Let's start at the beginning. What is a CRM? There are a couple of definitions for the acronym out there but it's all about contacts or clients. A CRM is a Contact (or Client) Relationship Manager. There are many offerings out there with lots of features. As we always say, the key is knowing your law firm and understanding the investment you want to make in terms of time and money.
The first benefit is having all the information in one place. The contact type, status, and of course, the contact information in one central location where you can choose who has access. Company, individual, or third-party professional (like an investigator or server), knowing their type and status is key. Are they a current or past client? Perhaps they are a lead that didn't become a client. You may have other types and statuses that you want to track. Look for a CRM that gives you the option to customize the contact type.
Now that you have all the information in one place, what more can you do with it? Of course, you need to be able to email or call them by easily accessing the data. Look for a CRM, built-in to a case management software platform, that also lets you assign tasks to the contact or anyone in the law firm. Setting appointments? Look for that feature too. Notes? Absolutely. It can be important for the law firm to add a note to a contact in terms of the relationship, the source, or any other information. These are not related to a specific matter but related to the contact.
For a CRM built-in to a case management software platform, look for a separation of tasks, appointments, notes, and more between the contact and the matter. From time to time, your firm may want to connect with the contact to just check in, unrelated to a matter. That task is added to the CRM. But it still shows up on the user's task list. You get the idea. The increase in efficiency with all tasks - whether matter or contact related - in one central location, improves not only the law firm efficiency, but the contact's satisfaction, too.
Now that you have all contacts - including their type and status - in one location, it's simple to complete the conflict check process. We do emphasize that while the ability is there, the law firm must make sure all contacts are added to the software. For example, if you are a new user to SimpleLaw but have previous clients, unless we add those to your SimpleLaw account, obviously, the software can't check. But presuming all contacts are entered, which by the way we are happy to upload for you, the process is simple. There are other benefits, too. Not only is it quick and easy, but you may qualify for a discount on your malpractice insurance if you use a conflict check system.
One feature SimpleLaw offers law firms is an optional client portal (at no additional cost). If you choose to give your client portal access, they can request new matters, which will show in the law firm CRM. Let's say you are an immigration law firm. You are working on an employment-based visa. Then, the client decides to pursue a family-based visa. We make it simple for the client to submit that request right through their portal and voila, it shows up in your CRM. Simple. Much better than sending them back out there to look for a referral or search. Even if it's in a different area of law, clients can submit any request and with SimpleLaw, you can refer it out, right through the portal. But that's next week's blog.
The key benefits of a CRM are simple and don't cost a lot. Look for a CRM that gives you the option to customize information, share the data at an individual level, not a role level, simplify conflict checking, and maximize your client retention. If you are interested in finding out more about SimpleLaw and our awesome CRM, well, reach out. We are offering 3 months free and what we call 'white glove' service. We do all of the data uploads, set up any workflows, document automation, and update your custom settings, too.