CRM

In this episode of The Law Entrepreneur podcast hosted by Neil Tyra, Lawmatics CEO Matt Spiegel shares his journey from criminal defense attorney to legal tech entrepreneur building the most powerful legal intake solution, marketing automation, and law firm CRM for attorneys by focusing on helping law firms improve the customer experience.

After the brief history lesson, Neil and Matt dive into a discussion on the importance of the client journey and what law firms can do to deliver an experience that encourages happy customers to become repeat clients.

“The client goes through a journey with your law firm,” explains Matt Spiegel, and the client journey is comprised of three distinct parts:

1. Client Intake - From the moment someone contacts your law firm all the way up to the moment they sign on the dotted line to become a client.
2. Active Matter - The client has officially hired you, they have an open matter with your law firm, and there is a definitive start and end to the process.
3. Former Client - Matt cites this phase as the most neglected phase that is actually a critical moment for law firms. The vast majority of business comes from referrals, so neglecting clients after their active matter is complete is a missed opportunity for driving more business.

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With this understanding of the customer journey, Matt explains how your success is determined by your ability to attract, delight, and retain clients. Next, Neil and Matt talk about the importance of having the right set of tools that all work together to deliver a successful customer experience.

We’re just scratching the surface of this podcast episode. Listen to the full discussion between Neil and Matt in episode 264 of The Law Entrepreneur podcast below!

As a lawyer, your job is to practice law. Yet, despite your title as a legal professional, like it or not, you're also a salesperson. When there are so many other law firms for people to choose from, it's up to you to bring in business, but it's not always easy to turn your attention towards chasing after prospects since you're busy getting the best results for your clients.Leads may contact your practice, and sometimes you have the time to get back to them, or maybe you have an office administrator do it for you, but there's no real system in place beyond a spreadsheet or a few post-it notes. After a while, you're unsure about who you've gotten back to already and who you need to call back. You lose valuable time you could be spending practicing law digging through your email inbox and scribbled hand notes.Perhaps this sounds like you.Situations like these in an overwhelmed law firm is precisely where client intake software steps in. What would typically take a considerable amount of time to do yourself can be done with reliable intake software. With a few clicks, you can turn your client intake process on autopilot and put energy towards the most critical areas of your law firm, like serving your clients as best as you can.

Client intake process outline

1. What is the client intake process for law firms?
2. What are the 4 steps in the client intake process?
3. How to optimize your law firm’s client intake process
4. 5 tips for a successful client intake process
5. Why law firms are making the switch to client intake software
6. Start thinking like a CEO: why law firm intake is sales
7. Exceed your prospective client’s expectations by optimizing your client intake process

What is the client intake process for law firms?

The law firm intake process is a critical part of running your law firm. The client intake process involves the stages of client acquisition, follow-up and continued communication, scheduling a consultation, and securing the client. Client intake software helps automate and organize the steps of the client intake process, helping lawyers focus on client needs and case work rather than worrying about whether they called a prospect back.Let’s compare the client intake process to a guest walking into a restaurant. The guest will become a customer only if the restaurant is open and available to take customers, if they are greeted and shown to a table (or given a reasonable wait period), and if the food being offered is appealing. If the guest’s experience is mishandled in any way, the guest may only order a starter and ask for the check. Or worse, leave altogether and grab a burrito to-go down the street.However, if the restaurant has space, and the waiter communicates well and is attentive to the needs of the guests, the guests might order a five-course meal, a bottle of your finest Cabernet, and come back for repeat business.It's all about following the right steps to convert a prospect into a paying client.Despite its importance for turning leads into clients, a poorly executed legal intake process is more common than you might think. Many law firms fail to optimize the client experience throughout the intake process and, as a result, have low conversion rates.In order to improve client satisfaction and boost your firm's revenue, a strong intake process is essential. A solid process of converting interested prospects into paying clients is what sets apart the successful law firms from the not so successful ones.To get a better idea of why client intake features are a must, let's break down each step of the client intake process.

What are the 4 steps in the client intake process?

1. Attracting prospective clients

The minute a prospective client first interacts with your law firm, the client intake process starts. Some leads may have come across your website from an online advertising campaign and fill out a client intake form, while others might come to you because of a referral. They usually fill out an online intake form or call your firm directly to ask for more information related to their case. Obtaining their contact information is critical because it's the next step in making them a client.However, in the absence of a systematic law firm intake process, these leads often get lost in a pile, never to be followed up with again. Sadly, lost leads equal lost revenue. A lead needs to be followed up with and convinced to choose you over someone else before they become a paying client. It's up to you to win them over.

2. Following up

Capturing a lead's information is only the first step and doesn't come with any guarantees. Follow-ups are vital for driving a lead to become a paying client. However, when you're handling piles of leads in addition to practicing law for your clients, it's almost impossible to see who you've contacted already unless you have a system in place.Follow-ups are where many law firms go wrong. A recent trends report revealed that there's a remarkable lack of responsiveness to lead outreach. Out of consumers surveyed in the study, most agreed that timeliness is a critical factor when choosing a lawyer. Over half of the firms in the findings failed to reply to an email or voicemail at all. If you're failing to get back to your lead inquiries within 24 hours or less, then you're missing tremendous opportunities for your business. It's critical that your client's journey is meticulously tracked, so you know who has been followed up with when, and who needs to be contacted and where they stand as a prospect. Lawmatics’ workflow automation software can help.

3. Scheduling a consultation

Once you've moved a lead closer towards becoming a client, you'll need to schedule a consultation to go over their case and learn about what they're looking for. It's an opportunity to pitch why your firm is the best choice and ultimately turn them into a loyal client. However, between your busy schedule and theirs, sometimes finding a time that works for everyone can be a logistical nightmare. This step can get tricky since you've got a law firm to run, and your leads likely have full schedules too.Lawyers are no strangers to drawn-out back-and-forths trying to agree on an appointment time. Not only can the actual meeting booking be laborious, but in some cases, clients may not even show up, costing your firm even more lost time.The Lawmatics legal calendaring software provides instant appointment booking without the back-and-forth.

4. Secure the client

Once you've secured your client, the next step in the client intake process is to draw up all of the paperwork to finalize the attorney-client relationship. Lawyers know all too well the work involved with drawing up legal paperwork, which can take hours to days depending on the type of contract.Without legal document automation, clients are required to print, sign, and send physical papers back to you, which requires printers, copy machines, scanners, and sometimes even *gasp* fax machines. Document automation makes this step of the client intake process smoother, faster, and may remove barriers to client signing.Once your client has signed all of the necessary paperwork and agreements, and you've successfully onboarded your client, it's time to celebrate. You've won the sale!

