Digital dictation: a ‘nice-to-have’ or an essential opportunity to improve efficiency and client service?
Digital dictation is not simply about saving time and being more efficient. When taken full advantage of, the right software can help improve client service and increase billable hours. Managing Director of Lexacom, Andrew Whiteley, gives an insight into the true benefits of digital dictation.
Why go digital?
Lexacom digital dictation is designed to enable professionals to record what action is needed for their clients as accurately, quickly and efficiently as possible and get that information to where it needs to be.
“With Lexacom software, digital dictations can be made immediately, marked as urgent or routine and sent directly to the secretarial team to be processed. Managers can monitor how quickly work is being progressed and produce regular reports to track and audit document turnaround times.” Whiteley explains.
One law firm that has noticed a real improvement since using Lexacom is Muir, Myles and Laverty. “The whole system works much better now. The sound quality is clearer, dictations can be actioned more quickly and it’s much easier for the secretaries to manage their workload because they know what is outstanding, which dictations are urgent and how long all the recordings are,” said Victoria Clancy, Legal Secretary.
Improving client service
With the introduction of cloud computing, Lexacom is taking the benefits of digital dictation further. With Lexacom 3, clients can record, edit, send, receive and manage dictations from multiple offices, even if they don’t have a network connecting them. Moreover, clients can now dictate on the move via the Lexacom Apps, which enable iPhones, Blackberrys and iPads to be used as dictation devices.
Whiteley points out that being able to dictate a letter or meeting notes, immediately after seeing a client, minimises the risk of recording incorrect or incomplete information and speeds everything up – for law firms and their clients. “The secure Lexacom cloud effectively acts like a server, which means lawyers can record and send dictations while at court or visiting clients, and review the transcribed document all securely, via their mobile,” he added.
Choosing the right digital dictation partner
Some law firms continue to rely on tapes because of a feeling of ‘better the devil you know’. Others stick with an inappropriate digital system because they believe it will cost too much to switch.
Whiteley advises firms to try before they buy to ensure they’re partnering with the right software provider: “Providers offer different levels of service and costs vary. Don’t be afraid to ask for a free trial to check their system is easy to use, has the functions you need and can be adapted to grow with your organisation. Finally, watch out for hidden charges such as software upgrades or cancellation clauses and ask to speak to an existing customer for an honest view of customer service and support”.
Lexacom offers a free, no obligation 30-day trial so clients can really get a feel for what they’re buying and the level of service provided.