How Document Automation Can Enhance Client Service for Law Firms

A lawyer shaking hands with a client.


Manual document drafting in today’s fast-paced legal environment is a costly bottleneck, diminishing both time and client satisfaction. Exceptional client service is not just a value-added proposition; it’s a fundamental necessity for retaining clients and staying competitive. In this blog, we’ll explore how document automation can directly contribute to elevating your client service, strengthen your firm’s reputation and improve client loyalty.


Data-Driven Insights

Automation in the legal sector is not just a trend but a well-researched and documented necessity. A 2020 Deloitte report shows that 62% of legal tasks can be automated. This repetitive nature of legal work does not merely create inefficiencies within the firm, but directly impacts client satisfaction by causing delays and inflating costs. Yet, despite the glaring statistics, the adoption rate has been slow. The American Bar Association reports that only around 35% of law firms have started implementing automation in their workflow. The hesitation primarily stems from misconceptions about technology being too complex or costly.


Furthermore, a study by Thomson Reuters highlights that law firms typically spend up to 48% of their workday on administrative tasks. The same survey underscores that cutting these administrative chores by even 20% through automation could free up significant hours, enabling lawyers to concentrate on more valuable and client-focused activities. The landscape becomes more pressing when we factor in client expectations. A report from Altman Weil states that clients increasingly demand more for less. They are no longer willing to pay for inefficiencies stemming from outdated processes.


The evidence overwhelmingly demonstrates the necessity of embracing automation. For law firms that prioritize client service, the question isn’t whether to adopt document automation but how quickly it can be integrated to create a tangible impact.


The Efficiency Quotient

In an age where instant gratification has become the norm, clients are no longer willing to wait weeks for what could be done in days—or even hours. They are acutely aware of how time translates into billing hours and, consequently, the overall cost of legal services. According to a LexisNexis survey, clients, on average, believe that 30% of legal fees are wasted due to inefficiency.


Document automation directly addresses this issue by drastically reducing the time spent on document generation. Some surveys have reported that document automation can reduce the time spent on generating repetitive legal documents by an average of 82%. In a practical sense, a task which would typically take five hours, could be completed in less than an hour.


The repercussions are twofold. Firstly, the firm becomes more cost-efficient, a factor increasingly important to clients who are becoming savvy consumers of legal services. A study by Clio shows that 57% of legal work goes unbilled, much of which is spent on administrative tasks. Document automation can significantly reduce these ‘unbillable hours,’ passing on the savings to clients.


Secondly, and perhaps more importantly, lawyers can divert the time saved toward more intellectually engaging and client-focused tasks. The opportunity to provide in-depth consultations, research case studies, or even respond promptly to client queries can markedly elevate the level of service offered.


In summary, document automation is a lever for law firms to move more efficiently, cut costs, and free up invaluable time—factors that directly contribute to enhancing the client experience.


Elevating Credibility and Precision

Beyond speed and efficiency, a cornerstone of excellent client service lies in the quality and accuracy of legal work. While humans are indispensable for tasks requiring judgment, creativity, and interpersonal skills, they are also prone to errors when it comes to repetitive, manual tasks. For law firms, even a single typo or misplaced clause can result in costly litigations and tarnished reputation.


Document automation software addresses this vulnerability head-on by standardizing templates and clauses. This feature ensures that every document that leaves the firm has met rigorous internal guidelines, enhancing overall accuracy and quality. Standardization also supports consistency, another attribute that clients highly value. Whether it’s a contract, a legal brief, or any form of client correspondence, consistent formatting and language use convey professionalism and reliability.


In essence, document automation serves as a critical tool for quality control. It allows law firms to produce high-calibre work consistently, thereby amplifying client trust and satisfaction. In a competitive marketplace, where credibility can be your most vital asset, leveraging technology for quality control is not an option but a requirement.


Customization and Personalization

In a crowded legal market, offering a service that feels personally tailored to each client can set your firm apart. Clients aren’t just looking for legal experts but advisors who understand their unique challenges and goals. While automation in some industries may give off a ‘cookie-cutter’ vibe, it can facilitate deeper customisation and personalisation when done right in the legal profession.


Document automation software offers the capability to insert customizable fields and clauses effortlessly. The software can populate these fields with pre-defined yet modifiable data points, such as client names, case specifics, or financial terms. What makes this so impactful is that it allows for personalization at scale. You can create a custom contract for a new business client while simultaneously drafting personalized wills for individual clients—all without compromising on time or quality.


This approach has a twofold impact on client service. On the one hand, it demonstrates attentiveness. The client knows you are not just using a one-size-fits-all template but paying attention to the specifics of their case or situation. A report from Salesforce indicates that 72% of customers expect companies to understand their needs and expectations. On the other hand, this level of detail showcases your firm’s precision. The automated but customizable nature of the documents assures the client that the paperwork is accurate and unique to them, bolstering their confidence in your services. According to a PwC study, 73% of consumers cite ‘experience’ as an essential factor in their purchasing decision, even above price and product quality.


By marrying the efficiency of automation with the nuance of customization, law firms can offer an unprecedented level of tailored service. This meets and often exceeds client expectations, laying the groundwork for longer-term relationships and higher client retention rates.


Navigating Regulatory Compliance

The landscape of regulations and compliance standards is continuously evolving. One misstep or oversight in documentation can have severe consequences for the law firm and the clients who depend on them. According to a report by Thomson Reuters, 78% of legal departments expressed concerns about compliance with ever-changing regulations1. Document automation software can be a lifeline in this complex scenario. Automated documents are inherently easier to update across the board. When a new regulation comes into effect, your firm can quickly update the relevant clauses or terms in your templates, and those changes can be instantly propagated to all documents generated from that template. In contrast, manual updates would require sifting through potentially hundreds or thousands of individual documents—a time-consuming and error-prone process.


Furthermore, some document automation systems feature real-time alerts or updates from authoritative legal bodies, ensuring that your templates are always current. For example, advanced systems can be integrated with databases or other compliance tools that offer real-time regulatory updates, thereby automating the compliance management process. These functionalities are more than just a convenience; they safeguard against inadvertent non-compliance. The benefits of maintaining compliance through automation extend directly to client service. When clients know that your firm uses advanced technology to stay on top of regulatory changes, it instils greater confidence in your ability to manage their legal affairs.


In summary, document automation is not just a tool for internal efficiencies; it’s a strategic asset for managing the intricate, ever-changing world of legal compliance. By using automation to ensure that compliance is always up to date, you fortify your firm’s credibility and deepen clients’ trust in your services.



The legal landscape is evolving, demanding more than expertise; it requires agility, efficiency, and the ability to adapt to clients’ ever-changing needs. The case for document automation is not only compelling but essential. From enhancing time management and reducing operational inefficiencies to elevating the quality and precision of legal work, document automation is a multifaceted tool that brings numerous benefits. It facilitates a tailored client experience and ensures compliance is always a step ahead rather than a step behind.


In a profession where the stakes are high, and the margin for error is low, embracing document automation is not just an operational choice but a strategic imperative. By aligning with this technology, law firms are better positioned to meet client expectations, build lasting relationships, and maintain a competitive edge.



If you’re looking for a reliable partner in your automation journey, consider XpressDox. With over fifteen years of experience in delivering world-class document automation solutions to law firms and corporations globally, XpressDox is the trusted choice for seamless, efficient, and customized document generation. To take your client service to the next level, contact us at [email protected] or visit our website for more information.

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