The document discusses the evolving legal services industry, highlighting the decline in administrative staff headcount and the trend of outsourcing back-office functions among top-tier law firms. It emphasizes the importance of client retention and offers Microsoft Dynamics CRM as a solution to improve operational efficiency, client relationships, and compliance through advanced analytics and mobile access. The document outlines various features and benefits of the CRM platform, aimed at enhancing client service and fostering loyalty while automating key processes.

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3. The Legal Services Industry

4. “The headcount of
secretarial, administrative
and shared service staff
is falling at top- and mid-
tier firms alike.”
“Outsourcing back-office
functions is well
established among top-
tier law firms with 44% of
the largest law firms
doing this over the last
12 months. .”
“The biggest
component of a law
firm’s cost base tends
to be its staff, giving
rise to a high fixed
cost base.”

5. Achieve sustained
growth
in a competitive, evolving industry
Maintain the
trust
of today’s demanding clients
Meet growing demands for
compliance
Implement technology tools
that drive greater operational
efficiency
Capitalize on explosive growth of
social
networks and channels
Economically address demands for
greater
mobility

6. 33%
of clients have dropped at
least one law firm in the past
year
35%
of law firms have seen an
erosion of market share
35%
is the risk of attrition when
a law firm serves a client in
just one area of law*
5%
increase in client retention
can increase profits between
25 to 125 percent
* When five or more law firm partners are involved with a client,
fewer than 10 percent leave the firm.

7. Improve
margins and
achieve growth
Rapidly evolve
services and
practice areas
Personalize
the client
experience
Streamline
firm
processes Compliance
360-View
Client
Profile
Become a more client-centric firm

8. Addressing the Challenges with
Microsoft Dynamics CRM

9. Give partners and staff a 360-degree
client view so they can act as a true
“trusted advisor”.
Identify new opportunities (potential
new matters) with robust segmentation,
analytics and BI capabilities right within
CRM.
Increase wallet share via more targeted
and relevant client planning, cross and
up-sell offers.
Capitalize on “moments-in-time” with a
CRM solution that can be used in the
office, on the road, in the court room or
anywhere client interactions occur.

10. Make it easy to adopt CRM and seamlessly
track all client communications in a native
Microsoft Outlook user interface.
Improve staff productivity by harnessing
the powerful capabilities of Microsoft Excel,
Word, SharePoint and NetDocuments right
within CRM.
Reduce operational costs by automating
processes such as new business intakes,
pitches and new client/matter inceptions.
Create role-based dashboards that help
everyone do their job better, from
managing partner to finance, fee earners,
and marketing/BD.

11. Drive interactions that are personalized
and relevant, winning and maintaining
client loyalty and trust.
Prevent unwanted communications and
spam by using powerful privacy
preference tracking and integration with
leading email, SMS and web form
marketing eg. MailChimp,
ClickDimensions, ExactTarget.
Arm your partners and staff with
complete client and case information that
help them resolve client issues quickly.
Measure, track, and visualize key metrics
such as client satisfaction, retention, and
profitability.

12. Share best-practices and tips, and foster
greater CRM adoption with built-in social
and business network integration.
Enable more effective cross-practice
group collaboration and legal project
management with embedded, powerful
Skype for Business capabilities.
Know your clients better and respond
effectively using powerful social listening
and analytics.
Enable your practice managers to
connect anytime, anywhere with your
clients via seamless computer-telephony
integration.

13. Take advantage of the robust Process-
Centric UI to easily define, automate
and track key processes and tasks.
Stay on top of any changes to client
information with the powerful Audit
Log feature.
Streamline the documentation process
with embedded document
automation capabilities.
Jumpstart and streamline your
compliance efforts with law firm
specific templates and process flows.

