1. 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)
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2. Client Management
Do you think technology can improve the “solicitor – client” relationship process in your firm ?
Yes No
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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
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.
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4. 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.
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5. 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.
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6. 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 & s (incld Scanning) – Complete picture.
Phone Records , Critical Dates & Undertakings.
Time Recording & Billing.
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7. 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
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8. Client Management
Do you use Smartphones (iPhone or Android Phone) or iPads in your work?
Yes No
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9. 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.
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10. 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
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11. 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?
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