"So very glad we invested in this program when we did. We are getting more use out of it than we imagined we would ever have to. We are now using an automatic intake form, video conferencing through GoToMeeting for our consultations, and e-sign with our rep. agreements."— Alicia Bostrack, Orchard Law Firm

How to optimize your law firm's client intake process

A quick response is critical

A timely response is critical when it comes to conversions. Regardless of whether a lead calls, emails, or it's a digital client intake, the rule remains the same: get back to them as soon as you can. The quicker you reply, the less time a customer will have to potentially change their mind and turn to a competitor law firm.All it takes is a few clicks around the internet to find poorly rated law firms with reviews saying no one ever got back to them. Recent studies reveal that an astonishing 60% of law firms called don't respond to any emails requesting more information, and just under 30% don't answer or return calls.An effective attorney-client intake process includes the following criteria when responding to inquiries:

• Response within 24 hours;
• Using the clients' preferred form of communication;
• Clear answers to questions;
• Detailed information regarding the legal process;
• An outline of projected costs;

Be friendly

Beyond being informative, you should be warm. It doesn't matter whether you pick up the phone on the first ring or the tenth ring; if you aren't friendly and relatable on the call, the customer isn't likely to stick around. Act engaged and genuinely interested in their case. The key ingredient to law office client intake is creating a bond with your lead.There are already plenty of negative stigmas associated with lawyers, so you'll have to work to prove you're not just another lawyer who wants their money.Get to know the details of a caller's inquiry and ask plenty of questions. It's not recommended to double-task when talking to a client for the first time. You'll need to lend them your undivided attention with no distractions.Even though you may not think it's coming through on the call that you're distracted, the caller will more than likely sense it. If you have to choose between taking a little longer to get back to a client so you can get something else done first, do it. Only call clients back when you can genuinely take the call.Even though you may not think it's coming through on the call that you're distracted, the caller will more than likely sense it. If you have to choose between taking a little longer to get back to a client so you can get something else done first, do it. Only call clients back when you can genuinely take the call.

Use technology to your advantage

It can't be stressed enough how important a robust CRM is for optimizing your law practice client intake. A legal CRM built for law firms is an end-to-end solution for managing and strengthening client relationships by tracking all interactions.From managing the first moment a lead fills out a client intake form to the moment they sign a retainer, a CRM for attorneys helps law firms manage the entire progression of their client relationships. That way, it's simple to see the progression of events and what actions and follow-ups need to happen. Audience segmentation makes it possible to deliver tailored messages that appeal to a lead's unique needs.In short, a CRM is there to turn a potential client into a loyal client by automating and streamlining your tasks and follow-ups and is critical for a successful legal client intake process.

Get your entire team on board

All of your staff should be on the same page when it comes to how you respond to leads. The key is consistency and promptness. It may be useful to create a basic script for answering the phone or responding to online client intake forms. It's critical that whoever is answering the phone at your practice is qualified to answer whatever questions come their way.By creating a consistent response system that everyone is on board with, you'll reduce the risk of leads slipping through your fingers throughout the client intake process. Your frontline staff or intake team should understand the basics of law and whether your firm even handles the area that a lead is contacting you about.If an inquiring caller's case falls outside of your firm's practice area, have a list prepared of lawyers that you recommend or minimally a legal referral service. People appreciate when you go the extra mile to be helpful. It's not unheard of for callers to leave a positive review for your law firm online simply because the person on the phone helped guide them in the right direction. A little kindness goes a long way.

Follow up

Rarely will a prospect sign a contract on the first day they call you. Usually, people are shopping around and researching the best fit for their case. Chances are they may have spoken to a handful of law firms recently, and they may not even remember which firms they were talking to. It's up to you to send a follow-up email or text message, so you stay in their mind.Not only does it keep you in their minds, but it also makes contacting you much easier. Rather than doing a Google search when prospective clients want to find you, which may not always lead back to your firm, a text message or email makes it easy for them to scroll through their phone to find the last message you sent to get back to you,More often than not, people just want the most straightforward solution that requires the least amount of effort. A good law firm client intake process makes it easy to choose your law firm over another by making things easy.When you follow up with an email, do more than just self-advertise. Educate the customer on things related to their inquiry. This can be anything from articles to videos to testimonials from other clients who have worked with your firm on the same kind of case.

5 tips for a successful client intake process

1. First impressions are everything

As mentioned, the client intake process begins the moment a lead expresses interest in your firm. In some scenarios, a potential new client will come to your website as a result of a client referral, website traffic, or via an advertising campaign. They'll often fill out a contact form on your law firm's website asking for information. If they fill out a client intake form, they'll be asked to provide their contact details and a summary of the services they're inquiring about.In other cases, a client may call your firm directly, hoping to gather the information they need. If they're lucky, someone will answer, they'll take their information down and answer any questions about whether the firm is the right fit. The less than lucky ones will reach voicemail.This is the moment a lot of law firms get it wrong. Studies show that one of the most common complaints about law firms is poor client communication. A receptionist may write down a potential client's information on a Post-it for someone to follow up with "later." Maybe it even gets entered into a spreadsheet that gets looked at once in a while. Or worse, maybe whoever answered the phone gets distracted on another call, and the lead is forgotten altogether. The result is a poor reputation for your law firm and lost revenue.To help eliminate the risk of leads getting lost, it's essential to optimize your lead management process with a legal CRM system. A proper customer relationship management tool will ensure that your lead's information is recorded correctly with an effective questionnaire experience.Rather than losing your potential client's interest with unnecessary questions that may cause them to click away, you can customize a beautiful and complex questionnaire with only the questions you need to ask.The Lawmatics legal form builder feature makes it easy to control when certain fields are visible to whoever is filling it out by building custom forms.Easily ask the questions you need to ask with the style you want to ensure you get the information you need, all with the power of a robust legal intake software. Be thoughtful about what information you're getting from them. The types of questions to ask are:

• What do they need a lawyer for?
• Have they hired an attorney before?

Documenting the entire process is critical if you hope to keep things clear for you and your client, ensuring you're both a good fit for each other.

