Clio: Digital Transformation of Legal Practice - At COVID-19 Speed

Abstract

Professional services firms face evolving client needs and can better meet these needs through digital transformation. We offer the case of Clio, a leading provider of cloud-based legal technology for law firms to better serve their clients. In this role, Clio provides an example of how digital transformation happens – both before and after the dramatic transformation triggered by the COVID-19 shutdowns. With the onset of COVID-19, the company recognized that remote client access and services, previously embraced by early adopters, would now become essential for all law firms’ survival. The company’s response resulted in dramatic growth and the transition from a customer base of early adopters to customers spanning most of the innovation adoption curve. Clio’s success throughout this period is attributable to three core elements of the company’s strategy: (1) Deep, culturally-rooted commitment to customer success, (2) Research-based understanding of the needs of both law firms and their clients, and (3) Industry thought leadership and assistance. These elements generalize beyond Clio and the pandemic and will help guide any organization seeking to become not just a vendor but an essential partner to its customers.