A recent industry report has indicated that a substantial number of SME law firms anticipate revenue growth in 2025, with enhancing client experience at the heart of their strategies for success.
The Frontiers report by Legal Practice Management, released earlier this year and supported by Access Legal, a leading provider of software and services to the legal sector, found that nearly 80% of SME law firms expect revenue increases through the remainder of this year and into 2025. Improving client experience and fostering a ‘digital-first’ culture were identified as critical elements for future success and gaining a competitive edge.
These firms are demonstrating their commitment to these priorities, with 64% reporting an increase in technology spending year over year. The emphasis on client experience is evident, as 60% noted that their client-facing technology requires either improvement or replacement.
In a move to enhance value for its existing clients, Access Legal acquired inCase earlier this year—a user-friendly mobile app that streamlines communication between law firms and their clients, keeping them informed throughout their cases. The app has gained a strong reputation for helping firms deliver exceptional client service while boosting profitability and growth, particularly in areas like conveyancing, wills and probate, personal injury, family, and employment law.
Sucheet Amin, founder and CEO of inCase and senior partner at Aequitas Legal, remarked, “I’ve witnessed firsthand how delivering exceptional client services can transform a client’s experience, elevate a firm’s reputation, and ultimately enhance profitability. It’s clear from the data that improving the client experience is critical. Client engagement significantly shapes these experiences, and at inCase, we’ve observed increased investment in technology to support this digital transformation—leading to more repeat business, referrals, and enhanced client service.”
In addition to prioritizing client experience and a digital-first approach, addressing cost challenges and understanding ROI were recognized as subsequent priorities for SME firms.
Amin continued, “When collaborating with a legal technology provider, understanding ROI should be paramount to ensure you’re investing in the right solutions and maximizing potential. Your partner should help you analyze key metrics such as client conversion and retention rates, average transaction times, volume of inbound communications, and time spent on both billable and non-billable tasks to validate ROI. Investing in the right solutions will be crucial for revenue growth into 2025.”