How legal client intake software can help

Instead of leads getting lost, legal client intake software acquires contact information for you, so there's no need to manually extract and input information from an online intake form to a spreadsheet. Client intake software inputs lead information directly into a centralized database that you can access anywhere at any time. There is no need to step away from doing important work for a paying client to take down a name and number again. Technology does it all for you while you focus on what matters most for your firm.[oxygen-template id="6131"]

2. Track every step of the way meticulously

Once you've captured your potential client's information, a legal CRM inputs the information into a centralized database where the client journey is meticulously tracked with pipeline management. Since it's critical to strike while it's hot to avoid them slipping through the cracks, they'll need to be followed up with as soon as possible.But let's be frank about it, getting back to a lead right away isn't always convenient when you've got a law firm to run. Following up with potential clients when you've got paying clients to do work for can seem like less of a priority.Results from a recent study show that a startling majority of law firms deliver disappointing follow-ups. Leads in the study reported that only 40% of law firms responded to emails, and a whopping 70% of them were considered unsatisfactory.When it came to phone calls, just over half were answered, and the rest were answered by voicemail. Over half of the law firms took over 72 hours to respond to voicemails.First impressions are critical for client conversion, so it goes without saying that unsatisfactory follow-ups are a missed opportunity.

How legal client intake software can help

Client intake software automates the entire process, so you don't have to worry about digging through your inbox to see who's been followed up with when. A pipeline view allows you to view where all your leads are at a glance and what actions need to be taken when.Automated and personalized emails respond on your behalf immediately, so you don't have to worry about leads falling through the cracks. With automated drip campaigns, you can stay on the top of leads' minds while they weigh out their choices. Best of all, both email and text message follow-ups are preprogrammed without you having to do anything.With a legal CRM, you never have to worry about losing time on billable work to get back to a lead. An effective legal software like Lawmatics will send an automated email to the client immediately to keep them engaged.Custom fields make it possible to tailor automated emails to the client’s needs and contact information for a more personalized greeting. A lead is then given an invitation to take the next steps in becoming a client with your law firm.

3. Get everything you need out of the consultation and be a good listener

When a lead gains your trust, the next step to turning them into a paying client is scheduling a consultation. It's an opportunity to learn what your clients need, pitch yourself as the best choice, and ultimately win their business.Converting leads into customers is a tricky process in any industry. When running a law firm, you must have a good strategy in place for setting these consultation appointments. If handled poorly, people show up late or don't show at all, costing your law firm time and money lost.An example of an ineffective scheduling process is going back and forth in emails, trying to find the best time that works for everyone. As a busy lawyer, you have more important matters to focus on than email-tag. CRM software takes the hassle out of appointment setting so you can focus your energy on revenue-producing work rather than menial administrative tasks.The right program sends an email to your client linking to a calendar with your availability. By syncing your Outlook or Google calendar to your CRM calendar, leads will see only the time slots you want them to see. They can choose an appointment time that works for them all with a few clicks. You're one step closer to converting them into a client.

How client intake software can help

With a complete client intake software like Lawmatics, you don't have to write another email asking what time works for anyone ever again. Simply sync your Outlook or Google calendar to your intake software, and your lead will receive a link to your availability.Tailor your calendar so that only the time slots you want people to see are visible. Leads can scroll through your availability and choose whatever time works best for them.When the consultation gets booked, an automated confirmation email goes out. Automation makes it easy to send all the important information that your soon-to-be client needs. From your contact information to any crucial details about your location, they'll get everything they need in one single email. Your emails can also include relevant information about your law firm that can help warm clients up. Use software to automate anything you'd like your leads to know about your firm to boost your chances of gaining them as a client.In addition to the initial confirmation email, client intake software also sends out a reminder to both you and the client. No more paying an office administrator to make appointment reminder calls again. Your firm can save money by automating it all through the power of technology, which is one of the biggest client intake software advantages.

4. Keep your legal team on track with reminders

Recent studies show that the rate of client no-shows has risen 5% since early August 2020. Because of this higher missed appointment rate, it's more important than ever to stay on top of reminding clients about their appointments.This reminder should come in two stages.

Stage one reminders

As soon as the appointment is booked, a client should receive an email confirming the appointment. It should include all of the necessary information- from your contact information to your law firm's address and any important details like access codes.Think about including relevant information about your law firm in the email to warm clients up. Plugging in client testimonials and educational resources builds a sense of trust with your lead and boost your chances of gaining their business.

Stage two reminders

The day before or several hours leading up to the consultation with your potential client, they should receive an email reminder. While some firms leave this step to an office administrator, automating the reminders can save your firm money on tasks you'd otherwise be paying staff to do.

How client intake software can help

Client intake software takes over all of that for you by onboarding your clients without the hassle. Everything is digital and considerably faster with no risk of human error, which is an inevitable risk whenever you do something manually. With automation software like Lawmatics, you eliminate the risk of mistakes in your important paperwork.What would have otherwise taken a considerable amount of time takes a matter of minutes, all with the help of technology. Document templates like the client intake form template can be filled out using imported data from your intake software, streamlining your onboarding process and saving you time.

5. Secure your client thoughtfully and discuss fees in advance

Assuming the consultation goes as planned, you'll verbally secure the client's business. In order to finalize the attorney-client relationship, you'll need them to sign the paperwork and agreements. It's highly recommended that you go over fees at the initial consultation so that there is no grey area about your billing. You'll need to cover the basics like whether you bill hourly or charge flat fees. If you offer payment plans, you'll need to discuss how they work.As any lawyer knows, drafting up contracts is a lengthy process that takes time to ensure there are no errors. To streamline the process and eliminate the risk of errors, you can use automation software like Lawmatics.

How client intake software can help

Lawmatics does the tedious work for you, so you can sweep through creating intake documents with ease.Document templates can easily be filled with data imported from fields in your legal CRM coupled with easy e-signature software. You can seamlessly input information using a template, eliminating unnecessary fields, saving you and your client time. No more risks of missing critical steps or time lost on tedious tasks.Technology makes it simple to onboard your client by making it easy for them to send you whatever you need from the palm of their hand. By clicking a link from their mobile phones or laptop, they can effortlessly download and email documents back without having to bother with printers or scanners. E-signatures make it possible to streamline the contract process which your clients will appreciate especially.In short, what could have taken hours or even days happens in a matter of seconds, all thanks to an effective client intake process.

Why law firms are making the switch to client intake software

In a traditional law firm, the client intake process involves tedious processes that don't only eat up your time but also clients. However, when you switch to a cloud-based client intake software like Lawmatics, you have complete control over your legal client intake process, which is why so many law firms are making the transition. Here are a few of the benefits you can expect to gain.

