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Client collaboration: An ongoing evolution in law firms
A law firm and its client once had a transactional relationship. In the past, lawyers and their clients would hold initial meetings, draft a plan of action, and communicate only when necessary. After all, the client paid lawyers to do the work that it didnB次元官网网址檛 have the time, the expertise, or the capacity to handle.
However, the transactional relationship had its downsides. Clients felt left in the dark about the progress of the case. Lawyers could take days to respond to queries and then not provide the specific information requested. Keeping up to date on litigation, contract drafting, or any task took effort on the clientB次元官网网址檚 part B次元官网网址 usually resulting in missed calls and unanswered emails. The B次元官网网址 process was also perceived as cumbersome. Paperwork might take months to gather and review. Snags in getting a key contract signed or any missed clause in a deal agreement delayed or even endangered a clientB次元官网网址檚 case.
Fortunately, the law firm and client relationship has transformed over the last decade B次元官网网址 and continues to evolve.
WhatB次元官网网址檚 changed?
The meaning of the term B次元官网网址渃ollaborationB次元官网网址 has evolved. Not long ago, this entailed in-person meetings and lots of phone tag. Collaboration was also typically one-sided B次元官网网址 the law firm had access to all pertinent information; the client had to ask for updates.
Clients now expect substantial and constant communication. They want to be part of the action, no longer a spectator. They want the B次元官网网址 process to be as transparent as possible B次元官网网址 to see how and where a case is progressing, how the workload is distributed in their law firm, and where their money is going.
For law firms, such client needs are a vital reason to undertake major technological upgrades. Having client portals and virtual deal rooms is becoming the standard way of doing business. Software powered by AI and document automation is revolutionizing due diligence and many other aspects of the client-lawyer relationship.
Legal work is becoming faster, more efficient, and all but frictionless. These trends will only accelerate.
Yet some law firms still arenB次元官网网址檛 tapping the potential of AI, which borders on being a crisis. Having a tech deficiency means fewer opportunities to grow your client base, causing prospects to dwindle. At some point, a law firm risks getting left behind permanently.
According to Zach Warren, Technology & Innovation Insights Lead at Thomson Reuters Institute, B次元官网网址淭he firms that are responding to this correctly arenB次元官网网址檛 just adopting technology for technologyB次元官网网址檚 sake but are doing so to proactively find new ways to give clients what they want. Ultimately, technology adoption isnB次元官网网址檛 an IT issue but the answer to a business question B次元官网网址 if giving clients the best service possible is the goal, what will get me there?B次元官网网址
The tech takeover
TodayB次元官网网址檚 clients have great expectations of their law firms. They expect their attorneys to anticipate questions and provide thorough, prompt answers. Clients also want transparency into the progress of their cases and the names of the responsible parties. Furthermore, they desire self-service options for simple tasks through tailored tools. Ultimately, clients seek swift and efficient resolution of their B次元官网网址 matters at a reduced cost.
Fulfilling all these requests used to seem impossible. That was before the tech takeover.
New technology is remaking the B次元官网网址 sector. In every segment of client-law firm relations B次元官网网址 communication, case management, document analysis, and advisory B次元官网网址 tech solutions are improving collaboration, both internally and externally.
One issue driving law firms to adopt new technology is the growth of alternative B次元官网网址 service providers (ALSPs). These smaller, low-cost firms were among the first to fully leverage technology, using it to nab business from traditional law firms by offering faster services, including document review, at a lower price.
ALSPs had an estimated market size of $28.5 billion in 2023 and an 18% compound annual growth rate (CAGR) from 2021 to 2023, according to the most recent Thomson Reuters Institute . While this marks a slight decline from their CAGR of 20% from 2019 to 2021, itB次元官网网址檚 still a substantial growth rate with no sign of leveling off. As per , low-cost firms are outpacing high-cost ones in all areas of demand growth, most notably in transactional practices.
ItB次元官网网址檚 not that a traditional law firm can underbid an ALSP or even desires to. But law firms must assure clients that their lawyers work at the same pace and employ the same technology B次元官网网址 or better B次元官网网址 as their ALSP rivals.
