Troutman Pepper’s innovations in 2019 included two initiatives. First, the firm provided technology solutions for its client, goPuff, a “digital convenience store,” that offers thousands of products that can be ordered on-demand via its mobile app. The firm deployed a suite of technology solutions, all tailored to goPuff, to provide exceptional client service that is fast, efficient and cost-effective. Using AI-powered tools like HotDocs and BlackBoiler, Troutman Pepper was able to handle a higher volume of leases, in less time. Pepper has also used HighQ to build a customized client portal for goPuff that tracks this lease activity, as well as data important to a growing company, like budget versus actual fees.

Second, the firm rolled out an extensive electronic client feedback survey for the second time as part of the firm’s client feedback program. The firm’s goal was to improve the way it shared feedback with attorneys, better track follow-ups and outcomes, and generally promote accountability and transparency. Using technology to weave client development and feedback into attorney plans allowed for quicker responses to clients and more robust follow-up activities.