Technology Lessons from Another Industry
In a post by EarthTimes.org they highlight the new breed of young real estate professionals who are using technology to deliver new levels of client service:
"They embrace technology, develop new business models and create unique approaches to client service to add even more value to the real estate transaction."
So why am I talking about a few realtors when this blog is about law firm client service? Because having just sold and bought a house myself, I'm intrigued by the innovativeness of these folks. And (here's the point) I can't help but wonder how law firms will use technology and ingenuity to remake their client service experience.
There are all kinds of technology options that are available for law firms. Competitive intelligence solutions like Thomson's Firm360 or LexisNexis' atVantage (and others) keep you up-to-date on client issues. CRM solutions like LexisNexis' InterAction can improve customer service, too. Even something as simple as a Blackberry can help by making you more accessible. The list goes on. These technologies require a change in habits, and they usually aren't cheap, but the rewards are well worth it.
There's going to come a day when realtors who don't embrace these neat new tools will be left in the dust. That day is coming with law firms, too. Some will resist implementing new technology. The question is: how many law firms will wait until they've started losing customers before they adapt. On the flip side, which law firms will jump in front of the curve and benefit?
One final note: it doesn't do any good to have the technology if it's not used.
