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Empowered a Legal Services Firm with Salesforce Optimization
We provided solutions in the form of Salesforce enhancements and brought our client a scalable workflow, increased visibility, and operational agility in the organization.
Customer
Legal Services Provider
Country / Region
United States
Industry
Finance
Highlights
Smart Contact Management
Native Metric Automation
Seamless Communication Logging
Scalable System Architecture
Client Requirements
Reduction in Internal Processes
The company was in need of an integrated interface for opportunity, account, and contact tracking where they could manage their legal cases as well as make everyday tasks easier for their employees. The main intention was to eliminate data entry attempts and raise clarity in its operations.
Third-Party Tools Replacement
The company was using disconnected third-party applications to report email logs and track key performance indicators. They aimed at unifying this functionality in Salesforce to make it more efficient, reliable, and sustainable.
User-centric UI Enhancements
An interactive, responsive UI was necessary to promote the use of this system by legal practitioners. It needed improvements so that it could be easier for non-technical users but still has all the complexity that makes business unique.
Challenges
Customization Without Complexity
This required sophisticated business logic, but one with an intuitive system that would not complicate interfaces with non-technical legal people. Functionality and ease of use played a significant role in adoption by users.
Replacing Third-Party Tools
The different tools that they used in the past to handle business metrics and communication were no longer scalable and efficient. The process of migrating such functionalities to Salesforce was to be flawless and without disruption.
Centralized Communication Activities
Legal professionals needed to send emails, log calls, and track communications without leaving Salesforce. Existing processes were fragmented, leading to loss of productivity and data inconsistencies.
Solutions
Improved Contact Management
It was created with a centralized contact section that had filtering, in-line editing, and built-in communication functionality. This enabled them to do the most important things, like sending emails and logging calls, without having to leave Salesforce, a very efficient productivity booster.
Real-time Business Insights
The custom logic was applied to compute and show vital KPIs in Salesforce. This negated the third-party tools dependency and provided certainty that the business metrics were always accurate and visible in real-time to the interested parties.
Unified Records Management
An interactive interface was developed that could allow it to handle settlement records and rightly connect it with opportunities and accounts. This resulted in consistency of the legal documentation and is on track across the different departments with respect to record tracking.
Automated Data Processes
Numerous flows and custom triggers that automate record creation, updates, and cross-record syncing were developed. Automation in the background meant that complex rules and workflows were able to run without any manual interaction, thus reducing errors and minimizing time consumption.
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Technical Stack
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COMPANY
Our client is a claim management company in the USA aiming to salvage organizations, hospitals, and universities by recovering settlements. The firm has extensive experience in settlement analysis and filing of claims and simplifies the complicated process of litigation but maximizes the result of the recovery for its clients.
Conclusion
Through the emphasis on intuitive design and smart automation, the company can now enjoy a high level of efficiency, more precise data, and less tool fatigue. Upon creating the whole change, it was scaled so that if the firm expands, Salesforce will remain a stable backbone of the company in terms of legal operations and client success.
Benefits
- Manual work reduced through automation
- Calls and emails tracked within Salesforce
- Disconnected tools successfully eliminated
- Business rules executed automatically
