Client communication is one of the biggest challenges for law firms, but what if technology could solve it automatically? I spoke with Kenny Eliason, the founder of Quilia, a legal customer communication tool that keeps clients informed and engaged without adding extra work for attorneys. Kenny shares how Quilia improves client satisfaction, reduces bar complaints, and streamlines case management. He also dives into efficiency strategies for law firms, the role of automation in legal services, and his personal journey from working at a law firm to leading a cutting-edge legal tech company.

Key Topics

[00:53] How Kenny’s background in law, tech, and marketing led to the creation of Quilia.

[02:12] The client communication gap that inspired him to build a legal customer engagement tool.

[03:37] How Quilia automates case updates to prevent client frustration and bar complaints.

[05:12] Why traditional client portals fail and how Quilia solves that problem.

[06:47] The power of automation in legal practice and how reminders improve case outcomes.

[08:32] How Net Promoter Scores (NPS) help firms track client satisfaction in real-time.

[09:57] Why firms should actively collect and respond to client feedback throughout a case.

[11:32] The importance of structured intake processes and follow-ups to improve retention.

[12:57] How law firms can implement AI-driven client communication without losing personal touch.

[14:32] Why efficiency should be a priority for law firms looking to scale successfully.

[15:52] The biggest mistakes law firms make when trying to improve internal processes.

[17:22] How leadership plays a critical role in driving change and implementing new technology.

[18:57] Advanced efficiency tips for large firms managing high case volumes.

[20:47] How focusing on client experience increases referrals and case value.

[22:12] The role of automation in eliminating repetitive tasks and saving attorney time.

[23:52] Why large firms struggle to innovate and how they can implement change more effectively.

[25:22] How Quilia works across different areas of law, including personal injury and family law.

[26:57] The challenges of launching and scaling a legal tech startup.

[28:42] Kenny’s favorite productivity hacks and how he maximizes efficiency in his day.

[30:07] Where to find Quilia and how law firms can start using the platform.

Resources Mentioned

Books:

• Execution: The Discipline of Getting Things Done by Larry Bossidy & Ram Charan  - https://a.co/d/cQfWFOO 
• The Ultimate Sales Machine by Chet Holmes - https://a.co/d/bUrcnfL 
• SPIN Selling by Neil Rackham - https://a.co/d/fSOk1Ij 

Apps & Technologies:

1. Quilia – Client engagement and automation for law firms. - https://www.quilia.com/ 
2. Apple Notes – Kenny’s go-to tool for organizing thoughts and tasks.

Podcasts 

• All-In Podcast – Business, technology, and investment discussions. - https://podcasts.apple.com/us/podcast/all-in-with-chamath-jason-sacks-friedberg/id1502871393 
• Bourbon of Proof Podcast – Hosted by Bob Simon, focused on legal and entrepreneurial insights. - https://podcasts.apple.com/us/podcast/bourbon-of-proof/id1704077621 

About Our Guest:

Kenny Eliason, CEO of Quilia, is transforming personal injury case management through streamlined communication and efficiency. Quilia connects attorneys, clients, and medical professionals, reducing administrative burdens and keeping clients informed.

With a focus on empathy, simplicity, and trust, Quilia enhances the client experience while helping attorneys deliver better results. Kenny is passionate about using technology to drive change in the legal industry and welcomes collaboration.

https://www.quilia.com/ 

About Jay Berkowitz:

Jay Berkowitz is a digital marketing strategist with decades of experience in the industry. As the CEO of Ten Golden Rules, he has helped countless law firms and businesses harness the power of the internet to achieve remarkable growth and visibility. Jay is also a renowned keynote speaker and author, sharing his expertise at various industry events and publications worldwide.

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