Feb 17, 2023
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Completed
Salesforce for Legal Services
$100,000+
4-6 months
United States
2-5
Service categories
Service Lines
Software Development
Domain focus
Legal
Subcategories
Software Development
Enterprise Software
Challenge
The client serves injured parties through a large network of qualified affiliate law firms. Through marketing efforts, they attracted a substantial amount of potential clients through web and phone-based inquiries (handled through their call center). Therefore, the client required a CRM system that not only allows measurement of the return on their marketing investments, but also efficiently qualifies, sorts, and assigns large numbers of inbound leads to team members using a comprehensive qualification process which included call scripting, follow ups, lead scoring, document fulfillment, and automated case assignment. Moreover, the system also had to support communication between the law firm and its many affiliates to ensure optimal customer experience.
The client serves injured parties through a large network of qualified affiliate law firms. Through marketing efforts, they attracted a substantial amount of potential clients through web and phone-based inquiries (handled through their call center). Therefore, the client required a CRM system that not only allows measurement of the return on their marketing investments, but also efficiently qualifies, sorts, and assigns large numbers of inbound leads to team members using a comprehensive qualification process which included call scripting, follow ups, lead scoring, document fulfillment, and automated case assignment. Moreover, the system also had to support communication between the law firm and its many affiliates to ensure optimal customer experience.
Solution
We used an iterative, prototype centric requirements and design process to implement a mature CRM system from scratch which leveraged out-of-the-box Salesforce capabilities and Salesforce App Exchange partner technology, along with creatively applied custom code to tie all of the parts together.
We used an iterative, prototype centric requirements and design process to implement a mature CRM system from scratch which leveraged out-of-the-box Salesforce capabilities and Salesforce App Exchange partner technology, along with creatively applied custom code to tie all of the parts together.
Results
Salesforce implementation led to a highly automated call center, customized case management, compliance with state regulations, 3rd party integrations for document management and letter distribution, a partner portal for law firms, optimized data structures for business intelligence. This resulted in increased uptime, productivity, and faster, reliable performance.
Salesforce implementation led to a highly automated call center, customized case management, compliance with state regulations, 3rd party integrations for document management and letter distribution, a partner portal for law firms, optimized data structures for business intelligence. This resulted in increased uptime, productivity, and faster, reliable performance.
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