Laurence Winters, Chief Community Officer, Shares Insights on the Evolution and Success of SurePoint’s User Community

1. Tell us about your role as Chief Community Officer and your history with SurePoint?

I joined the company in 2013 as a project manager focusing on implementation projects. In 2015, I was promoted to Director of Client Onboarding & Enhancement. My team ensured that our clients’ onboarding experience was smooth and efficient. In 2019, I was asked to lead a new function at SurePoint as Vice President of Relationship Management & Community, focusing on nurturing client relationships and working closely with them to maximize the value of our solutions. In my current role as Chief Community Officer, I focus on client retention and satisfaction. I oversee 30 regional user groups, SurePoint’s user conference, and the client advisory board. These initiatives provide clients with valuable networking opportunities and insights. I am fortunate to work with a great team and amazing clients who inspire me every day. I look forward to continuing this exciting journey and further contributing to the success of SurePoint and our incredible SurePoint Community. 

2. How do you envision the growth and development of SurePoint’s user groups and community in the coming years? What are your goals for expanding and fostering greater collaboration and knowledge sharing among members?  

The growth and development of our user groups and community stand as pillars of our commitment to empowering our clients and fostering an environment of continuous learning and collaboration. Looking ahead, I see immense potential for expanding and enriching our community. Some areas we’ll be focusing on include:  

• Expanding the user groups. We aim to increase the number of users involved and provide more opportunities for engagement, learning, and networking.  
• Enhancing collaboration among our community members. We plan to continue investing in our community forum and digital spaces where members can seamlessly connect, share insights, and engage in meaningful discussions. We want to create a dynamic environment to facilitate and encourage knowledge sharing while creating educational opportunities. We plan to host more workshops, webinars, and specialized training sessions covering industry trends, product updates, and best practices.  
• Fostering innovation within the community. We encourage our members to share their success stories, challenges, and innovative solutions with us and other users. Through interactive sessions and forums, we hope to spark creativity and inspire collaborative problem-solving among our members. 

3. What are some examples of successful community-driven initiatives or projects that have directly influenced SurePoint, and how do these collaborations shape the future of the company?  

A few examples of successful community-driven initiatives:  

• SurePoint Regional User Groups: Our regional user groups have been a cornerstone of our community-driven initiatives. These groups bring together clients from various locations to share experiences, insights, and challenges. Through these gatherings, we have witnessed the power of collective wisdom. Client feedback and ideas gathered during these sessions have directly informed product enhancements, allowing us to tailor our solutions to the evolving needs of our users. 
• Client Advisory Board: Our Client Advisory Board is a prime example of a community-driven initiative that has had a profound impact. This board, comprised of representatives from our client base, serves as a sounding board for our ideas and innovations. Their feedback has led to the development of new features and functionalities that directly address real-world challenges our clients face. 
• User Conference: The annual user conference is a testament to our commitment to knowledge sharing and networking. Here, clients connect, learn, and collaborate. It’s not only a platform for showcasing our latest offerings but also for gathering valuable feedback from our clients.  

These community-driven initiatives have had a profound influence on SurePoint’s evolution and will continue to shape our future in several key ways: 

• Client-centric Innovation: Our community initiatives ensure that we remain closely connected to our clients, and their needs remain at the forefront of our innovation process. By actively engaging with our clients and leveraging their feedback, we ensure that our products and services address their challenges. 
• Collaboration and Networking: The collaborative nature of our community initiatives encourages networking and fosters a culture of sharing, which is not only beneficial to our clients but also creates a sense of belonging. This spirit of collaboration extends to our team, sparking creativity and driving innovation within SurePoint. 
• Continuous Improvement: Our community-driven projects keep us on a continuous improvement journey. Regularly engaging with our clients allows us to stay agile and adaptive, ready to pivot our strategies and offerings in response to changing circumstances and market demands. 

The insights, feedback, and collaboration that stem from these initiatives shape the course of our company, ensuring that we remain agile, client-centric, and committed to driving excellence in the industries we serve.  

4. With the rapid digital transformation of the legal industry, what is SurePoint doing to remain responsive to the evolving needs of the community?  

At SurePoint, we are acutely aware of the shifting dynamics within the industry and are committed to meeting the evolving needs of our community. 

