The why, benefits, and tools of law firms using Client Portals to benefit both themselves and clients.

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Client (Centric) Portals
Joshua Lenon
Lawyer in Residence
Clio

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TrustedAdvisor

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TrustedRelationships
• Less fee resistance
• More futurework
• More referrals to new clients
• Effectiveand harmonious work relationships with the
clients.

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Transactionalvs. Relationship
Transactional
• Prevail over all
• Impersonal, detached
• Short-term benefit
• Them
• Opponents
Relationship
• Preserve relationships
• Give and be helpful
• Commitment
• Us
• Understand the other side
Source:.“Do.You.Really.Want.Relationships?”.by.David.Maister 2005

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It’s the difference between a one
night stand and romance.

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Transactions are common because
they involve less hard work and
demand fewer skills.

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Listening to Clients = Revenue
Law firms whose clients see them as being best in client
service enjoy:
• 30% higher profitability
• 7% rate premiums across all staff levels
• 35% higher client retention
Source:.BTI.Consulting.Group,.“Client.Service.Leaders.Boxing.Out.the.Competition,”.02/27/2013

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Mitch Jackson’s Tips
• Connect with clients where they already operate
• Use tools to be available24/7
– Clientportals
– Secure messaging
– Website chat
– Telephoneansweringservice
• Use the web to provide value
Source:.“How.to.Stay.Digitally.Relevant,.Raise.the.Bar,.and.Give.Your.Clients.an.
Exceptional.Experience!”.Law.Technology.Today,.03/19/2014

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LeveragingTechnology
Have multiple communicationchannels.
Software andhardwareshould worktogether.

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Client Portal Sharing

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