Posted 23 August 2019

Legal client portals have come a long way in the past few years. These days, client portals allow lawyers to do so much more than just share information online with their clients. More firms are turning to automated client portals to develop innovative, online client services, whilst also boosting their profitability. 

How does it work? Client automation portals use document and workflow automation to enable clients to instantly access and download firm-managed legal documents. By streamlining legal transactions, these self-service portals make it possible to engage in more sustainable fixed-fee arrangements, whilst also ensuring consistently high quality work. 

With the right approach and technology, client automation portals can greatly improve efficiency, service differentiation, and profitability. Here, we take a more in-depth look at how client automation portals work and the key advantages of implementing them at your firm. 

How do client automation portals work?

Client automation portals are custom-built for each firm, depending on their unique requirements. However, all client automation portals are created to enable clients to easily access automated versions of the firm’s most frequently-requested and highest-value documents. Clients login to their branded firm portal, where they can request a document (such as an NDA), complete a short online form, and then generate the firm-approved document. All of the master templates are managed by the firm to ensure clients access only the most relevant and up-to-date versions whenever they use the system. 

What are the benefits of a client automation portal?

Client automation portals offer ample benefits for both firms and their clients. Here, we look at the top benefits of implementing a client automation for your firm. 

Create service differentiation

The legal landscape has never been more competitive, and firms need to innovate to stay ahead of the curve. With client automation portals, firms can offer clients a differentiated experience - one that’s customised to the needs of the client. These unique portals also enable firms to expand their service offerings and uncover new and tailored ways of collaborating with clients. 

For example, iManage, the leading provider of work product management solutions for law firms, uses client automation portals to provide guidance to their expanding network of implementation partners. Using the system, iManage partners can easily onboard their clients and quickly generate tailored implementation-related documentation, such as deployment guides and contracts. 

Win new business

By developing innovative, online client services, firms also are better positioned to win new business and retain key clients. Client automation portals are a great way for firms to showcase their advanced automation capabilities, something that an increasing number of clients are requesting. Additionally, offering a broader range of services can go a long way in retaining current clients. 

Bolster profitability

Fixed-fee arrangements have become commonplace, and firms must adapt. Client automation portals offer a profitable approach to fixed-fee transactions. Take for example, how charity law experts Bates Wells Braithwaite (BWB) use its Get Legal portal to provide fixed-fee advice to its charity clients. The firm’s charity clients can easily access and customise essential legal documents at reasonable prices, providing a cost-effective alternative to engaging full legal services. At the same time, BWB has more control over its costs and profit margin. 

In summary, client automation portals can provide endless value to legal firms, and their clients. Not only do they increase efficiency and streamline transactions, they also allow firms to focus on what they do best - providing advice and counsel. 

To learn more about how your firm can benefit from client automation portals, check out our client automation portal demo or get in touch with us.

Posted 21 May 2020

The arrival of the COVID-19 pandemic has made one thing very clear: traditional ways of working will forever be changed. As law firms across the globe partake in the world’s biggest work-from-home experiment, many are quickly realising the importance of digital transformation. 

In a recent article for The Times titled Technology is the Key to Stopping Coronavirus Wiping out Law Firms, legal-industry expert Richard Susskind argues that if “law firms cannot find a way to work remotely in the coming weeks, COVID-19 will rapidly run them into the ground.”

Prior to the pandemic, law firms were already in a state of technological evolution driven by evolving client demands. However, the rapid transition to remote work has propelled the need for legal innovation to the forefront, especially since it’s a trend with staying power. On the other side of the pandemic is a new legal landscape that prioritises flexibility, collaboration, security and innovation. 

Moving forward, law firms that embrace digital innovation and prepare now for the “new normal” are the ones that will come out ahead. Here, we offer some tips to thrive in the post-pandemic legal landscape. 

Move to the cloud

In the wake of the COVID-19 outbreak, many firms face a real scenario where the ability to quickly scale up at a moment’s notice has true advantage. One of the key benefits of a cloud-based infrastructure is the mobility it provides. With cloud-based applications, lawyers and staff can access programmes and information through their browser, wherever they may be working, without having to download applications on a physical computer. Ultimately, this enables your firm and workforce to be more nimble, agile, and efficient - no matter where they are. 

Prioritise self-service

Social distancing measures have accelerated the need for self-service platforms across almost all industries, whether it be online banking alternatives or self-service legal portals. As clients and lawyers alike embrace working from home, now’s the ideal time to consider how your firm can continue to help clients get the documents and advice they need with less hands-on support. Legal self-service portals offer firms an always-on model of service that empowers clients to create their own firm-managed legal documents on-demand. 

Digitise client onboarding

While new clients may not be won with a handshake these days, there are still clients to onboard and new matters to accept. The concept of self-service can also be applied to new clients and matters by creating a digital client intake solution. Not only do digital intake solutions enable the client to provide their own information via a web interface, they can also be integrated into the firm’s internal systems and automatically assess risk based on a defined set of requirements. Digital onboarding solutions enable firms to automate client onboarding, streamline risk analysis and speed up business acceptance - all from the cloud. 