Better first impressions

First impressions count, especially when it comes to finding the right lawyer in such a competitive market. A common stereotype is that lawyers are old-fashioned, so when you present a streamlined, fast process to leads with cutting-edge legal technology, they're pleasantly surprised and impressed.A tech-savvy approach starts things off on the right foot and gives people high expectations of your firm. Regardless of the size of your practice, you'll give the impression that you're polished and up to date with the latest methods.

Better workflow and organization

If you're a law firm still carrying out a disjointed client intake process full of manual entry and endless tedious tasks, then a software solution is for you. Making the switch to software means you can cut back on the time you spend on menial administrative work and get back to practicing law.Lawmatics' systematic workflow allows you to manage all of your prospects in one single location and automates everything for you, keeping you organized and improving your workflow. No more digging through file cabinets to find the document you need-easily access files from wherever you are with the Lawmatics legal file request builders.

Less tedious work

No more working out of your email inbox or jotting down stick notes to manage leads. Gone are the days of losing time on monotonous data entry you have to do yourself or paying someone else to do it. No more manually filling out contracts or writing out follow-up emails. The magic of client intake software does all of that for you so you can focus on legal work.Everything goes automatically into the cloud, where anyone can access it quickly at any moment. Easily export contact information directly into custom consent forms, including only the fields you need, saving everyone time.

Improved client experience

Believe it or not, clients don't like meetings any more than you do. They don't like having to go back and forth in emails to find the best time that works for everyone's schedule or having to print out PDF consent forms to fill out and scan back. Clients don't like it when the person they're talking to on the phone isn't up to speed with the same information on their case as the last person they spoke to, and above all, they don't like wasting their time any more than you.When you make the switch to software, you're not only providing clients a more simplified process but also direct access to you. A fast and streamlined client intake process is a pleasant surprise to clients looking for speed and ease.By using a legal intake software, you'll be delivering a client-friendly intake process that produces better results by leveraging technology -no headaches required. You can even integrate our software with other legal apps your firm may already be using, like case management software, making your job even easier.

Data Tracking and Analytics

As the legal market continues to become increasingly competitive, data tracking and analytics are critical for your success. If you hope for your law firm to stand the test of time, you have to embrace technology.Robust data tracking and analytics are included directly in your client intake software, helping you keep track of the most important metrics-things like where you're getting your leads, how many of them are successfully converting into clients, and which cases are worth the most value. Metrics like these make it possible for data-driven changes where it counts most so you can boost your profits.

Start thinking like a CEO: why law firm intake is sales

With millions of law firms to choose from across the United States, you might wonder how some are so much more successful than others. Despite so many competing firms, some lawyers seem to catch all the fish. Why? The secret is in their law firm intake process. Most successful law firms agree that the secret to success is a powerful intake system that successfully converts leads into paying clients.Strangely enough, they don't teach about the client intake process in law school, despite it being such a critical factor in the success of your practice.It's incredibly rare for lawyers to come out of school equipped to bring in business. Yet, it's up to you, not anyone else, to bring in your law firm's revenue.You might be thinking, "wait a minute, I'm a lawyer, not a salesperson."*Cue wrong answer buzzer.*You are a lawyer and a salesperson.When you run your own practice, it's up to you to find your own leads and convert them into paying clients with an effective legal intake process.For the sake of argument, let's switch out 'legal client intake process' with 'sales process' for a minute. In a traditional sales environment, the sales process is a customer's journey from the moment they need a product to the moment they purchase it.Research shows companies that use a structured sales intake process are the highest performing. 90% to be exact. The reason for their growth was a shared emphasis on the same goal:A relationship-led approach that focuses on the best possible experience for the customer that includes:

• Quick and efficient responses
• Personalized communication and follow-ups
• A frictionless experience
• Proactive support
• Leveraging technology to eliminate human error
• Nurturing relationships through engagement

Now let's replace 'sales process' with 'legal intake process' again and explore how you can apply the same relationship-led approach to your law firm and out-perform your competition.On average, it takes about eight interactions to convert a lead into a client, so you'll need a prospect's contact information to continue following up. When you add up all of your leads, it's easy to see how keeping track of each can get confusing. There goes that little voice in your head again. "Wait a minute. I'm a lawyer, not a salesperson. I don't have time for all of this."*Cue wrong answer buzzer again.*You are a salesperson. But you’re also a lawyer, so no one expects you to follow up on all your leads yourself when you could be focusing on billable work. This is where technology comes in.[oxygen-template id="6130"]

Optimize your firm's client intake process by seeing it as a sales process

When you start to see that the client intake process is a law firm sales process, you start to realize how critical it is for the success of your law firm. By using a structured and efficient intake process and by leveraging technology like Lawmatics, you can improve client satisfaction and increase your law firm sales.

Exceed your prospective clients' expectations by optimizing your client intake process

The only way to grow your law firms is to dedicate time to getting results for your clients and less time on administrative tasks like data entry. Recent data shows that the average lawyer spends only 2.5 hours a day actually practicing law.Time is money, and time lost on tedious tasks is money lost. Investing in a client intake software doesn't just make your job easier; it can significantly impact your profits. The more you leverage technology like Lawmatics to automate your operations, the better you'll serve your clients, and the more you'll drive client referrals. Lawmatics actually has a variety of features that can help you save time, such as our legal CRM, automation solutions, and time and billing software.By incorporating automation into your practice with legal software, you'll be able to focus your time on what matters most: providing the best possible experience for clients while meeting the needs of your leads. A considerable portion of a law firm's success depends on your client intake process. By reacting correctly to potential clients through an optimized client intake process, you will see your revenue grow exponentially by becoming a goal-driven firm.

