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www.wilkinsonread.co.uk 15 info@wilkinsonread.co.uk

One Finance Director points out

that technology is an important

aspect of successful

communication with clients. “Our

online service is expanding. Face to

face contact is still our priority, but

we must also embrace the internet

as a way to service and reach our

clients. Facebook and Twitter cannot be ignored anymore.”

Michelle Walsh of Wilkinson Read & Partners also believes that technology is an important part of

the clients care process. “Firms simply must be willing to engage with the client via their medium of

preference. Moreover, effective use of technology where appropriate can reduce the time – and

cost – of face to face meetings and travel.”

Although Professor Sako believes that the big changes in the market will take ten years or longer to

come to fruition, she is confident that models of service delivery will change significantly in the next

five years. “Firms are investing heavily in information-processing technology to assist in efficiency,

and moves to offshore or nearshore locations will continue. As the scale of cases grows, and

litigation is a prime example, technological change is a no-brainer. The support and mid-office areas

will change markedly.”

Outsourcing is a vital component of this approach. Legal processes can be outsourced selectively to

locally-based operators selected on the basis of both cost and quality of service. In many cases, this

will allow firms to better meet client requirements in terms of speed of delivery and price. Business

processes can be outsourced, often to more distant, low-cost locations. Not only does this have the

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Market Firm

Significant / Transformative

None / Minor

Chart 2 – Impact of Technology

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