Automate the contract lifecycle

As remote work becomes the new normal for law firms and businesses, the ability to quickly generate, negotiate and execute contracts online will be a key focus for firms. By employing workflow automation, law firms can move from traditional ways of negotiating to modern solutions powered by online questionnaires and e-signing capabilities.  

Focus on security and compliance

The onset of COVID-19 has already brought with it a bevy of new cyberattacks aimed at exploiting the pandemic to spread malware and steal sensitive information. Many firms now find themselves struggling to navigate the new cybersecurity implications of remote working, while also ensuring compliance with regulatory requirements. 

Fortunately, secure online automation tools like Sysero can help keep remote teams productive, whilst also ensuring compliance and protecting sensitive data. Cloud-based automation tools can be used to guide users through firm-approved processes, which limits the risk of human error and ensures compliance at every stage. When assessing new tools, be sure to consider the ability to customise compliance and data security policies. 

While COVID-19 may have rushed digital transformation for law firms, those that want to stay relevant post-pandemic will make it a long-term priority. Whether you’re looking to automate internal processes, expand into self-service portals, or digitise your contract process, we can help you architect a solution to meet your requirements and help effectively navigate a new way of working. 

Posted 7 December 2020

In 2020, law firms around the world faced the sudden upheaval of business-as-usual. The traditional office environment quickly became the kitchen table and firms were charged with finding new ways of maintaining business continuity in a socially distanced world. 

As we close out the year, many firms are preoccupied with how best to return to normal (or something close to it). Yet, as the pandemic continues, it’s becoming increasingly clear that ‘normal’ in the future may be something very different than what we’re currently used to.

However, one thing is clear as we head into the coming year: creating a connected client experience is imperative. Competition in the legal market is heating up and delivering a stellar customer experience matters now more than ever. In today’s legal market, many firms look the same to prospective clients - they fail to project a compelling value that distinguishes them from the competition. Yet, differentiation will be key in standing out in a highly competitive market - and mastering the remote client experience is essential. 

From client onboarding through to client service and execution, creating and sustaining a connected client experience is a must in 2021 and beyond. Here, we look at how firms are already using end-to-end automated legal technology solutions to build stronger relationships, drive profitable revenue growth and create differentiation through client experience.

Automated Client Intake and Onboarding

New clients may no longer be welcomed with a handshake, but there are still new clients and matters to accept. Given the work-from-anywhere world we’re now in, being able to quickly accept new clients and matters online, whilst ensuring regulatory compliance is crucial to keep business moving forward.

Traditionally, the client intake process at many firms has relied on manual and time-consuming processes, such as comparing and entering information across multiple systems. This approach not only creates a lack of visibility, but also presents a greater opportunity for key considerations to fall through the cracks. 

That’s why an increasing number of firms are turning to workflow automation to streamline processes, mitigate risk and increase profitability. A prime example of this is top-tier rated international law firm Wikborg Rein’s digital client intake solution. The digital solution, developed in collaboration with Sysero partner PSA Consulting, employs Sysero’s workflow technology to power intuitive web-based acceptance forms where new clients and cases can be registered. Once the necessary information is collected, it’s automatically assessed and verified against public registers and databases and the client’s identity is authenticated through their Bank Identifier Code. Any client or case that falls outside the requirements is automatically routed to a workflow for further assessment to ensure compliance. Once approved, the new client and case are automatically created in Wikborg Rein’s integrated internal systems. 

The new solution has empowered Wikborg Rein to transform client intake from a set of disparate and onerous tasks to a streamlined, quality-driven and comprehensive cloud-driven process. With faster acceptance and higher quality evaluation, Wikborg Rein can onboard more clients and get to work quicker with reduced risk. 

By moving your own firm’s acceptance processes to the cloud, you can empower remote users to quickly onboard new clients and cases, speed up intake and mitigate risk - all whilst creating a better client experience.

Digital Contract Management

In recent years, automated contract solutions have become a key driver of efficiency and productivity in today’s law firms. However, moving into 2021 and beyond firms will need to solidify and scale their ability to create, negotiate and execute contracts via the cloud. 

With lawyers, staff and clients all working from remote locations, it’s never been more challenging for law firms to effectively manage the contract lifecycle. However, legal automation technology solutions like Sysero are making it easier than ever for firms to create legally enforceable contracts from anywhere. 

With a cloud-based contract management solution, your firm can manage the entire lifecycle of a legal transaction - from initiation through to archiving and review - from remote and disparate locations. For example, using Sysero, lawyers can quickly generate new contracts from an online questionnaire, send to signatories for e-signing (signatories can even sign via their mobile) and then automatically file executed contracts as PDF’s in the firm’s DMS. 

