Posted 13 December 2018

Self-service is not a new concept. We encounter it in our everyday lives, from ATMs and vending machines to self-service banking and even voice-activated shopping. However, the concept has recently started to make its way into the legal sphere. And it makes sense. For years, businesses have tapped into automated self-service portals to provide customers with instant access to information, allow personalisation and save valuable time and resources.

Today, we’re seeing more and more law firms tap into the power of client automation portals to help increase efficiency and profitability, while creating service differentiation. Leading Nordic firms are already experimenting with using automated self-service portals to provide clients with immediate access to managed templates.

What is a Client Automation Portal?

A client automation portal is a client-facing portal that deploys document and workflow automation to enable clients to generate documents 24/7, on a self-service basis. Client automation portals streamline document creation, which makes it possible to engage in more sustainable fixed-fee arrangements, which enhancing service delivery.

How Do Client Automation Portals Work?

Each client automation portal is custom-built and offers different features and functionality. However, all client automation portals are centered around automating the firm’s most frequently-requested and highest-value model documents. Each of the firm’s documents is automated using customised workflows, which clients can then access via an online form through the firm’s branded portal. So, anytime that the client wants to create a new document, they can do so by simply completing an online workflow. The model documents are managed by the firm, so the client is assured that they are receiving the most relevant and up-to-date documents whenever they use the system.

What are the Benefits?

Client automation portals have ample benefits for both law firms and their clients. From the law firm’s perspective, the portals offer a profitable approach to fixed-fee transactions. By developing innovative, online client services, firms also are better positioned to win new clients and retain key clients. Firms can showcase their advanced automation capabilities to win new clients, while offering a broader range of services to help retain current clients.

Automation portals also provide the firm’s clients with an intelligent, interactive and on-demand online system where they can quickly generate high-quality, firm-approved documents. Documents even can be routed to lawyers, who can then review the generated document and modify answers as necessary to produce the final work product.

How do I create a Client Automation Portal?

The best place to start is within your firm. Identify the most-used documents and automate them for use in-house. Once you’ve had the chance to test out your automation processes, partner with your key clients and determine which documents and processes that they’ll want readily available within your firm’s portal. You’ll also need to consider other key factors, including the automation journey, creating a consistent client experience and what happens when the automation is complete. If you need some help getting started, feel free to reach out to our team and we can walk you through the recommended approach.

As shifting client demands and pricing pressures continue to reshape the modern legal landscape, the potential for client automation portals is immense. Forward-thinking firms that adopt a self-service portal approach will be paving the way for a more innovative, impactful, and profitable client service delivery strategy.