Engagement that Builds Trust: How FinLegal Improves the Client Journey

Experience Matters Beyond Intake

Getting a client through the door is only half the job. What happens next how informed, involved, and supported that client feels can make or break the relationship.

Yet for many firms, client engagement and retention remain a challenge. Between managing expectations, explaining legal processes, and chasing for updates signatures or documentation, legal teams spend a lot of time just keeping things on track.

At FinLegal, we’ve worked closely with firms to understand where the experience breaks down and how to fix it. Our client engagement portal is designed to do just that: streamline communication, reduce admin, and help clients feel informed and in control throughout their case.

The Real-World Problems Firms Face

Clients Don’t Understand the Process

Legal matters can be complex, especially for clients going through it for the first time. When clients feel left in the dark, confusion quickly turns into frustration and unnecessary calls or emails to your team.

Clients Want to Be Heard and Involved

Today’s clients expect more than just updates they want to feel like active participants in their matter. They’re used to tracking packages and managing their lives online, so they expect the same visibility when it comes to legal services.

Clients Become Unresponsive

Without regular engagement or clear next steps, clients often disengage. That leads to delays, missed deadlines, and frustration on both sides especially when your team has to chase information that could have been gathered automatically.

The Solution: A Smarter, More Engaging Portal

FinLegal’s client engagement portal is designed to improve communication and clarity from the moment a retainer is signed. It’s a digital space where clients can log in, track their matter, view documents, and complete tasks all in one place.

The portal is available right after the retainer is completed.  Clients are guided into their case journey immediately, with key information and steps already set up for them.

⚙️ Customisable to Your Case Process

Every firm works differently and every case has its own needs. FinLegal allows you to customise the portal to your workflow, whether you’re handling personal injury claims, immigration matters, or other transactions.

You can set up milestones, deadlines, upload requests, and automated messages all tailored to how your team works.

🌟 Client-Friendly, From Start to Finish

The portal is built with real clients in mind — simple, intuitive, and mobile-friendly. Whether they’re uploading documents, signing forms, or checking in on progress, your clients get a seamless experience that reflects well on your firm.

📉 Less Admin, More Focus

With automated updates, task reminders, and built-in document collection, Finlegal dramatically reduces the need for manual follow-up. That means fewer emails, fewer calls, and more time for your team to focus on legal work.

Clients Stay Informed and Engaged

When clients feel included and informed, they’re more likely to respond quickly, trust the process, and stick with your firm through to the end (and beyond). That leads to:

✔ Fewer drop-offs
✔ Smoother communication
✔ Better case progress
✔ Higher satisfaction and referrals

Want to Improve Client Engagement at Your Firm?

Let FinLegal help you deliver a client experience that’s as professional and modern as your legal work.

👉 Book a free demo to see the portal in action
👉 Talk to our team to learn how to tailor it to your case types

Author: Sare Brownhill 

Sare has worked in civil litigation for 24 years, in her career she has been both a litigator and latterly Head of Litigation.  She is a qualified Legal Executive.   She now dedicates her time to helping firms thrive within the constraints of CFAs, DBAs and fixed fees by using best in class automation to maximise claimant engagement and automate repetitive, costly work.