14. Provide instant access to client and case
information on mobile devices so you can
stay connected with your clients anywhere,
anytime.
Give your staff the power of choice by
providing them with a CRM solution
optimized for multiple mobile devices.
Jumpstart your mobile CRM projects by
taking advantage of powerful law firm
mobile solutions and templates for
Microsoft Dynamics CRM/xRM4Legal.
Leverage robust mobile configuration tools
so you can tailor CRM to your specific
mobile needs.

15. Microsoft Dynamics CRM: The Right
Solution for Legal Services

16. Intellectual Property Legal Project Management Extended CRM (xRM)
Know your clients and build
personalized relationships
Integrate CRM with IP/trademarks
Use familiar Microsoft tools
Provide valuable advice
Listen and engage with your clients
Manage projects
Proactively identify your most
profitable clients
Provided a unified PM dashboard
Streamline compliance
Leverage the CRM Marketplace
Simplify firm specific development with
built-in core platform capabilities
Transform how you engage with clients
Take advantage of social tools to better listen and communicate
Provide mobile access virtually anywhere on virtually any device
Deliver connected insight with real-time analytics and inline visualizations

17. Imagine faster, better informed, more efficient client operations.
“The latest update improves
usability across devices
(smartphone and tablet), adds
new security options plus
enhanced workflow and search
capabilities ‘out of the box’. ”
Know your clients and build
personalized relationships.
Use familiar tools with a native Microsoft
Outlook experience.
Streamline every interaction with
automated processes and guidance.
Provide valuable advice based on real-
time data and client insight.
Deliver mobile access to your people
using their choice of device.
Empower the channel with up-to-date
information and collaborative tools.
Start with a 360-degree view of
client information and case
records combined with
automated processes in a
familiar Outlook user interface.

18. Enable professional staff to
work in a way that is natural
and personal, using intuitive
tools to deliver superior client
service.
Streamline service by unifying CRM data
with case data and project tools.
Listen and engage with tools that help
you understand your client’s needs.
Stay connected with embedded social
and collaborative tools.
Speed service tasks with embedded
guidance, workflows, and contextual data.
Unify disparate service apps with data
integration and UI automation.
Turn your client services center into a
profit center by delivering proactive,
tailored responses.
Every interaction is an opportunity to turn your clients into loyal advocates.
“We now have much better
insight into client, case, time
and billing activities on a
daily basis.”

19. “We spent much more time
actually solving real
business needs, as
opposed to addressing the
technical details.”
Take advantage of having the
foundation in place, so you can
focus on what’s important:
delivering value to the firm.
Eliminate costly development with built-in
data management, UI, security, reporting,
social, and collaboration components.
Take an agile approach by quickly creating
proof of concept solutions.
Customize rapidly with point-and-click
design tools and workflow creation.
Streamline compliance by automating
regulation-mandated processes.
Reduce costs using widely-available
development resources and technologies.
Use what you already have with a solution
built on a trusted platform.
Law firms are using
Extended CRM
today:
• New Business Intakes
• Client Planning
• SMS Marketing
• Web Form Integration
• Email Marketing
• Event Management
• Pitch Management
• Inception
Management
• PMS Integration
Picture a platform that lets you move from idea to solution rapidly at low cost.

20. Microsoft Dynamics CRM
xRM4Legal IP Management

30. Microsoft Dynamics CRM
xRM4Legal Project Management

33. Microsoft Dynamics CRM
xRM4Legal Marketing & BD

35. Microsoft & xRM4Legal:
The Trusted Choice

36. Why xRM4Legal?
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37. Roadmap: new capabilities create new opportunities

38. On-demand, on-premises, and hybrid CRM built on one code base

39. Benefits
“World’s best practice” based on the experience of dozens of Microsoft CRM
law firm projects over half a decade

40. Next steps
Schedule a “live” demo – 30 minutes
Organize a “proof of concept” – 1 week to 1 month
Run a pilot – including light-house practice group
Rollout firm-wide – targeting wider audience of
professional and support staff

41. Thank you!
www.xRM4Legal.com