From the outside, people often perceive a day in the life of a lawyer as a bracing scene in a southern courtroom starring a dapper Matthew McConaughey. Yet, despite Hollywood leaving you with the impression that lawyers spend their time arguing passionately in packed courtrooms, the truth is, it’s far from reality.Any lawyer knows that in order to keep a law practice running, there are far more administrative tasks that need to be done than there are passionate courtroom scenes, and let’s face it; it’s hard to compete with the looks of Matthew McConaughey. In reality, the life of a lawyer involves responsibilities that aren’t just unglamorous; they can be downright burdensome.While legal work is undoubtedly a part of your job as a lawyer, the demands of keeping everything organized far outweighs the time you spend in an actual courtroom.From the minute a lead first contacts you to after the case is closed, each client has a specific file that gets thicker every day. Managing it all, following up with leads, and organizing cases can start to eat up your day in no time.If only there were a magic button to do it all for you…

Introducing CRM software tools

Whether you’re a small law firm or a medium to large-sized one, you have to deal with a variety of clients and leads. At some point, keeping track of everyone’s information between your email inbox and spreadsheets becomes chaotic.A CRM (customer relationship management) software helps you run your firm, keep your cases organized, track your leads, and even communicate with your clients, literally by the click of a button.Legal CRM software reduces cumbersome paperwork and streamlines your work process so you can focus on billable work, totally revolutionizing the way you run your practice. Studies show that it can take up to 13 encounters for a lead to become a client. Why do this manually when you could rely on technology to do it for you? The result isn’t just less work for you, but improved client relationships and boosted revenue.Attorneys specialize in law, not technology, so if you find yourself scratching your head over what the difference is between a legal CRM and practice management software, just know that it’s perfectly normal.At first, they may both seem like the same thing from a distance, the same way that something like water and vodka do. But anyone who’s ever taken a swig of vodka can tell you it’s definitely not the same thing.The best way to understand how each of these legal technologies differ is to know what their individual functions are.

What is a CRM?

CRM is a common acronym that almost everyone in the business and legal worlds have in their everyday vocabulary. However, if you ask 10 people for their definition of a CRM you will get 10 different answers. They will all have a theme of managing contacts but, as you dig deeper into the details, they will vastly differ, and it is these details that matter the most. Here are some of the most common perceptions of what a CRM does.

CRM definition 1

CRM specifically stands for Customer Relationship Manager and is a tool used to manage a company’s relationship with its customers. This is a very broad definition and could certainly encompass a lot of concepts and functionality. Perhaps the most widely known example of a CRM, and what comes to mind for most tech minded people when they hear CRM, is Salesforce.Salesforce certainly is a CRM, however, in many ways, the contact app in your mobile phone is also a CRM. It allows you to keep a list of contacts and maintain notes on those contacts. At its most basic level it too is a CRM.

CRM definition 2

A CRM exists as a centralized database for a law firm that helps manage functions like client intake, scheduling consultations, and tracking revenue. While it may be perceived as simply a contact database, the truth is that it can do so much more.If used correctly, the right legal CRM software is a methodical approach to managing your leads and contacts by automating and tracking the client intake process. From the very first moment that a lead fills out an online intake form to the minute the day they are paying clients, a law firm CRM software tracks and manages each step of the way, keeping you up to date at all times.

CRM definition 3

“It’s basically the same as a practice management software—right?”*Cue wrong answer buzzer*

CRM vs practice management: what's the difference?

What is practice management?

Like a CRM, a practice management software, also known as case management software, also allows law firms to access contact information either on-premise or on a cloud. Its function is to help law firms manage their day to day operations more efficiently with less chance of error. From billing to legal document management, everything is all in one place without having to dig through multiple file cabinets to access what you need about your case.It may sound a lot like a CRM but there are some fundamental differences that are important to mention.Unlike a CRM, a case management software only handles existing client matters rather than focusing on client intake, lead conversion, and customer relationship management. Its purpose is to help you keep your cases organized and efficiently communicate with retained clients while you’re working on their matter.Some examples of what a legal practice management software can do are:

• Matter managementEasily track and manage case details without bothering with the headache of manual organization. A bird's eye view of where each case stands makes it possible to see who made changes when, so you can see details as they happen.
• Task managementCreate tasks assigned to multiple lawyers with due dates for different cases. View all of your upcoming appointments and any important notes to remember.
• Document storageKeep all of the documents and files you need for each client and case, from images to videos.
• BillingTrack any unpaid bills and add interest to late payments. Categorize and stay up to date with financial records and reduce the risk of human error. Easily create customizable invoices and send them all out the same day.

The main differences between the two

Ultimately, a case management software provides basic functionalities for managing your current cases, by keeping everything organized and accessible from anywhere. Whereas a CRM for lawyers is designed to provide much more advanced functionalities that go beyond just current clients, but also past and future ones. It’s an all-in-one system to manage your sales funnel and boost the customer experience.

Different yet better together

While some features are similar, ultimately, their purposes differ. Yet, despite serving distinctive purposes, your law firm functions stronger by using both in conjunction with the other.A combination of a robust CRM paired with a practice management software is the best way to systematically handle your existing clients while targeting potential customers.

Lawmatics’ CRM definition

Lawmatics definition is a bit more robust. While a CRM should be all about maintaining great custom relationships, we just think that extends far beyond keeping data on your contacts and notes on the interactions you have with them. To us, a CRM must allow you to do anything and everything to enhance that relationship, to help foster its growth. This means actions like sending emails, communications, even marketing emails to your contacts and/or customers. It isn’t just collecting data, it is fostering the relationships for you.A good legal CRM is as much about providing a great customer experience as it is about managing the relationship. A great customer experience starts from the very first interaction that a possible new client has with your firm and continues all the way through the intake process, active case stage, and continues after their case is over. A good law firm CRM will maintain and foster the relationship from the moment of first contact and continue through all stages of a client’s life cycle.Lawmatics cloud-based CRM software helps you keep in touch with your existing clients and potential leads by streamlining your processes and improving your communication as an alternative to spreadsheets.[oxygen-template id="6130"]

Do I need a CRM for my law firm?

So do you need a CRM? If you agree with our definition of a CRM then yes, you absolutely need to have a good CRM. You should always be mindful of the customer experience a client is receiving from start to finish. Too many firms focus just on one or two aspects. In our years of working with law firms we’ve seen many put so much care into the service they provide while a case is active, fewer who put the same focus on the client intake process, and virtually none who focus on the post case life cycle stage, perhaps the lowest hanging fruit.A proper CRM for attorneys can help you provide excellent customer service at EVERY stage of the client life cycle. What’s more is that a good CRM will also allow you to automate most of these customer relationship managing actions. So not only will you provide a better customer experience, but you will also save yourself time and effort along the way. Providing an excellent experience takes a lot of thought and time. Attempting to do it on your own using a multitude of solutions duct taped together is not only expensive, but also likely to cost you valuable time, resources and will sacrifice some of that experience.If you hope to grow your law firm, you can’t possibly do it alone. You’ll need a CRM in place to create an efficient system.Some examples of what the right law firm CRM can do are:

Follow up automation

• Something a bit more unique for law firms is the intake process. Lawyers have a specific process for bringing on a client and have more requirements than many businesses. It is critical that this intake process is seamless and designed to usher a potential client from first contact all the way through to hiring you. One of the most important features of a good law firm CRM is attorney intake software. Many CRMs out there do not address this concept of intake at all, let alone with enough focus to be viable for a law firm.You can easily automate the entire client intake process through a CRM. No more digging through your email or scrolling through spreadsheets. With a CRM, your follow up process is on autopilot, so you don’t have to worry about whether someone has been called back or not. The end result isn’t just more lead conversion but greater overall client satisfaction.

