Alternative Takeaways with Sam Moore, Innovation Manager at Burness Paull
Here are three takeaways from Sam Moore, Innovation Manager at Burness Paull who talked to us about meeting changing client needs post-Covid during our recent Hangout which focused on how legal teams can best serve internal clients in the current and post-Covid remote/digital environment.
Clients want reassurance
As we live in more of a technical world Clients demand more from their legal providers. They want to understand what technology their lawyers are using, how it works and how it can benefit this. Sam covered this whilst he spoke to attendees.
“Clients increasingly want details of the technology you’re using and how you use it. In the past, many would tend to just assume the lawyers had their technology house in order. Not anymore. Now you need to be prepared to show them you know what’s under the hood and how you intend to use it to meet their needs.”
Invest in robust IT
“Without robust IT and good training, most law firms would have been completely unable to operate during lockdown. And it is likely to happen again. For most firms, this should mean taking a Board-level interest in the IT estate, if that wasn’t already the case. This will mean that a) you have the agility and innovation to continue meeting client needs and b) if a similar situation occurs in future, you have the infrastructure and expertise in place to deal with it.”
Firms that do not have robust IT systems in place will have struggled to manage in the most effective way possible during lockdown. With the Covid-19 pandemic the need to invest in robust, scalable IT systems has become apparent to ensure your teams work in the most efficient manner and for communicating with clients in the post-pandemic work environment as easy and slick as possible.
Use product champions
Empowering your wider team to be champions of technologies you are rolling out internally will help to make new technology implementations more successful. Product champions are a great way to empower the team as Sam explained during his presentation.
“Now more than ever, you need internal product champions to drive take-up of new technologies. I realise that’s not always easy, but you need lawyers to take on that challenge. Try to find someone who has used that product to solve a problem, get them some extra training so they really understand it in depth, encourage them to evangelise about the benefits and convince them to be the point of contact for that piece of kit. Talk about how it could help them build new relationships and get their name more widely known in the firm.”
For full details of the Alternative Hangouts series please click here.