(Sponsored content). Doug Hargrove has over 25 years of leadership experience in UK and global software firms. As a respected industry leader, Doug is dedicated to creating industry-leading technology solutions that transform how law firms serve their clients
For years, discussions around legal technology have focused on efficiency; faster document production, better case management and less administration. While those benefits remain important, the conversation has evolved. Today, firms are increasingly recognising the wider role technology plays in shaping better client experiences.
Clients are no longer comparing their law firm solely against other firms. Their expectations are shaped by every digital experience they have, from tracking a delivery to applying for a mortgage. They expect transparency, speed, clear communication and a seamless service from beginning to end.
For law firms, meeting those expectations is becoming just as important as delivering excellent legal advice. The challenge is that many firms are trying to improve the client experience while still relying on fragmented systems and manual processes behind the scenes. According to OneAdvanced's Legal Trends Report 2026, 62% of firms say they face a platform integration crisis, while 64% remain stuck in what the report describes as "automation purgatory", where isolated digital initiatives have failed to create joined-up ways of working.
The experience begins long before legal advice
For most clients, their first interaction with a law firm is administrative rather than legal. Completing onboarding forms, providing identification, signing engagement letters and sharing documentation all happens before legal work begins. If these early interactions are slow or inconsistent, confidence can quickly diminish.
Intelligent workflows help remove that friction by automating routine processes while maintaining appropriate oversight. Information moves seamlessly between teams, compliance checks happen at the right time, and clients receive timely updates without unnecessary chasing. The result is a smoother experience that frees lawyers to focus on the conversations, advice and reassurance clients value most.
Connected firms create more confident clients
Many firms have already invested in digital tools, yet siloed systems continue to limit their value. OneAdvanced's Legal Trends Report found senior partners are three times more likely than managers to believe digital investments are delivering value, highlighting a disconnect between strategic ambition and operational reality.
Clients quickly notice this impact too. When matter information sits across multiple systems, fee earners spend more time searching for updates instead of progressing work. As communications become more inconsistent, clients may be asked for information the firm already holds, and therefore confidence suffers.
Intelligent workflows connect people, data and processes into a single operating environment, improving collaboration and creating a more consistent client experience throughout every matter.
Embedding AI into everyday work
Artificial intelligence continues to dominate discussion across the legal sector, but the firms seeing the greatest benefits are those treating AI as part of a wider operational strategy rather than as a standalone capability. Although AI adoption is now the number one business priority for law firms, 57% say less than a quarter of their work currently uses AI-powered processes.
AI on its own does not transform client experiences, its true value comes from being embedded within intelligent workflows where it supports everyday activities such as document handling, governance, workflow automation and information retrieval. Working within these connected processes, AI helps reduce repetitive administration while improving consistency and accuracy, allowing legal professionals to focus on the work that delivers the greatest value to clients.
Discover what's next for legal technology
Delivering an exceptional client experience starts with connected, intelligent ways of working. That's why OneAdvanced has developed IQ for Legal, bringing together AI, intelligent workflows and trusted legal technology to help firms reduce administrative burden, improve productivity and deliver a more responsive service from instruction to completion.
Whether you're looking to modernise legacy processes, unlock greater value from your existing systems or explore how AI can support your firm responsibly, IQ for Legal provides the foundation for the next generation of legal practice.
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