- Clients call to ask where their matter stands.
- The update goes out once the client has asked for it.
- Follow-up quality depends on the partner in charge.
What happens along the way cannot be seen.
2024-2025 · Specialised legal advisory firm, Europe · 10 partners · about 500 new matters a year
Partners saw client experience as a communication issue. The analysis showed the real friction was elsewhere: between an accepted proposal and the matter opening, it took 4.5 days, 32% of clients had to chase the firm, and five exchanges on average before all information was in. “We said yes. Then, for a few days, we no longer knew where the matter stood,” one client summed up.
We rebuilt the journey from proposal to first contact with the lawyer: engagement, information gathering, payment, opening, with four automated messages at set moments, in Microsoft 365 and DocuSign. In six months, that gap went from 4.5 to 1.6 days, and clients having to chase the firm from 32% to 9%.
A client comes back to the firm that answers quickly and says where the matter stands. That depends less on talent than on how follow-up is organised.
Client journey from first contact to report, progress updates sent at the steps that matter.
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