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

1. A Client Interaction Management
Solution for Law Firms
David Blumentals
Director, CRM/xRM Strategy
DBlumentals@xRM4Legal.com

2. Contents
1. The “Power of Productivity”
2. Our Marketing and Business Development
Conversation
3. Our Lead Contact Center and Reporting
Conversation
4. Our “Extended CRM” Conversation
5. Summary

3. xRM4Legal Enables
New Conversations with Clients
Uncover Simplify data
relationships and capture via Web,
opportunities email or phone
Focus on Streamline
marketing and lead and contact
bus. development management
Achieve new Attain real-time
clients and performance
sources of and reporting
revenue

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 our
Fingertips
Provides optimal
visibility into client
records
Reduces training required
Improves teamwork
Increases 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 and
Personal 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 and
Reporting
True bi-directional sync with Excel
Changes made in Excel are
automatically incorporated

9. Team Sharing: Better Collaboration
Control ownership and
sharing of records
For example, you could have a “Large
Client/Matter” team made of Partner,
Associate, Paralegal etc.
Team security roles and roll-up
reporting 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, Record
Creation, 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 a
CRM “dialogs”
lead/PNC record
support both
inbound call
scripting from
phone call
records as well
as outbound
from 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 Outlook
email, 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 & Analytics
Left hand navigation
pane for users that
want to jump to
specific 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 CRM
Extended CRM leverages the Client Relationship
Asset Management
Management
flexible xRM Framework that
allows firms to easily
configure and extend the Matter Management Property Management
capabilities of xRM4Legal to
matter, trademark, resource,
project management etc. Stakeholder Trademark
Relationship Management
Management
Extended CRM is additive to Employee Relationship Opportunity
Management Management
core CRM and allows firms to
track and maximize the value
Contractor Relationship
of other relationships and Management Pitch Management
assets and in turn extend the
power 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 formatting
Add new field attributes, Drag and drop to
tabs, sections move fields,
sections and tabs

24. In summary, xRM4Legal for the
Contact Center:
1. Familiar, intelligent and integrated experience
2. Wealth of legal-centric call center features
3. Strong law firm value for integrated Marketing, Business
Development, Call Center, Practice & Document
Management
Email DBlumentals@xRM4Legal.com
Visit: www.xRM4Legal.com