Often, law firms can be somewhat slow to adopt new technology—particularly if they are comprised of small teams that may not have the bandwidth to pursue the latest standards in business. However, many firms have been using CRM software for some time, recognizing the value in building better relationships with clients. For that matter, other outreach tactics—such as widespread adoption of social media—has proved popular in the legal sphere. But what value do CRMs promise to provide to lawyers and clients alike?
One of the biggest value propositions a law firm can offer is personalized service, especially in the face of a large number of cases to manage. If one or more firm partners take the time to engage with clients, the rate of attrition drops drastically. When personnel can access client records and learn relevant details at the push of a button, it becomes even easier to engage and keep consistent service across an organization.
For many of the same reasons that it improves retention, teams can work better together through CRM infrastructure. Often, this is a pain point for firms—they need to ensure that an entire team is invested in its use. If a part of a team isn’t involved, it becomes less effective at accomplishing its goals and diminishes the flow of information across a firm.
Better Employee Happiness
It’s been proven over and over again that employees that are well-informed and well-equipped to do their jobs are happier and stay longer at their companies. The law industry is no exception to this—and CRM software gives firms the means to equip employees with as much information as possible. This ranges from basic information about clients to detailed records of prior communications and any pain points they might experience during their lifecycle at a law firm.
The start-up costs for a CRM may sound prohibitive for a law firm, but the benefits are monumental. Between saving time on operational tasks like scheduling and consolidating a firm’s data, software can impact the bottom line in a number of ways. Though it may seem like a huge amount of work to migrate disparate paper or digital records to a CRM, the improvements to infrastructure cannot be ignored.
All of this spells a longer-term relationship for the client based on the consistency of information available to a firm. For that matter, a unified understanding of a firm’s services can allow for employees to better provide solutions to client problems and keep them in-house for longer. That’s the real selling point of any CRM—the ability to ensure that every client is receiving the level of service and engagement that they deserve.