How can we manage client relationships more effectively? Client Management How can we manage client relationships more effectively? Presented by Brian Sweeney & Stephen Keogh (Keyhouse) RESULTS BUILD REPUTATIONS Guaranteed Irish 1

Client Management Do you think technology can improve the “solicitor – client” relationship process in your firm ? Yes No RESULTS BUILD REPUTATIONS Guaranteed Irish

Meeting and Setting Client Expectations Client Management Meeting and Setting Client Expectations What is the client expecting? An understanding of how the case will be handled = Process How does the firm value them = Ethos Process: Roadmap of the Case:- Not just the S68 Letter. Outline the firm’s approach. Present a Workflow summary (showing how the case will progress). Highlight potential exceptions. RESULTS BUILD REPUTATIONS Guaranteed Irish 3

Meeting and Setting Client Expectations Client Management Meeting and Setting Client Expectations What is the client expecting? An understanding of how the case will be handled = Process How does the firm value them = Ethos Ethos: Communicate “how we do the work”:- Demonstrate Commitment to Standards. Transparency & Accountability. RESULTS BUILD REPUTATIONS Guaranteed Irish 4

Meeting and Setting Client Expectations Client Management Meeting and Setting Client Expectations Complaints against Solicitors – Independent Adjudicators Report for the Law Society The Facts in relation to Complaints Recorded: Categories Inadequate Professional Services Misconduct Failure to Communicate 19.27% 10.00% Delays 32.9% Failure to Account 18.35% Accessibility and Response times with clients: Set realistic expectations Schedule update calls at regular intervals. “Best Practice” standards will leads to happier clients. RESULTS BUILD REPUTATIONS Guaranteed Irish 5

Managing the Case through office resources Client Management Managing the Case through office resources Workflow (Utilising Case Management) Standard Communications to Clients Chasing up Associated Parties Key Events, Reviews and Automatic Reminders Support Staff keeping client informed and processing case Record Keeping Basic Information (Client details & Case instructions). Documents & Emails (incld Scanning) – Complete picture. Phone Records , Critical Dates & Undertakings. Time Recording & Billing. RESULTS BUILD REPUTATIONS Guaranteed Irish 6

Managing the Case through office resources Client Management Managing the Case through office resources Effective Communication: Is the information accurate & being kept up to date? – Critical for Reporting. Is it held centrally and easily accessible? (KeyMobile provides access from anywhere) Keeping clients informed about costs – Cited as a common complaint. Client’s perception is that you are always accessible – how is this perception handled? Technology can provide clients with 24/7 access - WebConnect. Need to be proactive to manage issues & objections RESULTS BUILD REPUTATIONS Guaranteed Irish 7

Client Management Do you use Smartphones (iPhone or Android Phone) or iPads in your work? Yes No RESULTS BUILD REPUTATIONS Guaranteed Irish

Keyhouse Time Recording and Bill Drafting Workshop Overview Technology & Software Developments in the Legal Profession Mobile Technology Explosive growth of Mobile devices. RED C Research - March 2012 Device 2010 2011 2012 Smartphone 19% 49% 71% iPad/Tablet 8% 16% 41% Initial applications were consumer based. A growth in Business applications for these devices. RESULTS BUILD REPUTATIONS Guaranteed Irish 9

Managing the Case through office resources Client Management Managing the Case through office resources Effective use of IT fulfils “best practice” standards and saves significant amounts of TIME RESULTS BUILD REPUTATIONS Guaranteed Irish 10

Client Management Action List Check on the quality of your data. Implement basic Rules & Standards. Review Precedents – Are they up to date & relevant? Develop & Review Workflows & Procedures. Start scanning post to cases. – Complete the file online. Review Support Staff Case Management skills. Check on Remote Access to your office – Is it secure and easily accessible? RESULTS BUILD REPUTATIONS Guaranteed Irish 11