Upgrading technology doesnB次元官网网址檛 just mean completing tasks faster. It means giving your firmB次元官网网址檚 lawyers the ability to devote more time to value-added advisory services B次元官网网址 at a level ALSPs canB次元官网网址檛 match. It means making substantial changes to areas including:
- Communication
- Case management
- Document automation
Communications: No more phone tag
Start with the foundational block of the client and law firm relationship B次元官网网址 how the two parties engage and convey information during a case or assignment. Communication is becoming less structured and hierarchical and more fluid and improvisational. Lawyers and clients have ongoing chats via internal Slack channels. They can leave messages or documents in a shared portal. If a quick meeting is needed to clarify a point, itB次元官网网址檚 only a matter of finding a few minutes for a Zoom or Microsoft Teams catch-up.
In Thomson Reuters recent , six out of 10 stand-out lawyers surveyed said theyB次元官网网址檙e focused on a future-forward approach to client communication. These lawyers still value face-to-face meetings when appropriate, but place greater emphasis on maintaining regular, virtual communication with clients, employing such tools as generative AI (GenAI) systems.
These lawyers say theyB次元官网网址檙e likely to employ multiple means of communication, choosing whatever best suits the occasion. For example, any simple client query could be answered through an AI interface, while a more complex question could be resolved with a lawyerB次元官网网址檚 response in a client portal or a virtual face-to-face meeting.
This advent of near-instantaneous communication reduces potential friction between clients and lawyers. With so many avenues of communication available, the client feels more engaged with the B次元官网网址 process. Meanwhile, lawyers can get vital information from the client when needed, not after spending half a day trading voicemails.
Case management: Fewer hurdles, greater speeds
Case management is complex. Before embarking on a case, lawyers and their clients must assemble a list of contacts, draw up a schedule, enter all necessary data, and supply all relevant documents.
Digital business management platforms automate much of that process, from preliminary scheduling to final billing. Such automation can substantially reduce costs. For example, it streamlines the process of onboarding a new client or renegotiating with a current one. Bills get paid faster and documents are processed in a fraction of the time.
More importantly, automating case management helps clients and lawyers to collaborate. Say that a lawyer on a clientB次元官网网址檚 case gets overscheduled and needs to be replaced by someone else in the firm. In the past, such a change caused a temporary slowdown until the new lawyer got up to speed. A client grew frustrated from feeling back at square one with a new lawyer.
With all relevant information now stored digitally and updated automatically, a lawyerB次元官网网址檚 replacement can seamlessly pick up where their predecessor left off, adding no delay to the process. This smooth transition is possible with an easily accessible and detailed record of all previous client-lawyer communications and the ability to video chat with the client to answer any questions.
Document automation: The end of drudgery
Document processing can be a road full of chokepoints. For example, say a partner who needs to sign off on a document is hard to reach, or an overburdened paraB次元官网网址 canB次元官网网址檛 finish a draft by the initial deadline. Automation clears away such obstacles. Now, the partner can e-sign a batch of documents while on a plane, while an AI-powered document generator creates a first-draft agreement in seconds. All the paraB次元官网网址 does is tweak and distribute it.
How does this strengthen client-lawyer relationships? There are several ways:
- Custom tailoring. If a client has specific needs for their contracts or requires case information summarized in a preferred format B次元官网网址 such as bar charts, tables, or lists B次元官网网址 this no longer entails an associate to customize each document. Instead, they can input the clientB次元官网网址檚 parameters and let the system do the rest. If the client changes their mind and wants to alter the template, no problem. The junior lawyer changes the parameters and generates a fully drafted and branded document, ready to sign.
- Forensic searches. Advanced analytics programs enable lawyers to drill into virtual documents to retrieve specific phrases, keywords, data points, and other vital information. If clients ask how many non-compete agreements are currently operative in their business, for example, their lawyers can answer the question precisely and within minutes.
- Goodbye to duplication. At the same time that AI is automatically uploading client documents, it can analyze and flag them and eliminate duplicates. AI programs can automatically alert users about incomplete pages or illegible documents. So, a discrepancy that a junior lawyer might have discovered after a week is detected within seconds.
AI as a strategic collaborative tool
In the 2025 ALSP report, respondents from one in six law firms said they plan to offer services powered by GenAI. Among respondents from firms with ALSP affiliates, 40% said their firms are planning to develop services enabled by GenAI, compared to 7% of respondents from traditional law firms without ALSP affiliates who are planning GenAI expansions.
