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Small Law Client Service Continues Even After Sundown

Client Service Continues Even  After Sundown

Note: The following is a post from contributor Carla Del Bove, who provides support to the business of law software product line within the LexisNexis software division.

The Law Office of Stebelton, Aranda & Snider, in Lancaster, Ohio, has a no holds barred approach to customer service – every client phone call needs to be returned at the end of each day, no matter what.

The attorneys refer to this simply as their “sundown rule.” They make themselves available to clients 24/7 in case of an emergency. The high expectations don’t just end there, according to the firm’s co-office administrator, as conveyed in a newly published case study; these rules are strictly enforced throughout the firm.

This means the firm’s 14 attorneys expect the same level of responsiveness from everyone, especially the administrative support staff.

It’s not uncommon for the attorneys to want to review financial reports in real-time and they expect reports to be delivered immediately, upon request. For anybody who is in finance, they know these detailed reports are virtually impossible to pull together quickly, without some type of financial management software in place.

In this case, the law uses the LexisNexis® Juris® financial management software, which enables her to pull these reports together, on demand. However, the staff remembers a time, at a previous firm, not too long ago, when life was a bit more complicated:

“The program we were using at one time at another law firm, the office administrator would have to go over to the building at eleven o’clock at night and run another batch of pre-bills, then she would go over at three o’clock in the morning and run the next batch.

Finally they would be done and ready for the attorneys by eight or nine the next morning. I do know this for a fact because I had to do it when she would be on vacation.”

Fast and Accurate Reporting

According to the case study, the attorneys like to keep a close tab on the firm’s finances and prefer to see information laid out in an easy-to-read format. It’s not uncommon, for the attorneys to want to know how much the firm paid for a certain service or, how much money is pending via a mid-month work in progress (WIP report).

The product helps do this easily and it even helps her satisfy the needs of the firm’s most demanding attorney:

“One attorney is quite a type-A personality and he wants the information yesterday even though he’s asking for it today. It really helps that I’m able to say, ‘Okay, I’ll have it right for you.’ And so within no time, I can pull the information and send it to him.”

Speed and accuracy are by far and away the tool’s most valuable features which is especially important since each of the attorney’s needs varies. In essence, the tool that helps meet a diverse set of needs:

“Juris is great for the ease of being able to pull reports at the drop of a hat for pretty much anything my attorneys think up: ‘We want to know X, Y, Z’ and within a few minutes I’m able to pull what they need.”

This is like far cry from the 10 hours, is used to take to run pre-bills:  today the job is complete in three hours or less.

Download the complete case study:  Stebelton, Aranda & Snider: “Nothing really compares to what Juris has to offer…”

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About Contributing Writer

Contributing Writer
This bio page is used to publish submissions by contributing writers. We welcome contributions from the legal community and are especially keen for contributions from our customers. Please review previous submissions published here and the “About Us” section to get a sense for what topics work for this blog. All posts must be original content not published elsewhere for at least 30 days. To submit an idea for consideration, please email blsssocial@lexisnexis.com.