• Ongoing Product Development: One of the ways we remain responsive to the digital transformation of the legal industry is through continuous product development. Our agile product teams work closely with industry experts and clients to identify emerging trends and evolving needs. This collaborative approach allows us to develop and refine solutions that address our community’s challenges in this fast-changing landscape. 
• Client-Centric Innovation: Our approach to innovation is deeply client-centric. We actively seek feedback from our clients through various channels, including regional user groups, the Client Advisory Board, and direct consultations. This ensures that our products and services align with our community’s real-world needs and expectations. 
• Data Security and Compliance: We understand the importance of protecting sensitive information. Our commitment to data security and compliance is unwavering, and we continuously update our solutions to meet the latest regulatory requirements and security standards. 
• Artificial Intelligence (AI) and Automation: The legal industry is increasingly seeing AI and automation improve efficiency and decision-making. SurePoint is committed to finding AI-driven solutions that streamline data analysis and enhance workflows. 
• Education and Training: We provide comprehensive education and training resources. Through webinars, workshops, and our annual user conference, we equip our clients with the knowledge and skills needed to leverage our solutions effectively. 

5. How do you ensure that the SurePoint Community remains a valuable resource? What steps are taken to maintain a healthy and engaged community?  

SurePoint’s community is a vibrant ecosystem of knowledge, collaboration, and support. Maintaining a valuable, healthy, and engaged community is a cornerstone of our commitment to our clients. Here are some ways we ensure the SurePoint Community remains a valuable resource: 

• Active Leadership and Participation: Our dedicated team continually interacts with community members, listens to their concerns, and takes the lead in initiating discussions and events. Our leaders set the tone by participating in conversations, sharing insights, and demonstrating our commitment to the community’s well-being. 
• Diverse Engagement Opportunities: We provide various opportunities for involvement, including regional user groups, webinars, forums, a Client Advisory Board, and our annual user conference. This diversity ensures that all clients can actively participate and find value in the community. 
• Feedback-Driven Improvements: We actively seek input from our community through surveys, one-on-one conversations, and formal feedback channels. This feedback drives improvements in our products, services, and community initiatives. Knowledge Sharing and Best Practices: We encourage members to share best practices, success stories, and innovative solutions. Through this sharing, community members gain valuable insights and strategies to excel in their work.  
• Empowering Community Leaders: We actively support and empower community leaders to take initiative and drive discussions. These leaders are vital in keeping the community engaged and ensuring it remains a valuable resource for all members. 
• Collaboration with the Client Advisory Board: Our Client Advisory Board serves as a bridge between our clients and our organization. We collaborate closely with this board to ensure that our community initiatives align with our clients’ needs and expectations. Commitment to Inclusivity and Diversity: We are committed to fostering an inclusive and diverse community that welcomes professionals from all backgrounds and experiences. This commitment ensures that the community remains representative of the legal industry’s richness and variety of perspectives. 

By continually adapting and responding to our community’s needs, we ensure it remains a valuable resource for all members. We are dedicated to cultivating a community that not only thrives today but also evolves and flourishes alongside the ever-changing landscape of the legal industry. 

6. What trends or innovations do you believe will have the most significant impact on the future of legal technology?  

The legal industry is experiencing a profound transformation driven by technological advancements and evolving client expectations. In this ever-changing landscape, it’s crucial to stay ahead of the curve and identify the trends and innovations that will shape the future of legal technology.  

Some key trends and innovations that I believe will significantly impact the industry include AI, machine learning, and legal process automation. In addition, e-discovery and data analytics, cloud-based solutions, cybersecurity and data privacy, blockchain and smart contracts, regulatory technology, and integration and interoperability will continue to evolve and play a pivotal role in the future of legal technology.  

As the legal industry adapts to these trends and innovations, it will become more efficient, client-centric, and responsive to the community’s evolving needs.  

7. What are some lessons you’ve learned from the SurePoint Community?  

One of the most significant lessons I’ve learned from the SurePoint Community is the power of collaboration. When legal professionals from diverse backgrounds, roles, and organizations come together to collaborate, incredible things happen. By embracing the rich tapestry of legal professionals with varying experiences, expertise, and perspectives, we can continue to foster creativity and innovation, and tackle complex challenges more effectively. 

The SurePoint Community has also reinforced the importance of listening. Listening to our clients, their challenges and their feedback is the cornerstone of our client-centric innovation.  

Additionally, our community is an invaluable resource for knowledge sharing, ensuring that we all stay updated and ready to embrace change.  

The lessons I’ve learned from our community members are a testament to the vitality and resilience of the legal industry. I look forward to continuing this journey of collaboration, adaptation, and client-centric innovation with our amazing community as we navigate the evolving landscape of the legal field together. 

About SurePoint Technologies

SurePoint® Technologies is the leading provider of award-winning software that improves workflow and maximizes financial performance and profitability for law firms. SurePoint’s solutions integrate client management, practice management, and financial management for powerful relationship-building and knowledge-sharing capability. With a community of more than 100,000 members, SurePoint continues to transform the legal industry by enabling law firms to unlock higher performance, freeing lawyers of administrative burdens so they can spend more time focusing on their clients and their practices.

Learn more at https://surepoint.com.