如何使客户协作成为竞争优势

HighQ Law firmsuccess checklist The questions to ask to make clientcollaboration your competitive differentiator Does your firm offer the experience clients expect?Are there easier ways for you and your clients to collaborate?Do your clients feel empowered? How loyal are your clients? Evidence suggests that the tiesthat bind law firm and client are loosening, and that clientsare becoming ever more willing to shop around for a betterdeal — including broadening their horizons to include The answer: a client portal. A portal creates a seamless,always-open communications channel between lawyersand clients. It eliminates the need to continuously send outmessages on next steps or progress, because the portal itself Today, the client experience is critical. Firms that arebetter at communicating and collaborating with clientshave a sharper competitive edge and curate closer clientrelationships. Not only will they keep their existing clientshappier, they also have a better chance of winning valuablenew business. Many firms are deploying client portals to Solutions such as HighQ from Thomson Reuters® are nowwidely being used as a client collaboration tool, and firmsare using the platform in many innovative ways to ensure Before investing in a client portal solution, there are somefundamental questions firms should ask about where they Equally, it can give you instant notifications of client activityon the site, so that you can respond as necessary. And ifclients do have a question, according to our research*, most Delivering a superior 85%feel they can respond totheir client’s inquiries and statusrequests faster than they could 1. Does your firm offer the experience clients expect? Customer service is paramount, and you want to ensurethat your clients are getting as good an experience — Good communication is essential here. Most complaintsabout law firms are due to a perceived or real lack ofresponsiveness or poor communication. Clients often feelfrustrated when they have to chase their lawyers, and that 2. Are there easier ways for you and your clients Do you find it frustrating when documents are flying backand forth? How do you know which is the latest versionand who has it? When someone is off sick, how easy is itto pick up where they left off? Is fielding calls from clients But how do you make sure you are responsive 24/7? Evenmore challenging, how can you be more proactive about yourcommunications, keeping clients updated on the status of Legal work takes hundreds of different touch points toget the job done. Without a central way to coordinate allthese interactions, there can be confusion, things can takelonger than necessary, and tasks can get missed. If you find Clients may even want to be able to generate some ofthe more standardized work like creating agreementsthemselves. A portal can make these types of legalactivities even more efficient by enabling clients to Portals can make sharing and feeding into documents friction-free because everything is housed in one secure place, andacts as a single version of truth. When a lawyer uploads orupdates a document, the client will be invited to view it inthe portal and take any necessary actions, such as signing it.When they’ve done so, the lawyer will be notified. So, all the Firms that use HighQ are already offering these kindsof valued-added services. Some are going even further,building their own solutions in HighQ and monetizing their “HighQ acts as a hub for ourclients so they have one place togo for status updates, document Tellingly, almost all the law firms we surveyed* (98%) saythey see improved efficiency when exchanging and locating - Innovation/KM Professional see better efficiency whenexchanging and locatingdocuments with HighQ 4. Are you making your clients feel special? Law firms are often concerned with understandinghow they can build their client relationships in a virtualenvironment. Won’t the rise of digitization eliminate that Client portals don’t eliminate the need for personal clientcontact — they just eliminate the need for all thosemundane, and sometimes irritating, touch points such assending documents or chasing things up by email. In fact, 3. Do your clients feel empowered? Many clients operate in fast-paced, demandingenvironments, so they need to feel in control of their legalmatters at all times as they answer to — and increasinglyseek to add value to — their business. They want real- Everyone likes to feel special now and then — and with a clientportal, you can make clients feel like they are the center ofthe universe all the time. You can tailor it just for them, suchas by putting their branding alongside your own to make itlook and feel like it’s theirs. You can make sure it offers themthe information they want to see, in the way they want itdisplayed, and that the right tools are at their disposal, such If you don’t provide this, another firm will. According to thelatestThomson Reuters Digital Strat