Webinar Recap: CRM + Case Management: Scaling Firms for Growth

As law firms grow, so do the complexities of managing both new leads and active cases. That’s why firms turn to purpose-built software to support each phase of the client journey, from intake to active cases and beyond. But having the right tools isn’t enough. Growth doesn’t come from stacking tools; it comes from connecting them in ways that simplify work and strengthen the client experience.

In our latest webinar, we were joined by Amanda Connolly, senior account manager for partnerships at MyCase, to break down the differences between CRM and case management platforms, and how the two software complement each other over the course of the full client journey.

Time stamps of key takeaways

6:59 — Defining CRM and case management

Blake and Amanda opened the session with a clear breakdown of CRM versus case management platforms. CRMs are designed to manage leads and long term relationships, while case management systems take over once a client signs on. Think of the CRM as your engine for intake, marketing, and referrals, and case management as your legal operations hub.

11:21 — How the platforms work together

It’s important to view the client experience as a full journey, from first touch to final invoice. CRMs help with both prospects and former clients, while case management handles everything for active matters. Integrated properly, the two systems ensure a seamless, end-to-end experience for both clients and staff.

23:22 — Tracking & reporting across systems

Tracking data across both platforms provides valuable visibility into what’s working and where things fall off. By combining CRM and case management insights, firms can uncover trends, identify bottlenecks, and make better-informed business decisions all from a single source of truth.

27:29 — Keys to success for scaling systems

Rather than piling on more tools, growth-minded firms focus on making their existing systems work smarter. Blake and Amanda shared practical tips for aligning tech with firm goals, building simple and effective processes, and setting teams up for success through thoughtful implementation and training.

41:03 — Highlights from the Q&A

The Q&A touched on common pain points and practical solutions. Attendees asked about syncing data across platforms, training teams effectively, and where automation adds the most value. One clear takeaway: Firms want technology that feels like an extension of their team, not another tool to manage.

Webinar slide deck