Salesforce Implementation for a Legal Service Firm
**Overview**: Enhancing data structures and methods for data collection to support business intelligence solutions, thereby improving marketing expenditure. **Challenge**: The client needed a CRM system that not only tracks the returns on their marketing investments but also efficiently qualifies, sorts, and allocates a large volume of incoming leads to team members. This process involved a detailed qualification method incorporating call scripts, follow-ups, lead scoring, document fulfillment, and automated case assignments. Additionally, the system had to facilitate communication between the law firm and its many partners to ensure a top-notch customer experience. **What We Did**: We adopted an iterative, prototype-driven approach to requirements gathering and design to develop a robust CRM system from the ground up. This system utilized standard Salesforce features, leveraged technology from Salesforce App Exchange partners, and involved custom coding to integrate all components effectively. **Results**: Since the deployment of Salesforce, the client has witnessed improved speed and reliability due to optimized operator scripts and workflows. Furthermore, their 24-hour call center has experienced a significant increase in uptime and productivity, aided by third-party integrations.