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    Guide to CRM Software for Law Firms

    by SimpleLaw on
    CRM Client Management

    Client expectations are constantly evolving. Legal practices can no longer afford to rely on traditional methods for managing contacts and case information. Well implemented CRM (contact relationship manager or sometimes client relationship manager) systems streamline client tasks and improve productivity by keeping all information in one spot, from first contact through to matter resolution.

    CRM Basics

    A contact relationship manager, or CRM, is a tool that helps attorneys manage data and interaction with both current clients and potential leads. Finding new leads, getting in contact with them, turning those leads into clients, and managing client intake can be a challenge for law firms. Using the CRM module of a comprehensive case management software platform helps law firm stay on the right foot with all contacts, among many other benefits. Components of CRM software include:

      • Connect With and Tracking Leads: Never lose track of another lead or potential matter. Assign each lead to a member of the firm. This makes sure no contacts are lost. Create tasks, appointments, and more, too. The number one complaint of individuals looking for legal help? Law firms that don't ever respond to requests.
      • Manage Client Information: Whether a lead decides to hire the firm or not, tracking all this information is key. If clients have updates to their information - a new phone number, address, etc. - it's all stored in one central location. One source of truth.
      • Track External Contacts: These are contacts that the law firm works with from time to time, like opposing counsel, court contacts, or experts. Everyone in one spot. Even better? The external contacts can be related to matters, too, so the firm knows who they are working with on each matter. 
      • Conflict Check: For leads, prior to becoming clients, conflict check is key. A good CRM makes it simple. No more looking at different files to determine conflict. If no conflict is found, each lead is marked so attorneys know they can continue the conversation.
      • Gathering More Information: Law firms generally require more information about a potential client before engaging them. Intake forms available in the CRM helps law firms gather comprehensive information, specific to the needs of each firm.
      • Customization: Look for flexible software that supports the firm’s approach. Look for software that meets the needs of the firm, not the other way around. Good CRM software gives users flexibility from the start.
      • Accessibility: Easy access helps save time that would otherwise be spent tracking down the information. Using a cloud-based software platform ensures the same information is always available on every screen.
      • Affordability: Some providers have tiered pricing, add-ons that are seemingly endless, and require multiple levels of subscription to get the features the firm needs. Look for providers that offer more for less. The key is to know where to look.
      • User Support: Don't waste time trying to figure out how to use CRM without any help! The provider should offer responsive and robust support systems that can address users' questions or concerns on a timely basis.

    Using the CRM module of a comprehensive legal case management software simplifies managing contact information and helps the firm grow.

    CRM Benefits

    The CRM has a few key benefits that work together to ultimately help the law firm grow.

      • Centralized Information: All contact information is at the law firm's disposal, with everything in one place. Beyond managing contacts in an Outlook or Google function, the CRM module in a comprehensive case management software platform includes intake information, billing options, tasks, notes, appointments, and more.
      • Efficiency: With all information in one place, law firms save time. Managing leads, clients, and related next steps keeps everyone working together to provide exceptional support.
      • Law Firm Growth: Never miss another potential client or matter. See opportunities and leads separately from current clients and legal matters and choose which ones to accept. Can't take on a new client or matter at moment? Use the robust referral system to make sure the lead or opportunity gets sent to an attorney that can.

    CRM Adoption Strategies

    Adopting CRM software is not always straightforward. It requires careful planning,thoughtful integration, and a strategic approach to training and change management. Important implementation steps include:

    • Developing an Implementation Plan: CRM implementation isn’t just about installing software. It requires strategic planning to make sure the system is rolled out successfully and used. A clear implementation plan includes the following steps:
      • Timeline: Establish a realistic timeline fort he adoption process, from selecting the CRM software to full implementation. Be sure to account for time needed for training and testing.
      • Data Migration: One of the most critical steps in CRM adoption is migrating data from old systems to the new CRM. This process can be time-consuming and error-prone, so it’s essential to ensure data accuracy during migration. Ask the CRM software providers if they provide free support to complete the migration.
      • User Training: Proper training is essential to ensure everyone knows how to use the CRM effectively. Ask each CRM provider if they offer both initial training and ongoing support to address any issues that arise.
      • Pilot Testing: Before rolling out the CRM firm-wide, run a pilot test with a small group of users or profiles. This lets the firm identify any potential problems and make necessary adjustments before full implementation.
    • Integrate into Daily Operations: For a CRM system to be truly effective, it must be seamlessly integrated into the firm’s daily operations. Encourage staff to use the CRM for all client interactions and ensure that it becomes the central hub for managing client relationships. This means consistently logging calls, meetings, emails, and other communications into the CRM system. The more data that’s entered the system, the more powerful it becomes in terms of providing actionable insights.
    • Monitor and Optimize Usage: Adopting a CRM is not a one-time event but an ongoing process. After the CRM is implemented, it’s important to monitor its usage and effectiveness. Law firms should track key performance indicators (KPIs), such as the number of client interactions logged, the time saved by automated workflows, and improvements in client satisfaction.

    Conclusion

    Using the CRM module of a comprehensive case management software platform ensures law firms and their clients start their relationship off on the right foot. CRM software helps attorneys:

      • Being able to follow up on more leads, potentially turning more of them into clients.
      • One central source for all contact information.
      • More time to follow up with leads and deal with client's legal matters rather than searching for information.

    Understanding the various types of CRM software and their pros and cons helps law firms better understand their options to meet the needs of their clients. Not every program's the right option for every law firm or type of law. Ultimately, it's about working with the client base to deliver exceptional legal services for a fair price.

    SimpleLaw streamlines client relationship for attorneys with a built in all-in-one case management software program.

    👉 Want to see how SimpleLaw can transform your practice? [Schedule ademotoday.]

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