By understanding clients’ needs, establishing a digital-first mindset, and ensuring your team is well-supported, your firm can create a strategy that drives success, says Osprey Approach‘s expert panel
How a digital-first mindset can help your firm achieve long term success
The penultimate episode in series three of Osprey Approach’s Build Better Habits webinar series focused on the benefits of a digital-first approach along with best practices for future-proofing law firms.
Amy Bruce, marketing director at Osprey, invited Sarah Charlton, CEO of Eaton-Evans & Morris Solicitors; Kirsty Pappin, founder of Aries Legal Practice Management; and Sarah Keegan, co-founder of The CS Partnership, to join her for an insightful discussion covering topics including responsibility for digital initiatives, key habits for thinking digital-first, and future trends and challenges across law firm operations.
How to gain a competitive edge
In a saturated market, law firms must find ways to stand out and attract clients. The panellists shared their insights on how to stay competitive by leveraging technology and understanding client needs.
Charlton said that firms “…have to find a USP. It may be a case that you need to bring other people in to understand what their decision process is and then capitalise on that.”
Keegan reflected on the importance of client service. “People buy people, really. And it is important to have a USP, but maybe it could be ‘how we look after you’,” she said.
Taking the lead on digital initiatives
Keegan suggested that owners and directors should take the lead on digital initiatives, though they might not always be the best suited for the task. “Whoever wants to do this, and who is capable of being heard in the firm is the person best placed for that job,” she said.
Charlton shared that in her firm, everyone is encouraged to contribute ideas for digital initiatives. “When we recruit, we are looking for people who are forward-thinking and tech-orientated,” she explained.
Pappin noted that in many SME law firms, the practice manager or operations director often takes on the role of managing digital initiatives. “It’s normally that operational level in the SME that’s going out and doing it,” she said. She highlighted the importance of project management skills in successfully implementing digital changes.
Six key habits for a digital-first approach
To adopt a digital-first mindset, firms need to develop key habits that promote continuous improvement, effective communication, and keeping on top of technological advancements.
To find out the six habits recommended by the panellists, watch the full webinar here >
The future of law firm operations
Amy invited the panel to share what the law firm of the future might look like and the steps leaders need to undertake to ensure they’re ready for future challenges and opportunities.
Charlton stressed the importance of embracing change and staying ahead of technological advancements. “If [firms are] not already on the train of change and digitalisation, then the gap is going to be huge,” she warned.
Pappin said it’s important the firms consider long-term plans as well as the expectations of future generations. She highlighted that younger generations, such as Gen Alpha, will expect tech-driven and efficient working environments and by anticipating these future needs, law firms can ensure they are poised to attract and retain talent.
Keegan believes, “The future law firm is going to be thinking of themselves as a tech company while delivering law”.
Embracing a digital-first mindset
By understanding clients’ needs, establishing a digital-first mindset, and ensuring your team is well-supported, firms can create a strategy that drives success. As the panellists highlighted, the key is to be proactive, stay informed, and always keep the clients’ needs at the forefront of decision making.
For more exclusive advice on future-proofing your firm, watch the full episode on-demand now. You can hear from Sarah Charlton, Kirsty Pappin, and Sarah Keegan as they share their experiences on effective client onboarding, staying competitive, and preparing for the future.
