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Integris Report Reveals Tech Gaps in Law Firms

A recent report from Integris, a prominent global provider of AI and IT services, highlights an alarming disconnect between how law firms utilize technology and what clients actually expect. This finding raises critical concerns regarding legal services, as inadequate planning, cybersecurity, and AI governance threaten client relationships across the board.

The 2026 Integris Law Firm Trust in Technology report surveys responses from 416 law firm leaders and 600 clients, uncovering stark revelations. While many firms acknowledge the significance of technology, only a small number successfully prioritize intentional planning and investment. Meanwhile, clients have evolved in their evaluations, focusing on tangible outcomes rather than merely appreciating efforts to leverage technology.

Among the key takeaways from the report, one notable statistic indicates that 33% of law firm decision-makers cite IT budget and roadmap issues as their paramount challenge. Significantly, 63% reported experiencing a notable security breach through email in the last year, emphasizing the risks associated with inadequate planning and fragmented IT systems. Furthermore, a staggering 83% of clients revealed that a law firm's technological capabilities directly impacted their confidence in the services provided.

Client expectations are changing, as demonstrated by the finding that 35% of clients have switched firms or seriously considered doing so due to operational or technological shortcomings. This trend showcases the increasing importance that clients place on the reliability of the technologies their attorneys utilize.

High costs associated with IT, which were cited by 23% of decision-makers, coupled with the alarming frequency of security breaches, have come under scrutiny as fundamental issues hindering law practices. Kyle Wewe, Chief Revenue Officer at Integris says, “It’s remarkable that law firms recognize technology as crucial, yet continue to fail in planning and budgeting effectively. Clients are clear about their desires; they expect security, efficient service, and transparency regarding AI use. Those law firms that can correctly prioritize technology will retain clients, unlike those that falter even if their legal expertise is commendable.”

Current clients have started to prioritize the performance of technology over its novelty. Elements like secure access portals and robust cybersecurity measures dominate their concerns, overshadowing newer innovations such as AI-enhanced research tools or predictive analytic software. Notably, clients express a desire for transparency, demanding that law firms disclose any AI systems utilized in their legal work. This trend underscores the swiftly evolving landscape of client expectations.

Retention rates are already feeling the pressure from operational failures linked to technology mismanagement. More than a third of clients reported considering a switch due to issues such as billing errors, lack of communication, delayed responses, and cybersecurity concerns. It’s clear that firms must treat technology not just as an IT concern but as an integral client service issue.

Looking forward, firms aiming for longevity in the competitive legal landscape will need to adapt promptly. Integris' findings underscore an essential truth: prioritizing technological sophistication is no longer optional. It has become a necessity for cultivating trust and ensuring successful client relationships. To explore detailed insights, interested parties can visit Integris 2026 report, where the full report is available for download.

About Integris

Integris stands as a leader in managing AI and IT services, focusing on small to mid-sized businesses. The company assists organizations in securely adopting and scaling modern technologies that enhance digital maturity. Integris moves beyond conventional IT management by providing strategic roadmaps aimed at optimizing operations, reinforcing security, and facilitating effective AI adoption to establish measurable business improvement. Regularly featured in the Inc. 5000 list, Integris operates with the support of the Ontario Municipal Employees Retirement System (OMERS) private equity division. To learn more, visit Integris website.