--- title: "Legal Customer Process" description: "Customer process focuses on the customer experience and satisfaction during the case operations, it provides the best practices" url: "https://spinelegal.co.uk/legal-customer-process/" site: "SpineLegal" lang: "en-GB" type: "page" author: "MT" published: "2020-06-25T12:26:39+00:00" modified: "2026-07-05T09:58:31+00:00" image: "https://spinelegal.co.uk/wp-content/uploads/2022/05/Customer-Satisfaction-SpineLegal-e1681128980682.jpg" --- # Legal Customer Process # SpineLegal’s Customer Process SpineLegal’s customer process focuses on building up the customer experience and satisfaction during case processing. ## Why Customer Process Matters in Legal Practice > “If you can improve your processes to help one client, you will improve the experiences of all your clients” – **Jack Newton, author of the book “The Client-Centred Law Firm”** Statistics show that 40% of clients feel frustration when they hire a lawyer, but only 8% of law firms believe this to be the case. Fundamentally, this means there is a need for awareness before process improvements can be recommended. The picture on the right-hand side is clearly articulating how to achieve the sweet spot for the operations by shifting the focus to being Client-Centric” The experience we leave customers with determines whether we will have repeat business opportunities and therefore more profits for the firm. [ Book A Demo ](https://spinelegal.co.uk/book-a-meeting/) ![Venn diagram illustrating SpineLegal's 'Sweet Spot' in legal operations: easy payment, timely comms, interaction, and care.](https://spinelegal.co.uk/wp-content/uploads/2021/03/Spine-Customer-Value.png) ![SpineLegal Software features: client care, timely communications, document signing, and easy payment solutions.](https://spinelegal.co.uk/wp-content/uploads/2021/03/SpineLegal-Customer-Care.png) **What is SpineLegal Customer Process?** The SpineLegal customer process recommends tighter integration of case management and customer interfaces. The world is shifting towards Omni Channel communications and we believe Mobile apps, SMS messaging, Web Portals and regular updates are key to ensuring customer satisfaction. You can get a copy of the SpineLegal process for FREE by clicking the download button below. ### Scalable for All Law Firms Whether you’re a solo practitioner or a growing firm, SpineLegal adapts to your needs. Configure automation rules that reflect your unique processes and client expectations. ## Key Features of SpineLegal Automation Empower your legal team with automation that accelerates productivity and improves client service. ### Workflow Automation Design and implement workflows tailored to your firm’s operations from case intake to closure. ### Smart Triggers & Actions Set custom triggers that automatically send emails, assign tasks, update statuses, and more. ### Automated Billing & Invoicing Track time, generate invoices, and manage payments with ease — all from a single platform. ### Document Automation Generate and manage legal documents faster with pre-set templates and automated merge fields. ### Why Spine Legal ![Business professionals analyzing legal software data on laptop - SpineLegal solutions.](https://spinelegal.co.uk/wp-content/uploads/2021/04/Financial-data-amico-300x300.png) ### DATA We ensure you keep and own your data securely ![Illustration of multitasking with SpineLegal Software, boosting law firm efficiency through advanced analytics and tools.](https://spinelegal.co.uk/wp-content/uploads/2021/04/Admin-amico-300x300.png) ### COST We are cost effective and is on the latest cloud technology ![Agreement amico](https://spinelegal.co.uk/wp-content/uploads/2021/04/Agreement-amico.svg) ### CONTRACT No contracts or tie-in, we are confident in the product ![Active Support amico](https://spinelegal.co.uk/wp-content/uploads/2021/04/Active-Support-amico.svg) ### SUPPORT Free onboarding, support, document templates and mapping ![People interacting with digital checklist, highlighting SpineLegal's user-friendly software solutions.](https://spinelegal.co.uk/wp-content/uploads/2021/04/Select-amico-300x300.png) ### CHOICE Choice of integration with a wide selection of partners and on demand ## Experience SpineLegal today!!! All the above software components will be installed with 1-Click on your computer. 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