Updated: Sep 16
The use of Customer Relationship Management (CRM) software in the legal sector is growing rapidly in the Middle East. In these challenging circumstances, law firms need to compile information and have all data in one place for each aspect of business development and client management within the firm in order to stay competitive in today’s economy.
Salesforce CRM systems enabled strategy aimed at identifying, targeting, acquiring, and retaining the best mix of customers. It helps in profiling prospects, understanding their needs, and building long-term relationships with them by providing suitable solutions with a very high level of customer service. It helps integrate back and front office systems to create a database of customer contacts, purchases, information requested, technical support, etc. This allows firms to present a unified face to its customers, and improve the quality of the relationship.
In a large law firm, it is easy to make the argument that CRM systems can assist in coordinating client information and client relationships. We believe that the larger the firm, the more critical it is to keep control of what each area is doing. Generally, the more clients you have, and the larger the firm, the more important it is to have some sort of central solution that keeps track of firm-wide clients and prospects.
In small firms, there is often a wrong belief that CRM systems are not really needed because everyone in the team knows each other, also because of the limited base of clients. However, in reality, individual partners and departments are focused on their existing client commitments and rarely step back and take time to look at the firm’s client base as a whole. Moreover, the data is often not held in a format suitable for marketing.
Legal industry challenges
It concludes that Legal ﬁrms are currently facing many challenges in the market, some of them are:
1- Competition/Acquiring new Clients
2- Demand for Specialized Solutions
3- Expectations of more services with lower rates
4- Time spent on Administrative Tasks: (Non-Billable)
5- Lots of Legal tech solutions in the market
What are the common problems?
Having a huge legacy of poor quality data, and the prospect of cleaning this is a mountain too big to climb: contact names are held in the legal format.
Company records are often not attached to individual contacts.
Reporting is not very flexible so filtering the data is not practical either.
What are the key reasons to use a CRM?
Here are 8 key reasons that most law firms have been leveraging Salesforce CRM to build, maintain, and improve their practice:
Centralizing your customer data will allow you easy tracking and fast integration of any contact you and your legal team may have with an existing or potential client. The CRM not only has up-to-date contact information, but it will also store relevant documents and track all customer interactions – all in one place.
Organize important tasks especially when you meet a prospective client and you want to be sure to do a proper follow-up. CRM made this task an extremely easy and organized one. All you have to do is to set reminder notes to contact him or her and assign deadlines and objectives. Thus, you can clearly check on the progress of the follow-up by going online and looking at that customer record. This is particularly beneficial as your firm grows and you struggle to keep up with the increased flow of tasks.
Automating marketing functions while you probably think that marketing actions aren’t the core of your business, and it’s not worth doing marketing as you already have many other things to do on a daily basis. However, you need “spread the word” about your firm staying in front of potential clients. With a good CRM, you can easily automate marketing actions so they won’t take much of your time. For example, it will, in fact, save you time for prospecting and it will essentially allow you to reach more potential clients consistently.
Tracking every customer interaction and understanding all aspects of customer engagement.
Manage all documents in one place. We know that you generally have dozens of documents for each client and it’s not easy to classify, retrieve, or even share them with your colleagues. With Salesforce CRM, documents can easily be organized in folders and they can be shared with your colleagues, deleted, archived, or easily modified.
Analyze data by running reports. If your goal is to set up a marketing campaign to reach your target audience, Salesforce CRM can provide reporting that will track whom you’re reaching, how successfully you’re completing the process, and give you instant insights.
Retain your existing clients by scheduling regular, methodical communication processes. This could be in the form of an automated client newsletter or other marketing content.
Coordinate social media posts. Even attorneys need digital interactions with potential clients; social media is one venue to reach your targeted audience. A CRM can help you stay top of mind.
What is Salesforce customer relationship management?
it is a cloud-based customizable platform with the necessary tools that can be built and adjusted for your ﬁrm’s operation to help you automate your daily tasks and focus more on bringing more business and achieve growth.
The need for a CRM solution grows quickly in the legal ecosystem every day. Law firms can no longer afford to ignore the need for a centralized place to manage all the firm’s relationships.
At ZCloud Consultancy, we customized our efforts to find specific answers for law firms. We can work together to build your tailored cloud-based solution to help improve your business. Talk to us!