What should law firms focus on when choosing client-facing technology?

Digital onboarding solutions can deliver a combination of back-end efficiency and a better client experience – both key objectives for law firms this year – according to Bronwyn Townsend, senior marketing manager, InfoTrack.

Client facing technology remains a top priority for law firms in 2022 and beyond, with 31% of respondents in the LPM Frontiers 2022 report identifying this as one of the greatest organisational challenges they are prioritising. Likewise, 27% also flagged investment in or adoption of front-end technology as top of mind. Unsurprisingly, as the legal sector continues to embrace digitisation, law firms are looking for technology solutions that enhance the client experience while easing the burden of manual processes on their teams.

Creating a frictionless digital onboarding process for clients continues to demand attention. Tackling both the changing expectations around accessibility to remote services and the ever-increasing threat of fraudulent activity, client-facing portals can help firms accelerate the onboarding process while mitigating risk and meeting compliance requirements. So, what should law firms be focused on when searching for the right technology?

1. Secure digital ID verification

A secure digital ID verification solution is key for law firms to adhere to due diligence obligations. With the ability to weed out fake documents, use biometric data to verify someone’s identity, and complete liveness checks on clients, the technology provides a trusted solution that minimises risk. This technology is already being used widely by financial institutions, such as Barclays, HSBC and Santander.

2. Open banking to verify source of funds

Money laundering continues to be an issue for law firms, with the SRA in 2021 reporting suspicious activity of over £200m to authorities in the previous 12 months. With source of funds checks being a key part of client due diligence, law firms can rely on open banking to provide streamlined financial checks on their clients using secure technology to complete the process. With FCA regulation in place, firms have peace of mind that open banking provides a reliable verification of funds check.

3. E-signature technology

Consumers have grown used to submitting information from anywhere, on any device. Providing signatures should be the same, which is why law firms should look for an e-signing solution to promote fast, secure return of signed documents. From onboarding documents to deeds, digital signature use is one of the fastest growing technology solutions adopted by law firms.

4. A dedicated client-facing app

Convenience is key, and so is your brand presence. Every interaction clients have with your brand is important, which is why a digital onboarding app that provides access to a fully branded user-friendly interface is essential. Amalgamating all key onboarding tasks into a single branded app signifies that your firm understands the needs of your clients, which also provides greater operational wins for your staff.

Technology remains at the forefront of law firm investment, illustrated by 29% of firms in the 2022 Frontiers report that are focused on employing more automation in their business to complete legal work quicker or more efficiently. Now is the time to get on top of implementing technology solutions that will maximise your team’s efforts, with the added benefit of enhancing the client experience from the first interaction.