Client voices drive innovation and everyday improvements at SmartAdvocate
This article was produced in partnership with SmartAdvocate.
It’s been said that great things are done by a series of small things brought together, and that just about sums up SmartAdvocate’s approach. While flashy AI features have dominated the major rollouts in the case management software — and for good reason — it’s the behind-the-scenes tweaks that converge to enhance daily workflows, increase productivity, and overall make for happier customers.
“From the beginning, the idea wasn't to take over the market; it was to build a good system for lawyers that helps them be more efficient,” explains Igor Selizhuk, chief technology officer. “That's how SmartAdvocate started, and that's still our motto.”
Recent updates: The highlight reel
SmartAdvocate’s latest release is packed with a wide array of updates. Among the most significant changes is expanded support for transactional law firms. While the platform has long specialized in personal injury and mass torts on the plaintiff side, the new version introduces robust features for time tracking, invoicing, and billing — capabilities essential for areas where firms bill clients directly rather than working on contingency.
AI advancements are another major highlight. The platform now allows users to analyze, summarize, and perform analytics on multiple documents at once, rather than handling them individually.
SmartAdvocate also introduced an AI-powered chat feature that enables users to interact conversationally with their case data. Instead of manually searching through timelines or negotiation screens, users can simply ask the AI questions in natural language and receive instant, context-aware answers.
Document management has also been enhanced with automatic classification. When a document is uploaded, AI now analyzes and fills out key fields and generates a short description. This automation streamlines the process, saving users valuable time and reducing manual data entry, while still allowing for human review and adjustment.
Because of multiple requests for AI’s help in creating medical chronologies, a common and significant task for SmartAdvocate’s typical clients, a dedicated AI subsystem is under design. It will be able to understand and construct medical chronologies from multiple documents, with the ability to store this structured information directly in the platform’s database.
Currently, users can already ask the AI to summarize several documents and create a basic chronology, but the upcoming subsystem will be more sophisticated and fully integrated.
Another enhancement is the AI intake assistant, a real-time tool that supports intake agents during client calls. It can analyze ongoing conversations, highlight missed questions, assess the potential strength of a case, and provide instant feedback — helping agents ensure that no important detail is overlooked.
In addition, SmartAdvocate is developing an AI intake bot that can handle the entire intake process autonomously when a firm’s office is closed. The bot will engage potential clients through natural conversation, collect preliminary information, and seamlessly transfer it into the system for follow-up.
Also in the works is a new accounting module, slated for release by year-end, which will serve as an integrated alternative to standalone accounting systems “We’re always asking ourselves, what can we do better?” Selizhuk explains. “We’re very client feedback driven — and generally driven by a desire to build a better system.”
The Holiday Wish List
SmartAdvocate solicits feedback from its users year-round and every year around early December, the team reaches out about the Holiday Wish List. It’s not people asking for cookies and milk, Selizhuk jokes, but sending in ideas for change varying from minor improvements to more significant developments.
The team does their best to implement what they can, with priority going to popular suggestions where multiple users are asking for a similar thing, as well as easy to implement items such as providing personalized options.
“It’s a triage,” Selizhuk explains, adding sometimes the team feels something’s not an important feature but if many are asking for it, it’s a good indicator it’s important for those front-line users.
“Clients who are using our product day-to-day can easily come up with things that are slightly inconvenient or could be a little bit better. They add up and result in happier clients if we implement them.”
For example, one request was to make the toolbar customizable, allowing users to hide or show specific buttons or choose between icons and text. This flexibility means each user can tailor the toolbar to their preferred way of working, making frequently used actions more accessible and reducing clutter.
Another common request is to improve navigation within the platform. The left-side menu in SmartAdvocate, which can contain 20 or 30 items, was made searchable based on user feedback. Instead of scrolling through a long list, users can now use a keyboard shortcut to quickly find and select the section they need. While these changes may seem minor, they save users valuable seconds throughout the day, which adds up to significant time savings and greater efficiency over time.
Other small enhancements include the addition of a date calculator directly within the system, eliminating the need to switch tabs or use external tools to calculate deadlines set by a judge, for example. These incremental improvements, though individually modest, collectively contribute to a smoother, more productive user experience.
“It might be a small thing — but it’s a small thing people do quite often,” says Selizhuk. “Even if they’re minor, it smooths things out in many places. At the end of the day, it makes our clients more productive and happier.”
Constant education, engagement, and evolution
SmartAdvocate’s responsiveness to these smaller requests demonstrates a dedication to continuous improvement and a deep understanding of the daily realities faced by legal professionals. The company is also committed to education and engagement, a direct extension of that core philosophy.
The annual SmartAdvocate Connect User Conference, monthly webinars, weekly tips, and daily office hours are not just about disseminating information — they’re vital feedback loops that keep the company closely attuned to users’ evolving needs. By creating multiple avenues for clients to interact, ask questions, and share their experiences, SmartAdvocate ensures it is always receptive to new ideas and challenges faced by law firms in real time.
Ultimately, SmartAdvocate’s proactive approach underscores its belief that the best legal technology is built in partnership with its users. Listening to clients is not a one-time event, but a foundational principle that drives every aspect of its development and service.
The team behind the legal case management software takes pride in fostering a robust feedback loop. They strive to make it easy for customers to make suggestions and they don’t need to jump through hoops to do it. That simplicity is intentional, notes Selizhuk.
“It’s not complicated: there’s a smiley face button on the user interface, they type in what they want to see, and press submit. We’ll get the email.”
