SpineLegal’s customer process

SpineLegal’s customer process focuses on building up the customer experience
and satisfaction during case operations.

“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.