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The legal industry is rapidly evolving, and so are client expectations. Today’s clients demand a more seamless, transparent, and efficient experience, especially when it comes to the new business intake process.
From the first point of contact to onboarding, clients expect law firms to streamline processes and deliver fast, clear communication. But how can law firms meet these rising demands?
According to the ABA Legal Technology Survey Report, 59% of law firms continue to rely on semi-automated or manual intake systems, which slow down response times and increase the likelihood of errors.
Clients expect an easy and quick process from the initial inquiry to case management.
In particular, the new business intake process—the stage where a law firm first collects and processes information about a potential client—is crucial. If law firms fail to streamline this phase, they risk losing out on valuable business. The key to success lies in embracing automation, providing transparency, and ensuring clients feel confident that their matter is being handled efficiently from day one.
A common challenge in law firm intake processes is that many law firms still rely on outdated systems to manage intake, often resulting in delays and frustration.
Some of the biggest pitfalls include:
- Slow Response Times: Potential clients are often left waiting for responses during the intake process, leading to lost opportunities.
- Fragmented Communication: Without a centralized system, it can be hard for law firms to keep track of all the details related to a client, resulting in missed updates or miscommunication.
- Manual Errors: Relying on paper forms or manually entered data increases the chance of mistakes, which can be costly for the firm and frustrating for clients.
(Source: Statista)
Law Firms need to adapt to meet client expectations by embracing technology and streamlining their business intake process. Here are some proven ways to meet the demands of today’s clients:
1. Automate Intake Processes:
Implementing automated systems can significantly reduce delays caused by manual data entry and repetitive tasks. By automating key components of the intake process, such as client information gathering, conflict checks, and approval workflows, law firms can ensure faster turnaround times and minimize errors. The ABA 2020 Legal Technology Survey Report shows that firms that embrace automated intake solutions see a faster onboarding process and improved client satisfaction.
2. Centralize Client Communications:
Centralizing all client data and communications helps ensure that everyone involved in the intake process is on the same page. A unified system allows law firms to store and manage all client information—contracts, documents, communication, and approvals—under one roof, improving efficiency and reducing the risk of missing important details.
3. Provide Transparent and Timely Updates:
Clients appreciate being kept in the loop. Law firms should implement a system that provides clients with real-time updates about their matter’s progress. This could include automated email notifications, status tracking tools, or access to client portals.
4. Offer a Mobile-Friendly Experience:
Today’s clients expect to engage with firms on their terms, including via mobile. By providing a mobile-optimized intake process, firms allow clients to submit their information, sign documents electronically, and track progress from their smartphones, offering convenience and flexibility.
See the Real-World Impact:
Want to see how one leading law firm transformed its intake process with automation?
Check out our Torys CorpIntake Case Study to discover how Torys, a top Canadian law firm, accelerated their intake process and improved client experience. From faster file openings to streamlined approval workflows, learn how they boosted efficiency and met new regulatory demands with the power of CorpIntake.
Key Takeaways: The new business intake (or NBI) process is a crucial first step in establishing a solid relationship with clients. Law firms that can meet clients’ expectations for a smooth, fast, and transparent intake process will stand out in a competitive market. By leveraging automation, improving communication, and ensuring compliance, firms can enhance client satisfaction and increase their chances of success.