Appointment setting

• In the old days, law offices had to go through timely back and forths trying to find the best time to meet with leads and clients, but not with a CRM. Easily sync your Outlook or Google calendar to your CRM so that leads can choose from only the appointments you want them to see.Not only does it take the hassle out of the actual appointment setting process, but also appointment reminders. No more having to chase after leads to make sure they show up. A CRM software like Lawmatics sends an automatic reminder before the appointment, so you don’t risk losing valuable time.Hassle-free appointment setting doesn’t just benefit you, but also your clients—in other words, everyone wins.

Document automation

• Any lawyer knows the complexities of making legal documents. Document automation allows you to easily create documents using custom fields tailored to your law firm's unique needs. Send the documents to clients instantly for an e-signature, saving you and your clients time.
• ReportingThe right CRM gives you total control over all of your data so that you can see where your firm stands at a glance. Lawmatics lets you choose the data you want to extract and use it in any way you need. Save your reports and stay on top of important information.

4 big benefits of using a law firm CRM

1Improved communication

As a lawyer, you are expected to communicate with your clients about everything from the progress on their case to their legal rights. At some point, a spreadsheet alone can’t handle it all. Law firm CRM software makes communication much easier by automation. One single program allows you to see where all of your cases stand at the same time. No more missed follow up opportunities or frustrated clients.You can say goodbye to disheveled post-it's all over your desk, and disorganized inboxes with no real system set in place. Your CRM tells you exactly who needs to be contacted when, so you can focus on what matters most in your practice.

2Efficient case management

Depending on your firm, you may have multiple people working on a case. When several people are working on the same file, everyone must be on the same page. A customer relationship management solution makes it easy to manage the client journey in a centralized database.CRM’s make it possible to easily track emails and documents, and see whether clients have been followed up with or not.

3Client retention

As an attorney, it’s your job to make your clients feel acknowledged every step of the way, but it’s not always easy to give everyone your attention and make money at the same time. Legal CRM tools give your clients more direct access to you, building stronger relationships while still providing the tools for you to focus on what matters most.Technology allows you to keep your hands free without sacrificing responding to your clients in a reasonable amount of time.

4Streamlined workflow

Simple workflows make your life as a lawyer much easier so you can devote your time to the most pressing matters. Reduce time spent on manually completing administrative tasks and instead add them to your automated workflow. Workflows make it easy to fully control each stage of the client process with a modern and efficient approach.

8 Examples of CRM tools

1Email marketing tools

Email marketing is a critical part of any business' marketing plan. While there are many email marketing tools out there, it is important to have your email marketing fully built into your CRM. This is the only way to ensure data seamless flows into your personalized emails.Features like drip campaigns make it easy to streamline your client follow ups. By creating a repeatable process that sends a new email each time a lead or client moves to the next stage of the client journey, you ensure that you deliver consistent communication with a targeted yet personalized approach.

2Marketing source tracking

As you start to market your law firm more and more, it is very important to know where your leads are coming from. If you do not know what source your leads are coming from then you are effectively flying blind. It’s not recommended doing any marketing until you are set up to track where your leads are coming from.Typically, this comes in the form of website and phone number tracking to ensure that all leads are properly sourced. A good CRM and intake management platform will take care of this for you.

3Managing contacts

Make sure your CRM is not just a glorified rolodex. You are better off with a legal CRM that allows you to actually nurture and grow your relationships. The intake is an important part of the life cycle and you want a tool that will give you complete intake management and automation.A great CRM allows you to assess where each contact stands at a glance. No need for manual digging through emails and spreadsheets for contact information. Keep everyone in your firm organized by keeping all of the information you need on each client and lead all in one unified place.A CRM software like Lawmatics, which was created by an attorney, makes it possible to view your contacts by any criteria you need from case title to client stage, making it easy to manage your client’s journey step by step.

4Custom reporting

What you put into a legal CRM and intake management platform is only as good as what you can get out. It is important that your law firm's CRM, intake and marketing automation platform allows you to report on any aspect of the data that keep on the platform. Metrics like sales numbers, ROI, lead source attribution, and pipeline value are critical to your law firm. Make sure that your CRM is up to par.Solutions like Lawmatics are designed to eliminate the guesswork and manual labor associated with providing an amazing customer experience. Look for not just something that refers to themselves as a CRM, but also as a marketing automation platform. This is the solution that you need for your firm if providing a great customer experience at every stage of the customer life cycle is a priority for you, and if you are in the business of being a lawyer, it absolutely must be.A CRM can gather data from your online forms and analyze it in any way that works for your law firm. Boost client engagement and expand your business by gaining insight through reporting tools, converting leads into clients, and strengthening client-attorney relationships.

5Client responses

CRM’s make it possible to set up text messaging and email to reach your clients any time, anywhere. Whether it’s for a meeting reminder or requesting a document, a CRM keeps you in touch with your clients. In addition to easier client communication, you can also automate replies from lead follow up to an email newsletter. Automated replies mean less work for you, yet more cases.

6Calendar syncing

A useful CRM tool makes it possible to connect your Gmail or Outlook calendar, keeping everyone up to date. Easily see upcoming meetings as well as meetings that have already taken place—no more wondering whether a meeting needs to happen or not.

7Appointment setting

It’s incredibly frustrating to get stuck in a long thread email back and forth with clients trying to find the right time for everyone. Or perhaps you agree on a time to meet, and your client doesn’t even show up because they forgot. You lose valuable time and, in turn, revenue from inefficient appointment setting.Does this sound familiar?This is where a CRM comes in. It takes the headache out of setting appointments that everyone can stick to. Easily send a link to your leads and clients, which only shows your available appointment slots.They can pick and choose the dates that work for them based on only what you want them to see. You’ll see a considerable drop in late meetings and client no-shows, allowing you to focus more on your billable work.Best of all, before meetings, you can easily refer to your CRM to access your prospect’s data and notes before getting started.

