Litigation is not often seen as being an enjoying process for clients and is commonly known as a “distress purchase”, according mid-tier firm McCabe Curwood.
As such, law firms should be doing whatever it can to make the litigious process as clear and accessible as possible, said McCabes principal Chiara Rawlins.
“By the time a client is sitting in front of me, they are often in a difficult situation and I am tasked with telling them it will get a lot worse before it gets better,” she said.
The firm recently held its first #MCDisruptsLegal event, in conjunction with technology partner Checkbox, “going back to the drawing board” to workshop how it could best utilise technology. As part of the event, the firm’s litigation and dispute resolution team designed a system “to improve efficiencies both externally for clients, and internally at McCabe Curwood”, the firm said.
Putting customer experience (CX) at the top of the priority list and using past client experience as a guide to develop a better CX, the LDR team “developed a logic-based application, that maps litigation milestones with a view to reducing costs and improving a client’s understanding of the litigation process” the firm said.
“The application will be used as a tool to educate clients about what to expect in litigation in a cost-effective way,” said McCabes managing principal Andrew Lacey.
“As a group, we reflected upon our experiences, concentrating on the key factors in costing for litigation, and how the litigation milestones feed into that analysis. That data reflected that the cost of information gathering throughout the litigation process – including through processes such as discovery and affidavit drafting – can often be the most time and cost intensive litigation milestones.”
The LDR group came up with a pitch which focused on using Checkbox to inform clients about the discovery and evidence gathering process and to obtain instructions in a streamlined and cost-effective way.
“Knowing the extent of your discovery obligations, and what information can be included in an affidavit is vital for a client to understand,” added senior associate Fiona Lymant.
“By using logic-based software developed by Checkbox, we will cut down on the time spent sitting with lawyers, and in turn the direct costs incurred by clients. Using this application will be an efficient way to deliver information to us during the discovery and evidence drafting process, and this is stage one.”