When it comes to attracting and retaining the best staff, and appealing to millennial customers, many law firms are falling behind.
Millennials as customers
Today’s customers want the services they use to accommodate their needs. And they expect the same level of experience and interaction that they get from their smartphones and social networks. What’s more, quite often they don’t want to speak to anyone on the phone. Instead, they want to send a quick message or log in to get all the information they want straight away.
“30% of millennials who have had a legal issue prefer to use technology to share legal documents with their lawyer, compared to 23% of older clients.”
With the oldest millennials now reaching 40, they are going to need more and more legal services. But, all too often, law firms haven’t adapted to these shifting expectations leaving many customers frustrated and looking elsewhere.
As a very minimum, to survive over the next few years, law firms must have:
- Varied and accessible communication channels which deliver a consistent customer experience
- Customer-focused technology that gives clients a clear window into their matters and provides information from a client-centric perspective (e.g. customer dashboards, trackers and portals)
- Technology that relieves the administrative burden on clients. For example, automated solutions that reduce and even eliminate manual processes
- Collaboration tools that allow lawyers to share information with clients more efficiently and effectively.
Millennials as employees
Millennials are currently the largest generation active in the workforce. In fact, in the UK today, millennials make up almost 40% of the workforce. And this is expected to rise to 50% of the global workforce by 2020. Crucially, for this generation, work is no longer a place you go, but a thing you do.
When it comes to what they want out of work, here are some of the key priorities:
- Flexibility. Millennials don’t want to be tied to a desk 9 to 5. As such, investing in the tech needed to facilitate mobile working by lawyers is key
- Greater work/life balance. For many millennials, wellbeing takes precedence over money and bonuses. This is because they want to enjoy their life as well as succeed in their career. There are lots of ways to improve wellbeing in the workplace. And what is right for you will depend on your particular business structure and employees. But, by deploying a strategic approach supported by the right tech, some easy wins could lead to significant improvements
- A great work culture. Millennials tend to prefer offices which emulate the home environment and enable social collaboration. Here again, technology can be used to help create a workplace where lawyers have the freedom to move to suit the task at hand (e.g. quiet private spaces, open collaborative spaces, comfortable break-out zones, lunch areas etc.)
- Clear development plans. Millennials do not want to rest on their laurels. They value learning and development and want to know that their employer will support them when it comes to further education and training.
To provide the legal services and working environments that millennial clients and employees desire, law firms must embrace digital transformation. And, when looking to evolve your legal practice, cloud computing is a smart, cost-effective and efficient option. Indeed, cloud-based technology is already revolutionising the legal sector.
If you’re thinking about investing in cloud technology to speed up your firm’s digital transformation, speak to a member of our team on 01942 261 671 to find out more.