By adopting an automated contract management solution like Sysero, firms can create a seamless contract management lifecycle and keep business moving regardless of where people are working. 

Self-Service Client Portals

As both lawyers and clients adopt remote ways of working, successful firms are finding new ways of providing quality service delivery with less hands-on support. One way that forward-thinking firms are adapting to this new world of work is by empowering clients to access on-demand legal transactions via self-service portals. 

While self-service portals aren’t a new idea, they are becoming increasingly in demand as firms try to uncover new ways to provide differentiated value to their clients in a socially distanced world. These cloud-based portals provide clients with the ability to generate their own firm-approved legal documents on a self-service basis. Clients simply find the relevant template within their law firm-managed portal and complete the required information via a guided online form. 

This self-service approach affords firms the flexibility to serve clients in a remote environment, while also creating service differentiation and boosting profitability. From the clients’ point of view, they receive high quality, on-demand service when and as needed from their firms. 

City law firm Bates Wells Braithwaite’s GetLegal portal is a wonderful example of how firms can connect with clients through self-service portals. Built using Sysero technology, the GetLegal portal provides the firm’s charity and nonprofit clients with on-demand access to the most commonly used legal documents - providing clients with the support they need with few required firm resources. 

As we approach a new year, now’s the ideal time to consider what opportunities lie ahead for your firm. At Sysero, we’ve helped some of the world’s leading law firms modernise their client experience with end-to-end legal automation technology.

To learn more about how we can help you build a more connected client experience in the coming year, get in touch with us. 

Posted 31 August 2024

Today’s law firms are increasingly leveraging artificial intelligence (AI) to enhance services and streamline their operations. In fact, a recent survey found that nearly three in four lawyers (73%) say they plan to utilise generative AI in their legal work within the next year.

One area that’s ripe for AI-driven innovation is knowledge management. Effective knowledge sharing enables lawyers to draw on the collective expertise and experience of the firm, ensure quality legal services and advice, and power greater productivity. By leveraging AI tools like ChatGPT, law firms can boost efficiency by making it easier for lawyers to uncover the knowledge they need, when they need it. 

The Challenges in Knowledge Accessibility 

Most firms today store their knowledge bases within a document management system (DMS), SharePoint depository, or a proprietary knowledge management system (KMS). These systems use metadata, such as document type, author, creation date, tags, etc., to allow users to filter, search and navigate through vast amounts of information efficiently. More advanced KMS applications also support taxonomical metadata, unlimited fields, and employ relevancy search engines. These advanced taxonomies make it easier to manage complex information. They also allow users to uncover information quicker and easier using fewer search terms, while providing context around searches and documents. 

While most modern knowledge bases have robust search capabilities, many lack a natural language interface like ChatGPT. ChatGPT serves as a natural language interface by allowing users to interact with it using plain, conversational language, mimicking human-to-human communication. Imagine asking your KMS to create a lockbox clause for a Share Purchase Agreement and receiving the ideal clause tailored to your specific needs. However, getting ChatGPT to understand your specific purpose can be challenging. While you can provide detailed input to guide content generation, the system's vast corpus of information often requires it to make numerous assumptions, which can result in less accurate answers.

Using ChatGPT to Improve Knowledge Management 

Law firms can leverage ChatGPT to offer their lawyers a more intuitive and efficient method for sharing and discovering information across the firm by pairing with their current knowledge bases. This is achievable through an AI framework called Retrieval-Augmented Generation (RAG), which combines generative large language models (LLMs) with traditional information retrieval systems. RAG essentially is the process of optimising the output of a large language model (such as ChatGPT), so it references an authoritative knowledge based outside its training data source (such as a knowledge base). 

Using RAG, law firms can employ ChatGPT within their own knowledge bases. This approach involves lawyers identifying a select number of documents from within the knowledge base and temporarily providing ChatGPT access to them to cross-reference. Lawyers can then prompt ChatGPT to answer questions such as “what clauses is this document missing?” or “is this document seller or buyer biassed?” or draft new content such as a Material Adverse Clause for a Share Purchase Agreement. By cross-referencing in-house knowledge documents, RAG can verify facts and provide more reliable information, reducing the likelihood of incorrect or fabricated details often associated with LLMs.

Another benefit of RAG is cost efficiency. LLMs such as ChatGPT charge by the word—both for input and generated words—and for storing the index of your knowledge base. Indexing and storing an entire knowledge base and querying it regularly can be expensive. RAG, however, only sends limited amounts of data into the LLM and retains the index for a short period. While RAG isn’t free, it is significantly less expensive to run than a dedicated chatbot. Furthermore, access to the LLM can be controlled and monitored by the law firm, offering security and auditing benefits.

Bring the Power of ChatGPT to Your Firm

To learn more about applying the natural language capabilities of ChatGPT to improve your firm’s knowledge management, please get in touch with us.