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Optimizing data structures and data capturing mechanism to support BI solutions, helping optimize marketing spend.
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.
➤ Practice Management
➤ Case Management
➤ Intake Project Management
➤ Document Management
➤ Calendaring
➤ Automating Data Entry Process
➤ Legal Contact Management
Billing
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.
➤ A highly automated call center including call scripting based on Salesforce Service Cloud Console and Five9's Cloud Based Call Center.
➤ Customized case assignment and case qualification scoring mechanisms including compliance regulations in all 50 states in which the client does business.
➤ A case monitoring mechanism that ensures that all cases are being followed up on in an appropriate manner.
➤ Integration with Docusign, Conga, and SendGrid for management & distribution of high volumes of client documents and letters, in line with regulations regarding attorney-cli-ent relationships.
➤ An integrated partner portal which allows affiliated law firms to collaborate on joint cases
➤ Optimized data structures and data capture mechanisms supporting Business Intelligence solutions, helping the client optimize marketing spend across multiple case types, channels, and time periods
Since implementing Salesforce, client has experienced faster, more reliable performance because of the smooth operator scripts and workflows. At the same time, their 24-hour call center has also seen an exponential increase in the uptime along with increased productivity because of the available 3rd party integrations.
