Modern marketing

Eclipse Legal Systems spoke to Modern Law Magazine about whether law firms are utilising a large enough variety of marketing techniques to promote their practices. 

In the ever-changing legal landscape, law firms need to be quick to adapt and to adopt a holistic approach to marketing campaigns. The client journey often begins online, and the last few years have seen clients become much savvier when selecting and buying legal services. As a result, the number of practices with an in-house marketing team is on the rise; however budgets are still somewhat conservative.

Although law firms are slightly more restricted working within a regulated industry, there are a few key concepts that need to be implemented and executed more efficiently.

Social media  

Most firms are participating in one way or another, and some have developed sophisticated strategies to ensure they truly engage with both prospects and clients. However the fact remains that most are only using it as a one-way channel to distribute content.  

Additionally, law firms need to step away from focusing on conversion in a traditional sense - i.e. turning a prospect into a client. Generally speaking, conversion can be defined as persuading a potential client to interact with an aspect of the website, and as such, there are now softer objectives, such as subscribing to a newsletter or attending an event. 

Responsive websites  

2015 saw Google release an algorithm update to penalise non-responsive sites, with the aim to phase them out of the top search results pages.  

As mobile-only internet is becoming increasingly common, law firms need to ensure websites are optimised and that content can be easily downloaded on a mobile device, yet many firms are still only in the planning stage of this process. 

Multi-channel marketing  

The overall experience across all platforms needs to reflect the service on offer and business branding.  

As part of this, multi-channel marketing is crucial for law firms with regards to image and interfacing with clients - but consistency is key, and this is hugely underestimated within the legal sector. For example, a lot of firms have a beautiful offices in a prime location, yet a poorly designed website and an inconsistent brand message. 

ROI  

A recurring theme among the legal sector is difficulty in measuring the success of a marketing strategy,  

Firms are often collecting the data but they don't take it any further. It's crucial to analyse and act upon those results to derive meaningful business insights and a thorough analysis of a marketing campaign is invaluable in enabling firms to develop better methods of client and prospect engagement. 

Currently, many law firms are missing these key opportunities to expand and develop practices.

Archers Law rolls out Eclipse's Proclaim Practice Management Software solution firm-wide

Archers Law, an established Teesside based firm, has selected the Proclaim Practice Management Software solution in a 6-figure investment with Eclipse Legal Systems, the sole Law Society Endorsed legal software provider.

With longstanding roots in the regional area, Archers Law has grown from humble beginnings on the high street to a modern law firm with a 60 strong team. Providing a full range of services to private clients and business organisations, the practice continues to build upon its foundations to offer a responsive, empathetic and reliable service, ensuring clients receive the highest standards in legal advice.

Archers Law has chosen to implement the Proclaim Practice Management Software solution across the firm including case management modules for Conveyancing, Debt Recovery and Probate. The system will serve to provide legal teams with a consistent approach to matter management, whilst the integrated financial platform will enable a seamless approach to billing and overall practice management.

To further enhance client service, Archers Law will implement a number of Eclipse's additional systems and integrations. The lead management system will provide true end-to-end management of all incoming enquiries, and will incorporate the online document delivery and acceptance tool, SecureDocs - serving to streamline all client inception procedures. Following instruction, Archers Law will use FileView as a further option to keep clients and referrers informed, enabling staff to securely display case information on the firm's website, therefore reducing the number of 'update' calls received.

Additionally, Proclaim's integration with the LRBG will allow conveyancing fee earners to access Land Registry services directly from the system, whilst the integration with BigHand will expand the functionality of Proclaim and enhance the current digital dictation solution, including speech recgonition, which the firm already uses.

Vicky Browning (pictured), Practice Director at Archers Law, comments:

"Whilst our current technology is already in advance of some other local firms, we saw an opportunity when developing our business plan to invest further in our IT infrastructure, impacting specifically on enhanced client service and improved internal working practices.