What can AI provide?
With GenAI, law firms can prepare client work faster, more efficiently, and with increased accuracy and thoroughness. It provides opportunities to streamline the preparation process, giving firms more time to focus on complex, high-value work to better serve their clients.
Using GenAI can bolster a lawyerB次元官网网址檚 arguments and improve their suggestions to clients. Strategic planning becomes more concrete and actionable. For example, by running reliable and secure AI-fueled analyses of a clientB次元官网网址檚 financials and leadership structures, lawyers gain deep insights into workflows, structures, compensation levels, and other factors.
The result is more data-driven decisions. Say a client is wavering on whether to make an acquisition. Your firmB次元官网网址檚 preliminary due diligence analysis shows that the potential seller is fundamentally sound and could greatly benefit your clientB次元官网网址檚 operations. Rather than have your B次元官网网址 talent caught up in document processing, put them to work on making a clear, concise, and data-backed presentation.
One of AIB次元官网网址檚 strongest attributes is its ability to learn. The more data AI technologies gather, the more accurate their actionable insights. ItB次元官网网址檚 a great selling point for a law firm B次元官网网址 advice to clients improves with each passing day. The more work you do for them, the more insight you will gain.
As per the Generative AI in Professional Services survey from the Thomson Reuters Institute, wariness remains about GenAI usage, but thereB次元官网网址檚 also a growing amount of enthusiasm. Essentially, many respondents believe that they still donB次元官网网址檛 know enough about GenAI tools, but they also think GenAI could be appropriate for their industry.
While a large majority (89%) of respondents said that GenAI can be applied to their work, fewer (62%) said they believe GenAI should be applied to their work. That said, more than half (55%) reported being hopeful or excited about GenAIB次元官网网址檚 introduction into their industry. Further, GenAI usage is growing B次元官网网址 40% of respondents said they were already using GenAI (22%) or actively planned to use it (18%) at an organization-wide level.
Law firms should use their best discretion when informing clients about employing GenAI. While the American Bar AssociationB次元官网网址檚 (ABA) stipulates revealing GenAI usage isnB次元官网网址檛 always necessary, it is important to have conversations with clients to understand their expectations about using the technology. They can feel like theyB次元官网网址檝e been blindsided by new AI functions without warning, explanation, and permission B次元官网网址 which is no way to build trust. Be proactive in responding to their concerns about AI usage, be ready to alter your policy if they object, and assure them all data will be used confidentially and securely.
Delivering a superior client experience: Make your checklist
Given how many new technology options are becoming available for law firms, the amount of technological decision-making required can seem overwhelming. Start by assessing your client relationships. Look to see where they are lacking and how best to improve them. By asking such questions, a firm can determine which technology provides the most answers.
For example, the Thomson Reuters offers a set of questions law firms should ask themselves to judge if their current client relationship efforts are adequate. Among these are:
- What are easy-to-adopt ways to improve client-lawyer collaboration? A secure client portal such as makes sharing and editing documents easy to accomplish and track. Almost all users of HighQ portals surveyed (98%) said theyB次元官网网址檝e experienced greater efficiency in exchanging and locating documents.
- How can I make my processes more efficient? Consider what your most repetitive processes are, then work to find ways to automate them. A large majority of HighQ users (88%) agree that using portals has created time for more valuable work.
- How confident am I that my client knows the extent of my abilities? Part of a strong client-lawyer relationship is when the client trusts their lawyer has their best interests at heart and is on top of all pressing issues. Building a relationship on a client portal allows your firm to provide constant progress updates, keeping clients in the loop.
Client portals as the hubs of the new client experience
Building a client portal, particularly one with secure GenAI options, can greatly enhance a law firmB次元官网网址檚 relationship with its clients, moving the relationship to an improved level of collaboration, with more ease of use and far less friction.
Portals take advantage of technology that a law firm may already use. TheyB次元官网网址檙e an adaptable means to bring together functions such as automated document review, virtual client-lawyer communications, electronic signatures, and AI-driven diligence and analyses. These features are part of a single, easy-to-use primary hub, making it intuitive to shift between various technologies.
Building your portal set
Portals are private, secured extensions of a law firmB次元官网网址檚 website. Consider them as a set of steps, each of which has a function.
