Shaping the Cleardocs customer experience

Cassandra Townsend, Lawyer

The first quarter of 2014 has passed quickly. I have been busy focusing on new product development, working on enhancing our existing products and attending legal events, some sponsored by Cleardocs.

In coming weeks, we'll be releasing a new SMSF product and several product enhancements across our offering.

In my product development role, I am often asked the question "How do you decide what products to develop?" The answer is simple: we are driven by our customers.

Improving the customer experience is an important focus at Cleardocs – not only from a product development perspective, but also in terms of customer service, our website and Cleardocs technology. Many of you may have already provided feedback through our ongoing customer satisfaction survey.

In coming weeks, we will be contacting some of you to gain further insight into:

• your daily working activities;
• your needs, frustrations and challenges;
• how we can improve your Cleardocs experience; and
• how we can further help meet your and your clients' legal document needs.

We encourage you to speak honestly. We are keen to incorporate your feedback into plans for development of new products and to improve our processes and service to meet your needs.



+Cleardocs Thomson Reuters

MASTERS RETREAT FOR "SMALLER LAW FIRM SURVIVAL"

Cassandra Townsend, Lawyer

On 7 July, 2013, I had the pleasure of leaving the Melbourne cold for the warmer climate of Coffs Harbour. The purpose of my trip was to spend my Sunday attending a legal conference, CLE by the Sea.

CLE by the Sea focussed on the unique challenges facing smaller law firms and the ways small law firms can be 'winners' in the changing legal landscape. The conference attracted expert speakers from varying backgrounds.

There were 12 speakers in the Sunday session who presented in 2 different streams on interesting and stimulating topics such as:

·         areas for growth and opportunity;

·         issues of profitability and cash flow;

·         effective marketing;

·         trends in regional practice; and

·         taking advantage of legal outsourcing.

The conference was an excellent forum for sole practitioners and practitioners in small law firms to meet with others in similar roles, share their experiences and obtain some tips for successfully managing their practice.

We hope to use the Masters Retreat learnings, information and insights to help develop products in line with small law requirements.