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Klafter & Burke
Klafter & Burke specializes in Illinois real estate tax
assessment law. The Chicago-based firm has been involved
in a number of high profile legal cases which have shaped
real estate law in Illinois. Their client list reads like a who’s
who of Chicago real estate owners — celebrities, professional
athletes, and fortune 500 companies.
Prior to AppealTrack, Klafter & Burke used a legacy system to track
their clients’ property tax cases. Despite an impressive track record of
results, the staff was frustrated by the manual processes required to
complete filings, compile reports, and send invoices. In addition to being
slow and tedious, the system created opportunities for errors, which
caused constant concerns that someone might make a mistake or miss
a deadline.
The attorneys in the firm were also frustrated. Kelly Keeling, the firm’s
managing partner, and her colleagues didn’t like putting a client on hold
or asking to call them back later to buy time while they physically hunted
down the client’s file. They wanted an efficient workflow that provided
effective reporting.
The firm evaluated several possible solutions, including an update
to their current system. They also inquired about constructing a new
database from scratch and even tested a form generation tool. At one
point a paralegal posted to an online network of legal professionals to
inquire about what tools others were using. Someone responded with a
new suggestion: AppealTrack.
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“The Solution Already Exists”
It’s not easy to scrap an existing system that you’ve already invested
money and time into, but that’s exactly what Klafter & Burke did. “In
our initial meeting with AppealTrack it was almost surreal. Here was
a system that could do things we have needed for so long, like having
all our client information and property information in one place rather
than in a physical file,” said Kelly Keeling.
But one of Kelly’s concerns was that AppealTrack wasn’t from her
market. Cook County is unique when it comes to property taxes.
Would the system be compatible with her firm’s needs? She recalls,
“AppealTrack wanted to work with us and take our suggestions. They
were honest and upfront about their understanding of Cook County.
That was the key.”
Moving to a new system was not as simple as flipping a switch. But
Kelly was confident that cloud-based software would pay off in the end.
“Together we worked to identify solutions and tailor them to our specific
needs... It was worth it.”
“AppealTrack is putting an end to missed deadlines, disorganization,
and the inability to answer a customer’s question when they call.”
DOUG COLLINS
AppealTrack
Image: AppealTrack’s dashboard feature lets attorneys like Kelly Keeling monitor important appeal
cases with controls that filter by property jurisdiction.
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Work in the Cloud Produces
No-Fluff Results
AppealTrack has become an essential component of Klafter Burke’s
work (the staff spends approximately 70% of their day within the
software). Since switching to AppealTrack, the firm has experienced
client and property growth without adding more staff. Kelly says, “It
has increased productivity because there’s no grabbing files. [Before
AppealTrack] a review of a township would mean that my office would
be filled with files — literally two full carts and piles covering my desk
and chair.”
And they’re not just maintaining the status quo. Appeals are now
completed well in advance of deadlines. The firm recently experienced
its heaviest annual workload with minimal staff. Kelly notes, “This was
one of our busier years. Plus, we had someone out on maternity leave
and no clerks. Yet we still filed smoothly and on time. In fact, I was able
to fit in a vacation!”
For attorneys, AppealTrack has enabled quicker responses to client
questions. Kelly particularly loves the Property Detail Report, which
provides historical information and tax savings for each individual
property complete with colorful charts and graphs. “This report has
been a lifesaver for me because I’m always being asked for estimates...
Clientsneedprojectionsforthenextfiveyears.Orwanttoknowwhatthe
bill is going to be in a year. Having all that information in AppealTrack
allows me to present a report to the client and say ‘here’s what we’ve
done for you’.”
Klafter Burke has also experienced its fastest billing turnaround ever,
which hasn’t gone unnoticed by appreciative clients who anxiously await
results.Recentlyseveralinvoicesweremailed,whichgeneratedcallsfrom
a few clients with questions. “Pre-AppealTrack, when a client would call
with a question in regards to billing I would have to literally go pull the
file from the back, look through it, do some Excel sheet calculations, and
then call the client back,” says Kelly. “Now it’s instantaneous. I can have
an intelligent discussion because I have everything I need right here.”
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Software That Reduces Stress Instead
of Creating It
Automating previously manual tasks has significantly reduced staff
stress levels. AppealTrack notifies the staff of hearings and deadlines, so
they no longer have to rely on the handwritten system they were using.
And reports are created in a few clicks. “Before [AppealTrack] I would
offer projections to my larger clients who requested them,” says Kelly,
“but now I’ll send them out to my smaller clients who aren’t requesting
just as an FYI because it takes me two minutes versus a half-hour.”
Another significant outcome for Klafter Burke has been a decrease
in risk due to transparent documentation. For example, contact
information for clients and jurisdictions are stored inside the system.
So when a paralegal needs to retrieve documentation from a client who
hasn’t sent it in yet, the client’s phone number, fax, email, and notes are
readily available. That makes it easier for the paralegal to contact the
client. And the information they receive from the client is right there in
AppealTrack.
“The AppealTrack team has been incredibly
helpful. They are always responsive and
open to suggestions. Their software has
replaced stacks of files and stress-filled
deadlines with an organized digital docket
and streamlined workload.”
KELLY KEELING
Klafter Burke
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Does This Resonate With You?
If so, then start the conversation by emailing josh@appealtrack.com.
Trackingtasksanddocumentationhelpsattorneysseeataglancewhatis
going on with a client and where a file is stalled-out. Kelly states, “As an
attorney we’re constantly talking to clients over the phone and sending
them emails. Now we can attach our communications to AppealTrack
so the paralegals are aware of what’s going on and vice versa. It’s a new
level of professionalism.”
In addition to increased productivity, one unexpected bonus for Klafter
Burke’s switch to AppealTrack: job satisfaction. Kelly explains, “We
are a flex schedule office, which means everybody on my staff works
from home one day a week. That’s huge! They are doing a great amount
of work, which they can do from home because of AppealTrack...Nine of
us are moms. And four of the nine have had kids in the last three years.
We have the ability to work from 10 to 4, then spend time with kids, and
then work from 8 to 10 after the kids go to bed. They aren’t away from
their kids 10 hours a day.”
What About You?
Klafter Burke was able to handle the increase in clients efficiently
because of AppealTrack. Their move to cloud-based software has had a
real impact on relationships with clients, co-workers, and even families.
Attorneys have more control while the staff is more empowered to do
their jobs.
This all came about because someone had the courage to say, “Things
aren’t as good as they could be” and they were willing to do what it takes
to make an impactful change.