"Our primary goal is to have a system that will expand with our commercial objectives and move us towards a paper-light environment internally. After a thorough selection process, it became clear that Eclipse's Proclaim system will deliver on all accounts, providing us with unrivalled intelligence, detailed reporting, and most importantly, a centralised and consistent solution."

Brown Turner Ross builds upon existing reputation of excellence within Eclipse's Proclaim Practice Management Software solution

Brown Turner Ross, a longstanding law firm in the North West, is implementing the Proclaim Practice Management Software solution from Eclipse Legal Systems, the sole Law Society Endorsed legal software provider.

With offices in Southport, Liverpool and Birkenhead, Brown Turner Ross has been delivering a comprehensive range of legal services across England and Wales for 130 years. The experienced and expert team of solicitors offers a first class service to both private and business clients, and aims to build lasting relationships to ensure Brown Turner Ross is always the law firm of choice.

Eclipse will implement its Proclaim Case Management system throughout the offices and across a number of departments - including Conveyancing, Probate, Personal Injury and Family - serving to streamline efficiencies and standardise working practices. As part of the project, Eclipse will conduct a full accounts conversion from Brown Turner Ross' incumbent system, providing a seamlessly integrated and centralised Proclaim Practice Management Software solution.

Samantha Bushell (pictured), Director at Brown Turner Ross, comments:

"We needed our core practice management system to be as efficient as possible and it was clear to us from the outset that Eclipse offered the best solution, enabling us to build upon our existing reputation of excellence."

To further enhance client inception procedures, Brown Turner Ross will use Eclipse's lead management system, and will benefit from comprehensive management of all incoming enquiries. Staff will be able to nurture on-going prospect relationships, target them with relevant marketing materials - such as event invitations - and when the time is right create a live client file to include all pre-existing data, providing a truly personalised client service experience. To further streamline the inception process and ensure compliance, Eclipse's integration with an ID/AML checking service will allow fee earners to request 'one-click' ID checks directly from Proclaim, with search results returned to the relevant files.

Samantha continues:

"Using Proclaim to streamline the administrative tasks that are often associated with client inception processes will allow us to further perfect our clients' journey, and free up our time to do what we do best - provide the highest quality service and advice."

SNS Solicitors offers high quality service with Eclipse's Proclaim Case Management Software solution

Eclipse Legal Systems, the sole Law Society Endorsed legal software provider, is implementing its Proclaim Case Management Software solution at SNS Solicitors, a new start-up firm based in Cheshire.

Founded by Sarah Singh, an experienced solicitor in complex RTAs and litigation, the boutique firm specialises in a range of services across the personal injury sector - from accidents at work and slips and trips, through to RTAs and holiday sickness. Based in the centre of Altrincham, SNS Solicitors is a professional, modern and dynamic firm, priding itself on its ability to deal with claims efficiently and meticulously, ensuring clients receive the best service possible.

As a new start-up, SNS Solicitors needed to implement the right legal software solution to enable streamlined case progression from day one, ultimately serving to establish a sterling reputation right away. With previous experience of the solution, Sarah knew Eclipse's Proclaim Personal Injury Case Management system could improve case handling and increase the quality of client service, without needing to employ a full team of support staff.

Additionally, Proclaim's inherent flexibility means the system can be tailored - entirely in-house - to suit SNS Solicitors, and any area of personal injury work.

Sarah Singh, Director of SNS Solicitors, comments:

"We need to be able to continually develop our services in order to meet the needs of our clients, and the dynamic personal injury sector. With previous experience of Proclaim, I knew it was the right legal software for us - geared to streamlining the entire case handling process, and eliminating administration time, it's perfect in enabling a new start-up to offer high quality client service whilst efficiently increasing case volume."

Eclipse Legal Systems announces innovative Mediation Case Management Software solution

Law Society Endorsed legal software provider, Eclipse Legal Systems, has announced the creation of an innovative addition to its portfolio of case and matter management workflows.

The new Proclaim Mediation Case Management system has been designed to eliminate time-consuming document production and simplify the complicated rates and structures associated with this particular area of legal services. Although initially being used for family-orientated processes, the Proclaim Mediation solution is entirely customisable to suit workplace, commercial and public dispute procedures.

In addition to the inherent Proclaim functionality - such as data storage, document creation, time recording etc - the solution has also been tailored to seamlessly guide fee earners through all mediation case stages. This includes the facility to detail MAIMs appointments, any subsequent joint meetings, and financial or childcare agreements, as well as capabilities for automated letter production and full diary and task management.

Furthermore, Proclaim's provision for Legal Aid work means all time is automatically recorded - available for users to effortlessly upload to the LAA - eliminating duplicate data entry and allowing for the submission of bills directly through the Proclaim desktop.

Laura Clapton (pictured), Mediator and Partner at Eclipse client, Consilia Legal, comments on the legal software:

"We simply could not carry out mediation work to this standard without using Proclaim - mediation is extremely admin intensive and requires excellent organisation - the system provides a core service delivery backbone, and is the perfect PA!"

The 'millennial advantage'

Eclipse Legal Systems spoke to Modern Claims Magazine about the skills that millennials can bring to the claims sector, and how companies can best harness these.

The millennial generation is the largest age group to emerge since the baby boom generation, and will soon make up the majority of the workforce.

Many businesses use the same method of educating new recruits, whereby the 'older' generation are seen as the experts, whilst the younger employees are commonly seen as novices with a lot to learn. Although this is often true, it can also be reversed.

Despite a poor reputation for being lazy and egotistical, millennials are some of the most productive employees around - creating new ways to work smarter rather than harder - and can introduce a renewed skillset to ultimately aid in firms' longevity:

• Use and knowledge of technology - millennials have grown up in a culture immersed in technological advancement and have embraced it incredibly quickly. Notably, this is the first time a younger generation is entering the workplace with a better grasp of a key business tool than most senior employees 

• A global perspective - most millennials have now either studied or travelled abroad, giving them a range of experience, as well as diverse opinions and a deeper understanding of different cultures 

• Adaptability - this generation of workers tend to thrive in environments of change, enabling them to provide innovative ideas for increasing productivity and development 

Businesses can take advantage of the newfound skillsets and prepare for the future by implementing a few key concepts:

Embrace technology - millennials are the most highly connected and tech-savvy generation, and although obvious to most, it's worth pointing out that technology is now playing a key role across all sectors and is set to continue its rapid development. Millennials can help to create a more efficient, engaging customer experience using social tools and apps, enabling them to instantly connect, engage and collaborate.

Embrace diversity - as the most ethically diverse generation, millennials can bring a variety of experiences, viewpoints and backgrounds that will prove extremely advantageous in engaging customers.

Embrace innovation - in such a competitive market, it's vital that claims companies are constantly adapting and delivering solutions to customers in line with their lifestyle, whether that's an online portal or a smartphone app. Millennials are a fantastic source of innovation and can not only aid in business development, but also significantly increase productivity and development in creating solutions to customers' ever-changing demands.

Client Case Study: Blakewater Solicitors

Blakewater Solicitors attributes a decade of success to Eclipse's Proclaim Practice Management Software solution 

Established in January 2007, Blackburn-based Blakewater Solicitors has rapidly evolved over the years from a leading specialist conveyancing practice into a broader firm, now offering sharia finance, immigration, personal injury and probate services.

Blakewater Solicitors has been recognised nationally for its efficient and professional service and has become one of the leading market providers for property transactions in the North of England. The flexible, expert and tailored service has allowed the firm to thrive in today's global marketplace, boasting an expansive client base in 55 cities across 33 countries.

Having won several national and international accolades, and a Lexel and CQS Law Society accredited practice with Investor in People Gold; the firm has most recently been shortlisted for the Modern Law Conveyancing Awards 2016.

Blakewater Solicitors has taken the bold move to open a second office in Bradford, West Yorkshire, despite the current legal landscape and stiff competition. The firm is confident that the quality of its legal work and client care will set it apart.

