How Smaller Companies Can Compete and Win with Process Serving Software

Unforgiving deadlines, zero room for error, your reputation hanging in the balance—the process serving industry is high pressure and highly competitive. In this environment, how do smaller outfits go up against the big players? You may not have the big budget, the deep staff, or the brand recognition, but you do have advantages. Agility, smart use of process serving software, and solid relationships can be all you need to compete and win.

Make Friends with Process Serving Technology

Leveraging technology isn’t just a good idea, it’s a must. The legal industry is quickly catching up to the rest of the world when it comes to digital processes and tools. The good news is process serving software isn’t out of reach for smaller companies. With a modest investment, you can start modernizing your business and closing the gap between you and bigger firms.

First, Shift Your Mindset

Before you invest in tech, make sure you have the right mindset to make the most of it. Technology on its own isn’t going to solve your problems; you have to be able to apply it. Fortunately, this is where your size comes in handy: With fewer layers of approval, you can adapt quicker. It will take you far less time than bigger firms to shift your thinking, shed old processes, and pick up new ways of doing things.

Automate to Create Time

One of the most obvious benefits of technology is automating manual tasks. When you and your staff are freed up to focus on more high-value actions, like strategic planning and relationship building, it sharpens your competitive edge.

Many tasks for process servers can be automated, improving speed and reliability. Route optimization, of course, can save the day when you’re stuck in a traffic jam. Being able to upload GPS verification and service affidavits instantly can save you the trouble of using email or other many-step processes.

Electronic filing of court documents is rapidly becoming the standard, taking the place of the more labor-involved physical filing. Make sure you have reliable eFiling software that integrates directly with court systems to speed submissions. (Not eFiling? Consider the ROI of bundling eFiling with process serving.)

Tech integrations are another advancement that’s simplifying previous complicated processes. If you use a legal support services platform that integrates with top legal apps like Clio, iManage, and Net Documents, you can delight your clients by eliminating the need for tedious downloading and uploading of documents and tracking down of billing information.

Speedier Billing and Payments

Are you still emailing invoices and waiting for a check to arrive? Then it might be time to automate your billing and payments. Look for legal support software that allows you to process payments daily. Many LegalConnect partners switched to this schedule and reduced their accounts receivable from months to days, improving cash flow overnight. And stronger cash flow makes you that much more competitive.

Use a system that integrates with your accounting software, whether QuickBooks or something else, for quicker and more accurate reconciling. And if it offers a best-in-class payment processing system, like Stripe, so much the better. Customers are keen to use systems they know and trust.

Empower Clients with Self-service Portals

A lot of process serving companies resist handing over the reins to the client, and a lot of clients do too—they like the full-service treatment. But increasingly, self-service is the way the world works. (When was the last time you went to a bank teller?)

Point out the benefits of using a secure customer portal to your clients. They can submit service requests, track progress in real time, and receive proofs of service or filings any time (and we know what kind of hours lawyers keep). They can cut down on risk because there’s one fewer touchpoint. And, when you raise rates for concierge services, they’ll see how they can save money using self-service.

The benefits to you? Instead of picking up the phone or answering an email, then filling out the details of the serve (and hoping you don’t make a mistake), you can focus on mission-critical tasks. And suddenly you’re ready to scale up.

Mobile Tools for Field Agents

Technology has dramatically changed the game for process servers. There are digital tools you can use right from your smartphone to improve service. Partner with process serving software that lets you confirm service with GPS-tagged check-ins, upload photos from the field, and provide real-time status updates. Then picture the look of relief and satisfaction on your customer’s face.

See the Big Picture with Analytics

Data opens the door to insights that can help you and your customers make informed decisions. Imagine being able to see the big picture on turnaround times, success rates, and client activity. You can identify bottlenecks and error origin points, then take steps to improve service.

You can also use reports to show potential customers hard data on your performance. If the big players aren’t doing that, you’ve just stolen their customer.

Other Ways Smaller Providers Can Compete

Innovation and Agility

Timing is everything. Being able to respond quickly to changes in the industry or market conditions can be the difference between being ahead of the curve and being left behind. As a smaller organization, you can make decisions a lot faster. You don’t have to ask the boss, you are the boss!

White-Glove Service

The big players can become insulated by their size. Not so with smaller outfits. You answer the phone on the first ring, and that makes clients feel special. You can be there to solve complex problems and respond to urgent matters larger firms might pass on.

Local Expertise

You may not have the geographic reach of the bigs, but you know your area like the back of your hand. That can give you an edge. You’re familiar with the quirks of the local courts. Personal relationships with courthouse staff might help resolve issues or speed service. You know before your map app what business just closed or what street has speedbumps.

Flexible Pricing and Service Bundles

As a smaller company you have flexibility—extend that to your clients around pricing. Consider offering volume discounts for clients that place high or frequent orders. Bundled services (for example, process serving, courtesy copy delivery, and records retrieval at a package rate) might appeal to your clientele.

Speed and Turnaround Guarantees

Because you’re nimbler than the bigger firms, you can promise more speed. You may win customers by committing to same-day filings or guaranteed service attempts within a certain window. Sell your services as a quick problem-solver for rejected eFilings or returned process service attempts. (A powerful legal tech platform can help with these services, too.)

Strong Relationships

Going the extra mile for your clients and potential clients can differentiate you from the bigs. While doing more than you have to might not immediately create profit, it will pay off in the long run in referrals and reputation. We know of the owner of a legal support company who called a client directly to let them know the service they ordered was unnecessary, saving them some money. Imagine the loyalty that earned him! Learn more about building strong relationships with clients.

With a small team, you’re going to be close. Work with them to develop their passions. If you’ve got an employee who lives for stakeouts, give her the evasive serves. Or for the one with a talent for persuading clients, put him on marketing. A staff that’s engaged and empowered is going to work a lot harder than one that’s not.

By building your network of other legal support providers, you’ll be able to extend your coverage across more jurisdictions. Choose a tech platform that will help with this. LegalConnect, for example, offers AffiliateConnect™, a centralized space to connect with our network of partners.

Limits Are Just K-rails on the Road to Success

Just because you operate on a smaller scale doesn’t mean you can’t be successful. Lean into your advantages: responsiveness, reliability, and smart use of process serving software. There’s always a market for quality work done with commitment and passion.