Innovative Client Service

A commitment to client service, as outlined in our firmwide vision, is key in driving innovation and change within our organisation. We understand the importance of innovating to maximise our effectiveness and efficiency for our clients.

We endeavour to listen to our clients' evolving needs and adjust the way we deliver our work and engage.

Our innovative service delivery approach is therefore based on four guiding disciplines: client feedback, client care, efficient resourcing, technological innovation and AI.

Client feedback

Our current NPS score is deemed to be "world class".

Client care

Collaboration and clear and regular communication are at the heart of successful relationship building.

Efficient resourcing

We leverage non-lawyer professionals to handle operational, technical and specialist tasks, thereby allowing legal teams to focus on core legal work and enhance overall productivity.

Technological innovation and AI

We increase efficiency and accuracy in legal services through the targeted use of legal technology and AI.

a room with a white screen and people sitting on the couch

Client feedback

"World class" in customer experience

Since 2014, working with an independent research company, we have conducted bi-annual interviews and surveys with our clients from across the firm. Our clients are asked to score us on 3 key areas: getting the basics right, providing the best advice and building relationships. In 2024 we scored an average of 8.9 out of 10, across all 3.

We also ask them how likely they are to recommend us so that we can calculate our Net Promoter Score® (NPS®). This is one of the most common customer experience metrics used by companies around the world and is a widely used indicator of customer sentiment and loyalty. Our current NPS score is deemed to be "world class". As we continue to provide very high levels of service and are held in esteem by our clients, there is always more we can do, and the feedback provided by our clients is key in driving innovation and change within our organisation and our client service delivery approach.

Client care

Collaboration and clear and regular communication are at the heart of successful relationship building between our teams and our clients' teams. Excellent service delivery means providing our clients with visibility and access to all relevant information concerning their legal matters at all times. This is why we can offer bespoke client portals, giving our clients direct, 24/7 access to key information, updates and legal documents, and allowing interaction with the legal team directly, via the platform. Our HighQ Collaborate platform allows us to build a secure collaboration space that can be tailored to the needs of our clients.

For more complex legal disputes or transactions, we can also offer additional Legal Project Management support. As an integrated member of the matter team, the Legal Project Manager (LPM) can take on the operational and organisational responsibilities of a multi-jurisdictional or multi-divisional case or transaction, ensuring that our work is delivered on time and on budget, whilst freeing up our lawyers to focus on legal work and delivering outcomes for our clients.

Efficient resourcing

We believe in the power of multi-disciplinary legal service teams.

The Legal Support Services Hub is set up to provide our legal teams with a comprehensive menu of support services, tailored to the requirements of each matter. It connects lawyers to in-house service teams, ranging from legal project managers, through to legal technologists, document production support and specialist in-house services, such as MDR Discover, our Cyber Risk and Complex Investigations team, Forensic Accounting and Research.

The Hub also provides access to paralegals who are trained in the use of various legal tools aimed to streamline and enhance the way we deliver our matters. We can scale up our paralegal resource through our partnership with Flex Legal, ensuring that each matter is resourced effectively and efficiently.

Technological Innovation and AI

We are a truly tech-enabled law firm. We use a range of tools and technology to streamline and enhance the delivery of our services, whilst managing quality and risk. These go beyond smart use of 'off the shelf' technology, and include the latest tech propositions identified by MDR Lab and our engagement with the legal tech market.

It is no longer a question of if AI will change legal services – but how fast and wide-ranging the changes will be. We embrace AI as part of a broader transformation that touches every aspect of the firm, from client experience to internal efficiency. We use a portfolio of internal and external tools, and are focused on applying the right tool to the right task. We were early movers in building an in-house AI platform (ours is called deReyAI) something our Operations team still make use of, along with Microsoft CoPilot. As the technology has evolved we have introduced more specific AI tools for legal tasks, starting with Legora – a core platform which all our lawyers have access to - as well as Draftwise, Relativity, and Orbital. We tailor our approach to using AI according to the appetite of the client, but as early movers in this space, all our clients can be confident in our AI usage and data security policies.

We were the first UK law firm to launch an in-house e-discovery business, MDR Discover, which uses Relativity as an e-disclosure platform with machine learning tools to review documents. Our Legal Support Services Hub provides tech-enabled services and gives our lawyers access to a wide range of legal technology to streamline and improve our service delivery.

Through MDR Lab – our legal technology incubator - we have helped launch a number of market leading legal tech companies, including: Thirdfort for automated client on-boarding; AI powered Real Estate due diligence via Orbital; Laurel for AI-assisted time recording; and DraftWise, a drafting, negotiation and knowledge management platform. Through our MDR Lab team we continually scan the market for new technologies, facilitate technology pilots and enter partnerships with the most promising legal tech companies.