Abdul Hafeez Darr (pictured), Director at Blakewater Solicitors, speaks to Eclipse about his choice in legal software and why he's been an Eclipse client for nearly a decade. 

What was your initial reason behind implementing a practice management system?

Before I founded Blakewater Solicitors, I worked for one of the 'Magic Circle' law firms in London so therefore knew of the benefits to legal software, including the huge savings it could bring if used correctly.

When I established Blakewater Solicitors with my business partner, I knew a full practice management system was a necessary requirement, and we were actually one of the first firms in the North West to implement a legal software solution, and broke the mould with regards to investing in IT so heavily for a new start-up.

Why did you choose Eclipse over other providers?

Our initial selection process was extremely extensive. We looked at 5 different legal software providers and saw a range of in-depth demonstrations, as well as a number of meetings with each provider, and agreed Proclaim was the best solution on the market. Unfortunately, my business partner selected another provider - based purely on costs - and quickly realised, after 2 weeks, the system was not fit for purpose - especially in comparison to Proclaim.

Essentially, I see Eclipse and its Proclaim solution as the 'Apple' of the legal software sector. It provides a huge return on investment, and a quality, centralised case management system, providing us with the confidence to know it's entirely futureproof. Additionally, third parties have Eclipse at the top of their lists for integrations, so I can feel safe in the knowledge that our legal software is always going to be top of the range.

Blakewater Solicitors has expanded substantially since 2007 - how has Proclaim helped with this?

To put it simply, it provides us with massive efficiency gains.

For a firm of our size, we're taking on double the work that we could without Proclaim, and even better, we're achieving this seamlessly without the need for a full team of support staff.

Proclaim's workflow is so easy to tweak as and when we need to, and the process of uploading letters and editing linked actions means our junior staff can open cases, input details, send out documentation and file all correspondence. Ultimately this is saving us huge amounts in both time and money. Taking this further, we don't have the worry of needing everyone in the office at all times - our solicitors are able to work remotely, or from home, as everything is accessible and centralised.

As an Eclipse client for nearly 10 years, what are some of the benefits you've seen?

Firstly, the support that's on offer. It's excellent and there's no other way to describe it! Anytime I've needed to call, no matter who I speak to, they're always extremely friendly and approachable. I find a lot of support teams in other businesses can make you feel stupid, or like you're wasting their time when asking questions. With Eclipse, even if it's a simple problem, they're willing to log on remotely and show me, rather than just explain. The whole team are always happy to help and have a fantastic attitude.

Secondly, the integrations that are available. We're currently using the MoJ portal and LRBG integrations and have found these in particular have reduced our time in half, not to mention streamline our processes across the personal injury and conveyancing departments.

How are you using FileView to enhance your service? 

FileView is a fantastic selling point for us. Not only is it a great tool for estate agents and referrers, it's also extremely useful for our clients, enabling them to securely log in as and when they want to for case updates.

As an example, we have clients in 55 cities across 33 countries worldwide so time zones  often don't allow for us to speak with them at a convenient time. A high number of our overseas clients, particularly in Hong Kong and Singapore, are conveyancing clients looking to buy and sell property in London - they're often very tech-savvy and extremely demanding. One of the first questions we get asked is how we can ensure they're kept updated on their case when they are the other side of the world. FileView provides the perfect solution, and has enabled us to reach clients that we otherwise would've had to turn away.

How well does Proclaim suit your on-going needs as a business?

As a Proclaim user and Eclipse client of nearly a decade, I can say it suits Blakewater Solicitors perfectly!

We're always looking at new methods to improve our systems and procedures, which of course Proclaim plays a huge part in. Thankfully, its usability means we can easily tweak the system whenever we need to for business and/or client requirements. As part of this, we're currently looking to implement Eclipse's SecureDocs tool for our personal injury department as it would significantly improve our turnaround times and complement our existing system very well.

Furthermore, Eclipse is the market-leading provider so we're quietly confident that any of our future technology will always be supported - whether that's a new third party integration, or entirely new case type.

To put it simply, Proclaim has been - and will continue to be - fundamental to our success.