Embracing technology to enhance the client experience
Silas Miller, board director and head of marketing and business development at WSP Solicitors, discusses the importance of true innovation in the legal sector, recent changes they have embraced, and how technology can support business growth and enhance client experiences
In the legal sector, the term “innovation” is often bandied about, yet many firms still struggle to make it a core part of their DNA. While the need to innovate in order to grow, increase efficiency and stay competitive is widely recognised, many firms still confuse incremental change with true innovation.
The firms that do innovate well tend to be the non-traditional legal businesses. Recently established, corporate leaning in structure and client-focused, these firms see the value agility and innovation have to offer, not only for their business but for their clients too.
Our ongoing commitment to evolution is rooted in a deep understanding of our clients’ needs, which we have aligned to a strategic focus on growth. By prioritising a culture of innovation and exceptional service, we have positioned the firm as one that attracts new clients while deepening relationships with existing ones. Key to this transformation is our active approach to listening to clients, fostering new ideas and incorporating diverse perspectives from right across the firm. By listening to voices from areas like finance, IT, operations and marketing, and including them in the decision-making process, we are driving meaningful change and evolving our business model.
Technology’s role in innovation
At the heart of our strategy is the understanding that innovation is not solely about adopting new technology but about creating a process-oriented mindset that leads to solutions to problems.
Our use of technology is designed to enhance both the client experience and operational efficiency. For example, in residential conveyancing, the firm has developed app-based platforms to improve communication, while in estate administration, technology solutions have streamlined complex processes, such as compiling money from various assets, accounts, savings and pensions into estate accounts through automation.
These innovations address clients’ needs for better communication, which is a sector wide issue. Reports suggest 79% of law firm clients say communication is an important or vital factor. While they also free up valuable lawyer time, allowing them to focus more on client interaction, 84% of clients say same-day responses are important or vital.
In addition to our investment in new technology, our firm is also expanding our physical presence. Last month we opened our new office in Gloucester, not only increasing our footprint in the county but also providing us with new opportunities to deepen our local partnerships. This move is a strategic response to client needs in key markets, allowing us to better serve them overall.
Sustainability is also increasingly on the minds of consumers — 45% of legal clients now consider a firm’s commitment to sustainability a vital or important factor in their decision-making. We have ensured our new office reflects these values. Our new Elmbridge East office features an EPC A rating, solar panels and EV charging stations, demonstrating our commitment to reducing our impact on the environment.
Ultimately, at WSP Solicitors we are committed to building long-term relationships with clients, founded on trust, quality and performance. By combining strategic investments in technology and our working environment, with a local presence and a deeper understanding of client needs, we are well established to meet our growth targets, while delivering an innovative and personalised legal experience for all those we serve.