8File and document storage

Quickly pull up any documents like proposals and contracts within your database. Having everything in place means you can refer to anything you need at a glance—no more digging through various programs and locations.Your clients can easily upload files you need in an instant by following the link you send them. Say goodbye to printing bulky documents and let your CRM store them digitally.

How to choose the right legal CRM

Any time that you’re choosing a CRM software in a sea of options, the first thing you should do is decide what you want to achieve. To get the most out of your CRM for your practice, you should look for one specifically designed for law firms as opposed to an agnostic CRM system.Whether you’re a solo lawyer or on a team, the right software is essential for the future growth of your firm. Knowing the specifics of what you need out of your CRM is the first step to making sure you find the right match.Your legal practice customer relationship management software should meet your expectations and provide a polished experience that supports the pursuit of your success.

The right features

Make sure that you read each feature carefully before diving into a decision. It’s important to note that some software is better suited for specific practice areas or firm sizes.However, it’s safe to say that regardless of your practice area, any CRM you choose for your law firm should have the following features:

• Custom Detailed Data
• A User-Friendly Interface
• Client Relationship Insights
• Integrations
• Automated Workflow
• Automated Form Builders

Great customer service

Making the switch to a law firm CRM is a process. It’s critical that you choose a program that offers customer support when you need it. From basic tips to specific questions you need answers to right away, a good CRM should have excellent customer support to get the most out of it.

Customer stories

Get to know what other customers' experiences are with the CRM software you’re considering. Get acquainted with what people say the pros and cons are. Ask other lawyers in your area of practice what kind of CRM they’re using. Do all this, and chances are you’ll find a perfect fit.

Pricing

It goes without saying that price plays a critical role in the choice you make. The initial investment should be well worth the growth in revenue that a good CRM helps you achieve. Compare prices and features to get a feel for what you’re willing to pay for.

Who can benefit the most from a CRM?

Law firms looking for better communication

If your practice is struggling to wear multiple hats throughout the day, then its no wonder why your clients may feel there’s a lack of communication. After all, it’s hardly possible to do all of the administrative work required of you in addition to finding leads and marketing to current clients— all while practicing law. The only way to optimize your clients’ experience and communicate efficiently with them is through a CRM.A CRM makes it possible to do it all at once, without you actually having to do it all at once. While you focus on getting the best outcomes for your clients, your CRM sends automatic replies to your other clients and customers, boosting the customer experience.

Law firms looking for a faster document process

Legally binding documents require a lot of energy that can take hours to days to complete if you want to ensure they’re error-free. A CRM provides a shortcut with easy and fast document automation.Custom fields make it possible to fill out redundant contracts in a fraction of the time, and send them back in even less time. With no need for downloading or printing, the entire client intake process goes much more smoothly—moving your clients cases along with speed.

Law firms looking for stronger marketing tools

A smart law firm knows that every lead and client is an opportunity for revenue. The only way to stay visible is to send consistent marketing emails. Yet, email campaigns alone aren’t enough to guarantee leads will bite since people don’t appreciate an all-in-one law firm marketing approach.A law firm marketing software filters clients so that they get the right kind of message based on their unique needs— which means better results for your marketing efforts.

Law firms looking for more referrals

Clients who were tracked every step of the journey with consistent communication are the ones that are most likely to refer your practice to their friends and colleagues.With a legal intake software, you never have to worry about important steps being forgotten. A CRM makes it easy to grow your network by giving your clients a reason to brag about you.

Law firms looking for more efficient scheduling

There isn’t a single lawyer out there who doesn’t know the headache of trying to find the right time that works for everyone. Lengthy email back and forths trying to schedule appointments wastes everyone’s time.Lawmatics custom self-scheduling software takes the hassle out of scheduling by giving clients and leads direct access to your calendar.

How a CRM can help you growyour law firm

Ultimately, your goal as a legal practice is to grow as much as possible—so it’s no surprise why “how can I grow my law firm?” is one of the most commonly searched Google questions for lawyers. If your firm is struggling to gain traction, then a solution is more critical than ever.Many of the culprits holding you back may be easily solved by incorporating an organized system into place. The answer is simple—you can grow your firm with a CRM.

More money saved = more revenue

The more work that starts piling up, the more you might be inclined to hire more staff. But, let’s face it, you likely already have limited resources as it is, and paying another salary is a significant investment. A CRM is a fraction of the cost of hiring more staff, and in many ways, even more efficient.If you’re looking for a cost-effective solution for handling everything in your firm, then look no further than a legal CRM. You can focus on growing your firm while a CRM handles your tasks, tracking each client on autopilot.

Better customer service = better reviews

Nowadays, customers expect more than ever, and the only way you can meet current demands is by revolutionizing the way you handle customers.It goes without saying that a firm looking to stand out in the competitive legal industry needs to master its customer service approach. A CRM responds to your clients immediately, goes over any vital information that needs to be covered before your appointment, and even sends personalized messages wishing clients anything from happy birthday to congratulating them on their new product launch.If you want to expand your law firm on a wider level, the only way to do that is by fostering your relationships with clients, and a CRM can do that for you.

Better marketing = more clients

A typical law firm reaches out to leads whenever they find a moment, rather than at the exact time they’re ready to buy. With the right technology on your side, prospects get contacted at the perfect time.Without a CRM, you can’t be sure that you can get back to every lead quickly enough before they move on to a competitor. Reaching leads immediately means more lead conversions, and more money in your pocket.

More opened emails = more visibility

Email campaigns alone aren’t enough to take your firm to the next level. An all-in-one marketing approach won’t yield the same results as a more personalized approach. With an attorney CRM, you can target your leads and clients into specific groups using audience segmentation.By delivering tailored marketing, leads will be much more likely to open and read your emails, which means increased visibility for your law firm.

Better insights = better improvement

Growth starts with knowing who your most profitable clients are and where they’re coming from. You should know who your strongest performing staff members are and where you have room for improvement.Yet, without data, trying to find your firm’s weak points is just guesswork. With the custom reporting and insights feature, you can take a closer look at the bottlenecks in your practice and generate the results you’re after.Growing your practice requires knowing what’s happening from the inside out—and a CRM can tell you that.

More efficient processes = cases moving along faster

It’s not uncommon for lawyers to send documents off to clients to be signed only to find themselves waiting for days. Since clients have to bother with scanners and printers to send back signed documents, it’s no wonder why it can be a challenge to send back quickly. Unfortunately, the longer it takes to get cases rolling, the less potential you have for growth.With e-signature software, however, the ball is continuously rolling. With your cases constantly in motion, your firm will continue to grow, bringing in more revenue.