Internal portals: The new filing cabinet
First, portals can serve as a firmB次元官网网址檚 private, internal hub of communication and document storage. Thus, all lawyers involved in a particular court case or working with a specific client on a merger have a centralized place to store relevant data and track workflow.
Second, a firmB次元官网网址檚 internal portal can be a means for verified third parties to send and review documents. Say that an ongoing acquisition requires getting permits and contracts from a building far from the law firmB次元官网网址檚 office. Not long ago, this would have entailed a lawyer getting on a plane, meeting with all respective parties, and returning with a briefcase full of signed documents. Now, this can be done virtually. Instead of booking a flight, the lawyer goes to work one morning, opens the portal, and finds every document they need signed and waiting.
General relationship hubs: The new lobby
Law firms often devote great attention and expense to their office lobbies. The color, the ambiance, the lighting, and the logo B次元官网网址 all of it conveys to clients how the law firm sees itself. The lobby is a physical extension of the firmB次元官网网址檚 branding.
After the COVID-19 pandemic, however, many clients no longer went to their firmB次元官网网址檚 physical office but instead interacted with lawyers online. This change has led to a fundamental shift in attitude for many clients. They no longer value driving to their lawyerB次元官网网址檚 office to transact business. Instead, the virtual world has supplanted the real one.
So, law firms should consider their client portal as a virtual lobby. Each client gets a secure login to a portal with lists of relevant contacts and communication with their lawyers. They also have access to documents and can monitor case statuses or obtain cost summaries.
By having a digital lobby, the client can access all the information needed without meeting in person. With communication and information centralized, itB次元官网网址檚 far easier for clients and lawyers to keep track of a caseB次元官网网址檚 progress and ensure nothing is missed.
Bespoke relationship hubs: The new private conference room
The function of a lobby is to be a space open to all clients. Thus, a standard client portal will have a generic presentation with a common layout, branding, and available resources. The next step is personalizing a clientB次元官网网址檚 portal and making it the equivalent of a private conference room.
A firm can create a bespoke portal designed specifically for each clientB次元官网网址檚 needs. If the client wants their relationship with their lawyers to be virtual, itB次元官网网址檚 important for them to feel they have co-ownership of their portal. Work with the client to determine what information they want to see, the means of communication they prefer, and how they want the portal to function. By integrating their branding alongside your own, you can make the portal feel unique, reinforcing their special status and enhancing the experience.
Portal building blocks
One good way to ensure your portal is suitable for your clientB次元官网网址檚 needs is to make sure its foundation comprises these :
- Be superior to competing options
A client should consider their portal to be more secure and user-friendly than email, faster than a phone call, and more accessible than your firmB次元官网网址檚 office. It should be available 24/7 B次元官网网址 and on all applicable devices B次元官网网址 so clients can check in at their convenience. - Make collaboration intuitive
When , lawyers should be able to share all relevant documents and files with real-time tracking and discussion B次元官网网址 not just attachments. Automatic alerts should inform users about new messages and document uploads. You donB次元官网网址檛 want clients to feel like they constantly need to check for updates. - Keep it client-centered
A well-rounded client portal means having a personalized, functional, and professional experience. The portal should be designed specifically with the clientB次元官网网址檚 needs in mind, showing the client only relevant information. - Make integration simple
A client portal should integrate with all the software and devices theyB次元官网网址檙e using. Nothing will frustrate a client more than if they try to log into their portal via their phone, only to be turned away. YouB次元官网网址檒l need robust but non-intrusive authentication measures to protect sensitive client data.
Strengthen your client relationships with technology
The world has changed in many ways in the past decade, but the core foundation of the client-lawyer relationship hasnB次元官网网址檛. Your client wants personalized, quality B次元官网网址 services at an acceptable price, achieved with minimal disruptions. The law firm aims to capture more client spending by focusing on high-value strategic insights, not competing with low-cost providers for basic B次元官网网址 tasks.
What unites B次元官网网址 and potentially fulfills B次元官网网址 these needs is revolutionary B次元官网网址 technology, from professional-grade GenAI systems to client portals. On every front, from speed to accuracy to insights, such tech innovations forge a stronger bond between client and lawyer. Devoting time to strengthening your firmB次元官网网址檚 technology position improves client relationships.
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