technological innovation in the sector. We discuss this further in section 4, as an issue related to paradigm innovation. (i) Client portals
Starting with client portals, which respond to widespread demand for access to documents and updates 141 , Acuity Law’s ‘Acuity Client Portal’ was launched in 2020 for the firm’s retained clients “to provide Acuity Counsel Clients seamless access to live matters, financial reporting and a repository of legal documents and templates.” 142 Access to the portal was expanded to all current and future clients in March 2023. 143 The Portal was built by Acuity’s in-house developers following a consultation with clients and provides clients with benefits such as an enhanced e-billing function, a chat function and access to live files, legal templates, know-how guides and legal articles. 144 NewLaw Solicitors ‘Pilot’ portal was developed solely for
Acuity Law Client Portal
personal injury claims in response to reforms in the Civil Liability Act 2018 and “is fully integrated with the Official Injury Claim Portal”. 145 The portal itself combines “a semi-automated workflow with professional legal advice”, 146 allowing clients to “manage their own claims through the OIC portal”, 147 whilst still being able to “access legal expertise when they need it, but at a lower cost”. 148 Hugh James have also developed a portal in-house for their institutional lender clients and the Hugh James banking team. This portal “allows for the transparent management of conditions precedent to loans, and allows the lender to access to a case tracking service 24 hours a day on all matters”. 149 Other law firms, such as LG Williams & Pritchard 150 , Morgan LaRoche 151 , Robertsons Solicitors 152 , Nelson Myatt Solicitors 153 , have implemented client portal technology developed by a range of technology providers (including Osprey Approach, docSAFE, OneHub, Legal Bricks, and more). HCR Law, in 141 Dave Seager, “Tech for law firms in 2021 – it’s now about the personal touch” (The Law Society, 21 September 2021), available at https://www.lawsociety.org.uk/topics/small-firms/tech-for-law-firms-in-2021. 142 Acuity Law, “Acuity Law Portal Launches To Save Businesses Time & Money” (1 March 2023), available at https://acuitylaw.com/portal-launch/. 143 Ibid. 144 Ibid; see also Acuity Law, “Acuity Client Portal”, https://acuitylaw.com/acuity-client-portal/. 145 NewLaw Solicitors, “NewLaw’s ‘Pilot’ charts a new approach to the Civil Liability Act Reforms” (11 March 2023), available at https://www.new-law.co.uk/news/article.aspx?id=136. 146 Joanna Googman, “Self-service solution” (The Law Society Gazette, 21 June 2021), available at https://www.lawgazette.co.uk/features/self-service-solution/5108906.article. 147 Ibid. 148 Ibid. 149 Hugh James, “Development of processes and systems for volume work”, available at https://www.hughjames.com/service/banking-and-finance/development-of-processes-and-systems-for-volume-work. 150 See https://www.cardiff-law.co.uk/. 151 Morgan La Roche, “Client Portal”, available at https://www.morganlaroche.com/client-login/. 152 See https://robsols.co.uk/. 153 See https://www.nelsonmyatt.co.uk/.
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