The Legal Profession and the Fourth Industrial Revolution: Ways Technology can Improve Customer Service


“Technology is not an exogenous force over which we have no control. We are not constrained by a binary choice between “accept and live with it” and “reject and live without it”. Instead, take dramatic technological change as an invitation to reflect about who we are and how we see the world.” –  Klaus Schwab, The Fourth Industrial Revolution

The legal profession is fundamentally consumer-driven. Without people, the attorney will not earn a living. Therefore, it is imperative that the legal firm must be client-centric and customer-focused to be successful.

Furthermore, the legal practice, whether it consists of one attorney or several partners, is still a “for-profit” organization. Essentially, attorneys like the Los Angeles Allstate insurance lawyer, earn an income by advising and representing clients across all sections of the US law from civil suits to criminal cases.

Additionally, the Fourth Industrial Revolution and its associated technologies are currently impacting all spheres of daily life. Therefore, the question that must be asked and answered is how can an attorney harness these technologies to drive business success?

By way of answering this question, here are several ways technology can improve the attorney’s value proposition or business offering:

Store all your documents in the cloud


By in large, most legal firms still have paper-based business processes. It is a legal requirement as described by the American Bar Association to file documents for at least five years after the case has closed.

This is not an ideal solution, especially regarding the issues of storage space and mobility. Therefore, it is worth considering implementing a cloud-based case management system. Not only will this reduce the volumes of paper that are typically carried around, but it will also allow the attorney quick and easy access to the relevant case files via a mobile device or laptop.

Implement an online billing software solution

As highlighted above, reducing the paper volumes in the office will increase productivity. As an aside, it will also impact positively on the environment by reducing the number of trees that are cut down to make paper.

However, the salient point here is that by implementing an online billing solution, it will be easier for the attorney to update the client’s account after every action taken. And, when the client needs an updated statement, it is merely a matter of sending the statement either to the printer or the client’s email address.

Keep a digital record of case histories

Much of the attorney’s research is conducted by delving into the thick volumes of case history that are stored in the legal practice’s library. Not only does this take up physical space which costs money, but it also limits the attorney’s daily movements.

By digitizing these records or acquiring a digital copy of these volumes of case history, the attorney can access them via a laptop or mobile device, resulting in less time wasted traveling between clients, the courts, and the practice, as well as increasing daily efficiencies.

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