Our Business Consultants play a vital role in helping law firms get the very best from their legal case management software, as well as establishing and building lasting partnerships. From implementation and onboarding, through to ongoing optimisation, they work in partnership with clients to ensure they maximise the value of their investment.
In this two-part Q&A series we sit down with Kudzai Chimenya, Business Consultant for the South West, to explore the realities of supporting modern law firms and the trends shaping the legal technology landscape.
In Part 1, Kudzai shared insights into her role at Redbrick Solutions, the importance of building and maintaining strong client relationships, and the satisfaction that comes from supporting firms to streamline their processes and achieve their business goals.
For Part 2 we turn our attention to the challenges and opportunities facing law firms today. Kudzai discusses the common inefficiencies she encounters, the Redbrick features clients value most (and the ones they often overlook), how expectations of legal technology are evolving, and her advice for law firms considering a new legal case management system.
1. What common inefficiencies do you see in law firms, and what advice would you give to firms looking to streamline their workflows?
KC: One of the most common inefficiencies I see is firms still relying on paper-based or partially paper-based processes when many of those tasks could be managed digitally. Not only can these slow things down, but it can also make it harder to find information, collaborate effectively, and maintain consistency across the firm.
Another challenge is that many firms haven’t fully mapped out and standardised their workflows. Without clearly defined processes, it’s difficult to take advantage of the automation tools available within modern legal technology platforms. As a result, firms often miss opportunities to reduce manual work and improve efficiency.
My advice would be to take the time to review your processes, identify repetitive tasks, and document how you want work to flow through the business. Once those workflows are clearly defined, technology can do a lot of the heavy lifting and free up valuable time for lawyers and support staff.
2. What’s one feature of Redbrick that clients consistently tell you they couldn’t work without?
KC: Many clients highlight workflow automation as one of the most valuable aspects of the system.
By automating repetitive administrative tasks such as document generation, emails, reminders, case progression and task allocation, firms can significantly reduce manual effort and minimise the risk of human error. This not only saves valuable time but also helps ensure processes are followed consistently across the business.
The result is a more streamlined operation where fee earners and support staff can spend less time on administration and more time focusing on clients and progressing matters. As caseloads grow and expectations increase, workflow automation enables firms to scale efficiently without compromising service quality or compliance.
It’s often one of those features that clients don’t fully appreciate until they start using it, but once it’s embedded into their day-to-day processes, they tell us they simply couldn’t work without it.
3. Is there a feature that clients often overlook but could benefit from utilising in their workflows?
KC: One feature I think firms could get more value from is our Dashboards. Many firms use Redbrick every day to manage their matters but don’t always take full advantage of the reporting tools available to them.
Dashboards can be tailored to show the information that’s most important to a firm, whether that’s quote conversions, upcoming key dates, task assignments, team workloads, or other key business metrics. Having that information in one place makes it much easier to see what’s going on across the firm and spot areas that may need attention.
They’re particularly useful for firms with multiple departments or branches, as each team can have its own dashboard focused on the information most relevant to them. It’s a simple way to keep track of performance, balance workloads, and get a clearer picture of how the business is running.
4. How have client expectations evolved in the legal technology industry over the past few years?
KC: Client expectations have changed significantly. Law firms are no longer looking for a system that simply stores case information and manages workflows, they expect technology to actively support the growth and success of their business.
Today’s firms want solutions that improve efficiency, reduce administrative burden, increase profitability and provide greater visibility into performance through meaningful reporting and insights. They’re looking for software that enables their teams to work smarter, not harder, while maintaining high standards of client service and compliance.
There’s also a much stronger emphasis on user experience. Intuitive interfaces, seamless integrations with other legal technologies, and automation that removes repetitive manual tasks have become essential rather than “nice-to-have” features. As the pace of change accelerates, firms are also keen to embrace innovations such as AI where it can deliver genuine value.
Perhaps most importantly, clients increasingly expect a true partnership from their software provider. They want a team that understands their objectives, offers ongoing guidance and support, and works collaboratively with them to maximise the value of their investment. It’s no longer just about buying software, it’s about choosing a technology partner that can help them adapt, grow and succeed over the long term.
5. Have you observed any significant trends, patterns or challenges emerging through your interactions with clients?
KC: One of the biggest trends I’ve noticed is that firms are constantly looking for ways to work more efficiently without compromising the service they provide to clients. There’s a growing focus on automation, reducing admin, and finding smarter ways to manage workloads.
Clients are also looking for more sophisticated automation, particularly around conditional logic. Rather than having one workflow that fits every scenario, firms want systems that can automatically adapt based on different criteria, helping to reduce manual intervention and create more consistent processes.
We’re also seeing a significant shift in attitudes towards AI. A few years ago, many firms were cautious about adopting AI-powered tools, but today there’s much more interest in how AI can help with tasks such as drafting documents, summarising information, and improving productivity. The challenge is making sure AI is used responsibly. Firms need to think about data security, compliance, accuracy, and maintaining the right level of human oversight. AI can be a powerful tool, but it should support legal professionals rather than replace their expertise and judgement.
We’re also seeing firms move away from having lots of disconnected systems and look for a single platform that can manage more of their day-to-day operations.
6. What advice would you give to firms considering implementing a new legal case management system?
KC: Start by focusing on your business goals rather than the software itself. Understand the challenges you’re trying to solve and what success looks like for your firm.
When evaluating a new case management system, it’s important to consider how user-friendly it is and whether it can be tailored to fit your firm’s processes. Every firm works differently, so having a system that can adapt to the way you work can make a huge difference.
Successful implementations aren’t just about choosing the right technology. They’re also about getting buy-in from users, providing effective training, and having clear processes in place. The firms that get the best results are usually the ones that see implementation as an opportunity to improve the way they work, rather than simply replacing one system with another.
7. What excites you about the future of legal technology and the role it plays in helping law firms succeed?
KC: Having spent six years working in the legal industry before moving into legal technology, I’ve seen first-hand how much time legal professionals can spend on administration and manual processes.
What excites me most is how technology continues to remove those barriers and gives firms more time to focus on their clients and the work that really adds value.
I’m particularly excited by the continued development of automation and AI. We’re already seeing firms become much more open to embracing these technologies to streamline processes, improve productivity, and gain better insights into their businesses.
I also think there’s a growing expectation for technology to act as a central hub for a law firm, bringing together case management, reporting, communication, and other key functions in one place.
For me, the most exciting part is helping firms bridge the gap between technology and practice. Having worked on both sides, I understand the challenges law firms face and the opportunities technology can create, which makes it incredibly rewarding to help clients improve the way they work.
Final Thoughts
As Kudzai’s insights throughout this two-part series have shown, the role of legal technology extends far beyond managing cases. The right solution should help firms streamline processes, empower their people and provide the visibility needed to make informed business decisions. Combined with expert support and a genuine partnership, it can become a catalyst for long-term growth and success.
At Redbrick Solutions, we’re committed to helping law firms make the most of their technology. Whether you’re looking to optimise your existing processes or are considering a new legal case management system, we’re here to help.
Download our brochure or request a personalised software demonstration to discover how Redbrick can support your firms’ future.