Client Communication: Case Management

Successfully engaging clients helps set up the case management phase of the client lifecycle. But that doesn't mean the client's set in stone. If the engagement phase is when the firm talks the talk, case management is where they walk the walk! The best way to give clients a good experience while the matter is underway is a two-way conversation. A good experience here makes a one time client a potential recurring and referring client. In a word? It's about streamlining and simplifying communications.

The Importance Establishing Trust

The key to good client communication is to creating a sense of trust. Clients want to know they can count on the firm to be there for them, having their best interest at heart. To build trust, transparency is key. Here are a few ways to build trust between clients and the firm through the client portal software:

• Legal Agreement
  • Before anything happens between the firm and the client, both need to sign the legal agreement. This outlines what the client is trying to achieve and provides transparency about what they can expect in terms of fees, legal process, and possible outcomes. This is the basis of the relationships so make sure the firm's agreement is thorough and all parties understand the expectations - and agree to them.
• Responsiveness
  
  • Most people don't have an open legal issue. When they do, it can be stressful. Making sure the law firm is responsive to client questions and needs is critical. No one wants to feel like a number. For the firm it can be tricky to manage requests and doing the actual legal work. But there are options to address this!
• Proactive communication
  • Regularly update the client on the status of their legal matters. These updates don't have to be full, formal emails. A phone call or using notes in the client portal are great options. Beware of 'legalese'. When possible, give clients information in a way they can easily understand. Of course, using legal terms is key, but make sure the client understands what they mean, too.

Trust is all about making sure the client is heard, responses are timely, and the information is easily understood. To streamline the process, consider a client portal.

Communication During Case Management

The most important thing a client wants is a firm that can solve their problems quickly and efficiently. When diving into case management, it's important to use the trust built up between firm and client to promote continuous communication. 

• Are there common questions clients ask, across matters? Looking for these more consistent topics may be a key to an area where the firm needs to improve.
• How much time does the firm spend responding to clients? If clients are calling or emailing the firm fairly consistently, this may be a sign an easier more streamlined communication process is needed.
• Does the client need more or less guidance when navigating their legal matters? In short, how familiar are they with legal workflows. Are there ways the software can help them become more familiar?

Consider options to streamline it all - for clients and the law firm. Of course, case management software with a client portal is key.

Streamline and Simplify

You know that feeling... it's getting late and everything looks worse at night. The mind starts to wander... Giving clients 24/7 access to their matter not only puts less demand on the firm but also gives clients somewhere to look for the latest. 

• On-Demand Matter Information
  • Clients see the latest notes, tasks, appointments, documents, and invoices, any time. Really helps those 2am panic moments.
• Active Member 
  • Clients want to be involved in their matter. Let them! Form intake forms, uploading documents, adding notes, and even communicating more securely through the portal chat features gives them the chance to be part of the solution. 
• Personal Interaction
  
  • While the client portal streamlines and simplifies, it doesn't replace some sort of human interaction. Pick up the phone and have a live discussion every so often. If the client is local, book some time to meet live.

Using the firm's software to streamline the case management process is one of the ways firms deliver value. Effectively communicating how this is done can help turn new clients into recurring and referring ones! Remember, while we love technology, it doesn't replace human interaction.

Conclusion

The worst thing a firm can do to their clients is leave them in the dark, especially when in the midst of the dealing with the client's legal matters. Using legal software as means of establishing reliable communication helps establish trust and a strong client-firm relationship. While technology helps, it doesn't replace human interaction. As with all things, it's about balance.

SimpleLaw makes it easy with an all-in-one case management solution designed for law firms desiring an easy way to engage both new and recurring clients in the workflow process through legal software—all without the learning curve.

👉 Want to see how SimpleLaw can transform your practice? [Schedule a demo today.]