, long-term relationships with clients. When these benefits are combined into a matter-centric solution, they offer greater efficiencies while also enabling the firm to instruct clients on trends and behaviors within their business. For matters or transactions that are highly repeatable, the firm's connectivity solution can define workflows or processes that knit together disparate applications in a way that reduces inefficiencies. CREATING CLIENT CONNECTIVITY PLATFORMS TO IMPROVE CLIENT SERVICE