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xRM4Legal for fhe Contact Center


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A Client Interaction Management Solution for Law Firms - Integrated Web Forms, Workflow, Call Scripts, KnowledgeBase & More

A Client Interaction Management Solution for Law Firms - Integrated Web Forms, Workflow, Call Scripts, KnowledgeBase & More

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  • 1. A Client Interaction ManagementSolution for Law FirmsDavid BlumentalsDirector, CRM/xRM
  • 2. Contents1. The “Power of Productivity”2. Our Marketing and Business Development Conversation3. Our Lead Contact Center and Reporting Conversation4. Our “Extended CRM” Conversation5. Summary
  • 3. xRM4Legal EnablesNew Conversations with ClientsUncover Simplify datarelationships and capture via Web,opportunities email or phoneFocus on Streamlinemarketing and lead and contactbus. development managementAchieve new Attain real-timeclients and performancesources of and reportingrevenue
  • 4. Business Development Capabilities Differentiators  From “Prospective New Client to Cash”  Native Outlook User Interface  Robust workflow and call scripting  Phone inquiry and Web productivity  Insightful analytics
  • 5. Next Generation Outlook: The Right Data at ourFingertips Provides optimal visibility into client records Reduces training required Improves teamworkIncreases user adoption
  • 6. Show in Favorites: Minimize Clicks Reduce mouse clicks and windows – a time saver for all users Can pin frequently accessed records (Leads, Clients, Contacts, Potential New Matters, Inceptions etc.)
  • 7. Real-Time Filtering: System-wide andPersonal Views Allows staff to instantly zero-in on needed data Excel-like sort and filter on each column For example, you can use filters to display only records that fall into particular law type or campaign source categories
  • 8. Excel Export/Import: Improved Data Access andReporting True bi-directional sync with ExcelChanges made in Excel areautomatically incorporated
  • 9. Team Sharing: Better CollaborationControl ownership andsharing of records For example, you could have a “Large Client/Matter” team made of Partner, Associate, Paralegal etc.Team security roles and roll-upreporting are provided
  • 10. Intelligent Docs: Streamlined Assembly Quickly create marketing newsletters, event invitations, instruction letters, Terms and Conditions of Business etc. Embed document management capabilities of SharePoint Select records, highlight merge fields, preview and print
  • 11. Lead Contact Center & Reporting Capabilities Differentiators:  Integrated web form and scripted data capture  365 client view  Integrated People and Company information  Activity and audit management  Customizable reporting and analytics  Built-in KnowledgeBase
  • 12. Integrated Web Form Mapping & Data Capture xRM4Legal provides for quick and painless integration mapping of your website forms to your CRM system When a form on your web site is integrated to CRM, each time a visitor enters their data into the form and submits it the email address is checked against all other email addresses on CRM Lead and Contact records and a record is created. The record will contain all the values the visitor entered and will be attached to an existing Lead or Contact record if a matching email is found in CRM. If no matching email is found in CRM a new Lead or Contact record will be created and the record will be attached to the new Lead/Contact record
  • 13. Structured Workflow: Automated Dialogs, RecordCreation, Reminders, Reports Enforce actions/tasks based on pre-defined business rules and contact follow up procedures Create many steps – for example to create records, send email/s, generate tasks, send acknowledgements etc.
  • 14. Automated Call Scripts Using Dialogs Once a Dialog is run it can be used to automatically create aCRM “dialogs” lead/PNC recordsupport bothinbound callscripting fromphone callrecords as wellas outboundfrom call lists
  • 15. 365 Client View Summary and other Details auto created from Web forms and Dialogs Access “live” Company Overview, People and Competitor Information
  • 16. Complete Activity/History Tracking Immediately add new activities, subject lines, priorities…Record and track any activity – Completely integrated with Outlookemail, phone call, task, letter etc. email, calendar and tasks
  • 17. Built-in Audit History A native audit trail functionality makes it easy to track evolution of CRM data. It shows the Changed Date and Time, Changed By, which field changed, the Old Value and the New Value. Supports a variety of audit compliance legislation: Sarbanes-Oxley, EU 8th Directive, J-SOX and Bill 198C
  • 18. Customizable Reporting & AnalyticsLeft hand navigationpane for users thatwant to jump tospecific records Easily and quickly search by Brief Description, Status, Type, Attorney etc. Can easily scroll down for required information
  • 19. Charts and Dashboards Real-time dashboards deliver advanced business intelligence functionality that is simple to use and easy to change. Users can quickly configure multiple dashboards to monitor performance. The dashboards can be set up for individual or shared use and can include inline charts with drill-down intelligence to visually navigate data, identify trends and uncover new insights
  • 20. Built-in Knowledge Base The Articles library is a storehouse of information you can share with staff, clients and prospective clients. Once drafted, Articles can be approved and published
  • 21. The Evolution from CRM To Extended CRMExtended CRM leverages the Client Relationship Asset Management Managementflexible xRM Framework thatallows firms to easilyconfigure and extend the Matter Management Property Managementcapabilities of xRM4Legal tomatter, trademark, resource,project management etc. Stakeholder Trademark Relationship Management ManagementExtended CRM is additive to Employee Relationship Opportunity Management Managementcore CRM and allows firms totrack and maximize the value Contractor Relationshipof other relationships and Management Pitch Managementassets and in turn extend thepower of CRM. Supplier Relationship Event Management Management
  • 22. Extended CRM Capabilities Differentiators:  Robust workflow engine  Multi-channel communications  Powerful BI capabilities  Point-and-click configuration  Templates  eService options
  • 23. Effortless Configuration Implement business rules for mandatory fields and formattingAdd new field attributes, Drag and drop totabs, sections move fields, sections and tabs
  • 24. In summary, xRM4Legal for theContact Center:1. Familiar, intelligent and integrated experience2. Wealth of legal-centric call center features3. Strong law firm value for integrated Marketing, Business Development, Call Center, Practice & Document Management Email Visit: