Archive Document Data Storage: Reputation information
So here we are in the run up to Christmas already – the clocks have changed and the evenings are darker. This is a great time of the year to look back at the achievements of 2018 and see where your firm and team have had success. What changes have you made? What projects have you slam-dunked? How happy are your clients? What has your brand and firm’s reputation achieved?
Now we know this month’s LPM feature is focused on productisation. So we can start to think about how to package legal services so they can be marketed to and purchased by clients. A massive part of the productisation process is not just what to package but how the firm can market that service. As we all know, in this industry, marketing and clients’ calls to action are extremely reliant on reputation – and reputation is dependent on service quality, which is fundamentally based on the firm’s talent and the efficiency of its processes.
One of the major processes your client will interact with is your information management process, which will interact with your clients at every service stage – potential, present and past.
Here are some questions you should be asking: How effective are you at keeping a tight client database on your practice management system – one that is regularly updated and checked for errors or old information? Who is the gatekeeper of this database? Who keeps it compliant and up to date? On this client database, can you separate potential clients from those who are past and present? When was the last time you surveyed all three of these groups with regards to your reputation/process/client service experience?
Is your management of client files process as tight and efficient as it can be? How compliant is it? When was the last time you had this process audited? Again, look at this process from the point of view of potential, present and past clients. How quickly can you set up a new client matter file? How efficiently are all checks carried out? Is your client kept up to date at every stage of the process? When the matter is closed, does your client know how their file is handled? Do you have the security to keep that file safe? How long will you keep that file for? What is the retention process attached to that file? If a client decides to use another firm, how efficient is your firm at transferring the files? How long does it take? What checks are in place? How do you guarantee a secure transfer? How do you contact past clients to let them know you’re destroying their files?
How quickly do you locate wills and transfer them to the family? How quickly do you validate and confirm the access rights to these documents, how do you track/record this? Again, is the client’s family kept up to date at every stage of the process?
There are so many factors to think about in the information management process within your organisation. It is such an important process, which can form a major part of your reputation as a firm.
If you have any questions, why not contact me for some free advice: firstname.lastname@example.org
This article appeared in LPM November 2018 - Boxing clever