Investment in client experience biggest priority for SME law firms looking to grow – Find out more with Access Legal
A recent industry report has revealed that a significant number of SME law firms expect their revenue to increase in 2025 with improving the client experience central to their plans for success.
The Legal Practice Management’s Frontiers report, released earlier this year and supported by leading provider of software and services to the legal market, Access Legal, part of The Access Group, found that nearly 80 per cent of SME law firms expect revenue to increase through the remainder of this year into 2025. With improving the client experience and building a ‘digital-first’ culture topping the list to be critical for future success and finding a competitive advantage.
SME law firms have proven their commitment to these priority areas with 64 per cent already having increased their technology spend year on year. The clear focus on client experience is evident with 60 per cent stating their client-facing technology needs either improving or replacing.
In a drive to add significant further value to its existing clients, earlier this year Access Legal acquired inCase – an intuitive mobile app that makes communication easier between law firms and their clients, keeping them better informed throughout their case. The app has built a strong reputation to help firms improve and deliver exceptional client services, as well as increase profitability and growth, particularly in consumer legal services such as conveyancing, wills and probate, personal injury, family and employment law.
inCase founder and CEO Sucheet Amin, senior partner at Aequitas Legal law firm, shares: “I’ve seen first-hand the impact delivering exceptional client services can have on a client’s experience, the firm’s reputation and in turn the firm’s profitability. It’s no surprise that the evidence highlights the criticality to improving the experience for clients when using a law firm. Client engagement plays a pivotal role in shaping experiences and at inCase we’ve seen an increased investment in technology to support this digital transformation – helping to boost repeat business, referrals and client service.”
Following the priorities of client experience and digital first culture, tackling cost challenges and understanding ROI were identified as the next priorities for SME firms.
continues: “When working with a legal technology provider, understanding ROI must be top of the list to ensure you’re investing in the right solution and maximising potential. Your partner should help you to review critical metrics such as client conversion and retention rates, average transaction times for matters, volume of inbound calls/messages, and time spent on billable as well as non-billable tasks to help prove the ROI. Investing in the right solutions will be key to revenue growth into 2025.”
Access Legal provides law firms with a wide suite of solutions to support their practice, people and client strategies, which include software for legal compliance, case management and legal accounts, as well as a cloud-hosting and IT management service which adds another layer of data safety and security to a firm.
Access Legal launched in 2021 and more than 3,500 UK law firms currently benefit from its solutions. Its client portfolio includes The MAPD Group, Minster Law, Wolferstans Solicitors and Neves Solicitors LLP. Access Legal is part of The Access Group, one of the UK’s leading providers of business management software to mid-sized organisations in the UK, Ireland, USA and Asia Pacific.
For more information about how Access Legal can support a law firm, visit: https://www.theaccessgroup.com/en-gb/legal/