Being goal-driven = meeting your growth goals

When you become a goal-driven firm, you make the commitment to follow your room for improvement by measuring where it counts. Rather than aimlessly hoping for the best, goal tracking makes it possible to focus on essential data points to ensure you’re making progress.Goal-tracking keeps you accountable for your goals and keeps you on track. No more guesswork trying to find the best strategies for growth. Analytics arm you with the knowledge to make informed decisions based on actual data, not speculation.

Less stress = better performance

A common stereotype is that lawyers are cold and distracted. After all, who can blame them? It’s often a rude surprise for lawyers to get out of law school and realize that being a lawyer is so much more than just practicing law. They have to run a business and find their own clients on top of getting favorable results for their cases.A CRM takes the headache out of the business aspect of running a law firm so you can focus on what you’re best at— practicing law! That means a better version of yourself and better services delivered.When your clients feel like you gave their case their full attention, their experience will be that much better. The less you have on your plate, the more you can take on, and the better of a lawyer you can be.

Efficiently serve clients and grow your firm’s revenue with a CRM

Eliminate tedious day-to-day processes in your legal practice and deliver quality client experiences with CRM. Ideally, you should find a CRM that exceeds your expectations. Lawmatics is the industry leader in CRM software. Since the software was developed by an attorney, it’s an expert solution that’s easy to use yet incredibly robust.Beyond just Law Firm CRM tools, Lawmatics also provides marketing automation tools, client intake automation, customizable insights, and more, making it the most powerful choice for law firms.

Lawyerist Podcast Episode Recap: A Discussion on the Importance of Common Sense and Legal CRM SoftwareAt first glance, it seems like a no-brainer to have common sense as a key focus when growing your law firm’s team. Everyone inherently has some level of common sense that helps them navigate the world—even during this often confusing and strange time.However, common sense isn’t as...common...as you think. And it turns out a lack of common sense can have a major impact on your business.In a recent episode of The Lawyerist Podcast, hosts Laura Briggs and Stephanie Everett chat with best-selling author and brand expert, Martin Lindstrom, about his tips for helping leaders build a team with common sense.As Martin walks through how a breakdown in common sense happens, he starts out by pointing out that all too often things lacking common sense start out with good intentions.In business, it’s easy to slip into a very insulated focus, losing sight of external inputs—most importantly being your customer. What might make sense internally from many, many conversations with people well-versed in your industry ends up losing sight of the very thing you’re actually trying to solve, helping your customers with a specific problem.[oxygen-template id="6130"]It boils down to losing sight of your customers, and forgetting to stay in contact with them as they inevitably evolve. The remedy to this, as Martin puts it, is the correlation between empathy and common sense. When you focus on having empathy for your customers, you start questioning ideas and strategies from a new point of view—which brings you back to focusing on common sense. And this concept of empathy starts at the top, and ends up impacting every role at the company.Martin covers many great examples of how common sense is lost, and provides tips for keeping common sense at the core of a business. Listen to the full episode, here (#312).

Bonus: a conversation on legal CRM software with Lawmatics CEO, Matt Spiegel

Before getting into the episode’s main topic, our very own Co-Founder and CEO, Matt Spiegel, joined in for a special conversation with Lawyerist’s legal tech advisor, Zach Glaser. The two had a great discussion on Legal CRM software. Their conversation starting around the five-minute mark covered:

• The features and functionalities Legal CRM software needs to have in order to help lawyers and law firms be successful
• The importance of keeping the customer relationship at the core of everything you do
• How Legal CRM software, like Lawmatics, can help maintain the relationship with a client throughout the entire lifecycle.

There’s a lot of great discussions in this episode of The Lawyerist Podcast. Listen to the full episode below!

We are living through an unprecedented time. As I write this article, I am quarantined in my house, going on day 11. I never expected this to be the way that I would work from home. I never expected this to be the way our economy would be brought to the brink of complete collapse. However, we are here, and this will be short lived in the grand scheme of things. We will come back from this, and we will do so stronger than ever.So much of our everyday lives have changed. Whether it’s working from home, becoming your children’s teacher, or simply keeping yourself isolated in your home, we have all significantly changed our daily lives. As a law firm, you have likely been forced to work from home, or at the least, you’ve stopped meeting with prospects or clients in person.Many of these changes we’ve made will be short lived. They will be quickly and happily forgotten once we get over this hill. However, not all of the practices we’ve been forced to adopt are bad. Not everything is something we should rush to “put back to normal”. No. Some things might actually be changes which can improve your firm. A silver lining is indeed there.You have likely been forced, as previously mentioned, to move all communications with your prospects/leads and clients to remote. Phone calls, emails, text messages — all are likely your new tools in servicing your contacts. With existing clients, this probably isn’t much different than usual — however, for your leads, this is likely new territory. Your intake process and signup percentage might be suffering as a result. It doesn’t have to. This is an opportunity to streamline your intake process, perfect a touchless intake, which can end up being a competitive advantage once things go back to normal.Here are our 4 steps to a perfect, automated, touchless intake. Follow this framework and you will have a sustainable, pandemic proof intake process that will be well suited for beyond the virus as well.

• Engage: Whether a prospect is calling your firm or filling out a form on your website, you must engage that person right away. Set up an automated text message to go to them as soon as they contact your firm — assuming you are unable to answer their call at that moment.
• Keep attention: It is critical to continue to keep the attention of your prospect. If they are not engaging with you, they are just contacting the next lawyer on google. Follow up after your engagement text with an email that contains a form for them to fill out. Gather some critical information about their case, but more importantly, keep them engaged so they won’t call the next firm on the list.
• Schedule: A good system will allow you to send out a link to your calendar, letting a prospect select a time for a consultation that will work for both of you. The consultation can be a phone consultation or in person, that part isn’t critical. What is critical is getting them scheduled as quickly as possible, without requiring you to do it manually.
• Nurture: As good as you are at closing a prospect, not every one of them hires you immediately after a consultation. It is critical to your process to have a good, automated follow up flow of emails and phone calls that are designed to ease the prospect into signing with your firm.

During this pandemic, we are all forced to put new processes into place. Your intake process should be able to handle an unprecedented situation like this with ease. Give this automated intake process a try now. Use this time to perfect the process — tweaking it to suit your needs. Once we are back to business as usual, you might just find that a legal workflow software is your secret weapon.