Law firm workflows should be automated, to the extent possible.
Softwares for managing workflows are prevalent – so, options abound. But, lawyers often equate the notion of ‘high-touch’ service (which they also highly value) to in-person communications. However, the fact of the matter is that you can be ‘high-touch’ without personally engaging a legal consumer – including via the use of followup messages, and by providing quick turnaround on action items.
I mean, think about it: What’s the better customer experience? Your client waiting for your phone call or a series of email messages to schedule an appointment – or, scheduling via an automated calendar application. It’s pretty clearly the latter. Speedy and efficient reactions may not be ‘high-touch’ interactions, as law firms often designate them – but, those interactions are ‘high-value’ transactions.
So, when you’re implementing workflows, determine which interactions actually require a person; but, don’t add people when you don’t have to – because people cost more than software.
In an intake workflow, for example, you may only need an in-person interaction to determine whether a potential conflict exists, or for an initial consultation. Everything else (initial intake, qualification, signing, payment – as well as followups for same) can (and should) be automated.
The less you (personally) have to do in any given workflow, the more time you have to generate new high-value clients, or work on the high-value work from the clients you already have.
Automations opens you up to opportunities.