What Legal Tech Leaders Can Learn from Other Service-Based Industries

In hospitality, the customer is at the center of every decision. From mobile check-ins to real-time updates, the industry knows that how you deliver a service is just as important as the service itself.

Law firms face similar expectations from clients, especially in contingency-based or high-touch practice areas like personal injury or immigration law. Clients want to know what’s going on without having to call or wait. In fact, according to McKinsey, 71% of consumers expect personalized interactions, and 76% become frustrated when these expectations aren’t met.

By offering online client portals, automatic updates, and personalized messages, firms can reduce inbound calls and improve client satisfaction at the same time.

Healthcare providers manage sensitive data, tight deadlines, and a lot of moving parts. To meet these demands, the industry has embraced automation to minimize errors, stay compliant, and ensure critical information gets to the right people quickly.

Legal operations face many of the same challenges. Automating workflows from task assignments and communications to data entry and governance can transform operations at every level. Research from Capterra shows that law firms using automation software have seen a 60% positive impact on revenue.

Across the SaaS world, integration is everything. APIs, integration hubs, and plug-and-play platforms allow systems to communicate seamlessly, creating unified workflows and frictionless user experiences.

Meanwhile, legal teams are often stuck juggling disconnected tools with intake in one platform, case management in one platform, and communication in a third. The next generation of legal tech leaders must prioritize building connected ecosystems, where case information, documents, and communications flow seamlessly between platforms.

Takeaway: Build an integrated tech stack to reduce friction, duplication, and other data silos.

Banks and financial institutions have long relied on data to make better decisions, not only to analyze performance, but also to predict behaviors and manage risk. Law firms and legal teams are sitting on equally valuable insights—they just need the right tools to unlock them.

By tracking metrics like team productivity and case data, legal teams can make smarter staffing decisions, improve forecasting, and demonstrate value more clearly. It’s no surprise that 98% of legal professionals using analytics find it valuable for their practice. Analytics and reporting dashboards are paving the way for more strategic decision-making.

Think about how companies like Uber or Instacart scaled so quickly. They simplified service delivery, matched tasks to available workers, and used technology to manage demand efficiently.

Law firms can take a similar approach. By assigning tasks based on skill, setting up shared queues, and giving visibility into workload, legal teams can boost productivity without burning out their staff.

Takeaway: Scaling your legal services doesn’t mean doing more with less. It means doing the right work, better.