Entry of high street and institutional brands into the consumer market will drive further consolidation. Co-operative Legal Services, Halifax Legal Solutions, the AA, DAS and Capita, to name some of those who wish to participate in the emerging market for consumer legal services, will be impossible to beat at the current levels of scale and investment
Stephen Mayson - March 2007 - Professor of Strategy and Director of the Legal Services Policy Institute
Generation 'Y' refers to those born in the 1970s. They typically prefer the web as their first point of entry, seek ease of contact, immediacy, cost effectiveness and do not value face-to-face communication alone. This is the next generation of consumers that law firms need to attract – and existing practices alone will not capture them.
Law firms need to reach them with a strategy that allows engagement through the web and contact centres - using them as a point of access for new and existing clients alike. This does not merely mean building a 'brochure' website with a 'Contact us' page, but rather the creation of genuinely 'always-on' services where customers can transact with the firm at any time.
With over 10 years' experience in developing web- and call centre-delivered legal services for customers of financial institutions, including HBOS, Royal & SunAlliance, Allianz, Capita and ARAG Insurance, we are now working in conjunction with a limited group of leading UK law firms to develop a symbiotic partnership - the MyLawyer Network.
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