Introduction to CRM4Legal Winning and Retaining Clients and Managing Matters with Dynamics CRM and CRM4Legal

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1 Client Profiles Introduction to CRM4Legal Winning and Retaining Clients and Managing Matters with Dynamics CRM and CRM4Legal CRM4Legal. Powered by Microsoft CRM. Developed by Client Profiles. New York Legal Tech New York, New York January 31, 2011

2 CRM4Legal. Powered by Microsoft CRM. Developed by Client Profiles. Today s Agenda Microsoft Introduction Quick Overview of Microsoft Dynamics Brief Introduction to Client Profiles Discussion on Industry Changes Review of How CRM Initiatives Changed CRM4Legal Overview - Phases Examples of Capturing, Managing and Leveraging Information Questions and Answer Session

3 Client Experience With CRM4Legal, we can continue to provide the same high levels of customer service, even in the face of a tough economy. [Clients] expect the staff to know who knows them in another office. We needed a CRM system that would give us a full view of our clients. We are streamlining our new-business-development research by about 30 hours a month, which enables us to respond to client requests sooner. Victoria Gregory, CRM Systems Manager, Reed Smith Client Experience Source business opportunities for more profitable client interactions Identify new opportunities via improved insight and understanding for the client Differentiate the firm by showcasing firm capabilities and proven ability to deliver Connect professionals across time zones and geographies into client pursuits Coordinate firm approach to client and pipeline management

4 Challenges of Client Experience Prioritizing business prospects and growing profitable clients Increasing competition for client wallet share Insight into client Client Experience Connecting the right professionals into business pursuits Complex and hard to use tools

5 Effective Client Experience FAMILIAR Natural & Personal INTELLIGENT Insightful & Actionable CONNECTED Collaborative & Integrated

6 Microsoft Dynamics CRM at a glance Fastest growing CRM application of all time across all industries and all markets Billion Dollar Business Solutions division of Microsoft Over 23,000 customers worldwide from small to enterprise clients Over 1,200,000+ users in more than 80 countries Global network of 4,200+ software and services partners Native Office/Outlook experience Outlook, SharePoint, Etc.. Full CRM suite of marketing, sales, and service Multi-language / Multi-currency with more than 40 languages On-Premise or Hosted (SaaS) Delivery

7 The Law Firm Industry Has Changed? Legal services spends are down Heavy pressure to reduce costs The is more competition Competition is aggressive Competition is creative Competition is more sophisticated Pressure on fee agreements Industry and case expertise More and more boutiques Pressure to retain clients and win new business is intense

8 A Different Approach!

9 What Is Dynamics CRM4Legal? CRM4Legal is the product that is changing the way law firms define, implement and use CRM solutions Momentum: 20,000+ Legal Users Worldwide 26 New System Installations in New Implementations in Process Conversions from InterAction and Cole Valley Single Largest Legal CRM Installation Worldwide

10 A Pattern Has Been Identified InterAction implementations: 60% of AmLaw 200 CRM promise fades within Legal Industry Firms regaining confidence in CRM Client Profiles company 27% Average Annual Growth Since 2006 CRM4Legal 15,000+ Seats Implemented Since 2006

11 Where Firm s Focused in the Past Marketing Databases and List Management Business Development Databases Manual Contact Contribution Mailing Lists Glossy Brochures Advertising Blasts Who Knows Who?

12 What Today s Firm Are Doing Standard Marketing Business Development Tools (Plus) Business Intelligence (More than Marketing) Relationship Analytics (Who Knows Who Plus) Full Entity Management / 360º Knowledgebase Contacts Companies Clients Matters Industries Related Parties / 360 Degree View of Entities In-depth Reporting Dashboards and Metrics Who, What, When, Where, How, etc. Social Media Integration 6 Degrees of Separation

13 What Today s Firms Expect Expectations and requirements have changed Lawyer participation / contribution is critical Relationship Intelligence Strength Management Outlook based user interface / applications Tight integration with existing systems / databases Contact / Company / Client / Matter / Entity Management Sophisticated emarketing and Communications On-Line Connectivity for External Contacts Event and Campaign Management Social Networking Connectors Mobility and Off-Line Mode Take it to go Global Access to Information - now DashBoards, Metrics and Reporting

14 Client / Key Account Teams 60% of firms report having a teaming" initiative in place How do we know where we are doing business? How do we know where are strengths lie? How do we know where we are the weakest? How do we know what contacts we have? How do we know what relationships exist? Where do our greatest opportunities exist? Without technology to support this business data, it will be virtually impossible to be effective

15 Simple is Better (Outlook)

16 Stop Trying To Push the Rock Up-Hill Are the lawyers going to take time to enter contacts into CRM? Can we change the business process to drive user adoption? Do lawyers really want to use traditional CRM?

17 Capturing Contacts Auto-Track in CRM Outlook Sync Services Contribution of Contacts Passive Participation

18 Harvesting Data (this data already exists in your other systems) Clients Matters Lawyers Industries Case Types Offices Financial Data Timekeeper Info Related Parties Etc..

19 Supporting & Strengthening the Data Traditional view of CRM Systems Contacts Companies Clients Mailing Lists Owners The value lies below the surface: Business Intelligence Relationship Analytics 360 View of Entities Contacts Companies Clients Matters Relationships Related Parties Lawyers Key Client Teams Practice Areas Offices Industry Groups Trade Associations

20 Is the Juice worth the Squeeze? We want the lawyers to go to the CRM/xRM system We better make it worthwhile or they won t come back The data has to be valuable

21 Accelerating CRM (CRM +Plus) More than traditional business development tools More than mailing list management More than just trying to get user adoption More than who knows who

22 CRM Platform vs. CRM Application Critically Important to differentiate this point Microsoft Dynamics CRM is an application development platform not a canned proprietary CRM application The system is highly customizable and easy to modify It is designed to be tailored The system is designed to fit around your practice Thousands of companies are on top of the Dynamics platform Dynamics technology is advancing very quickly

23 Law Practice Business Intelligence The science of relationship analytics It isn t just who knows who anymore A single view of all entity information One centralized entities database Harvesting tools for accumulating information Auto-generating relationship crawlers Up-to-date data that is connected to the lawyers Filtering and delivering just enough data via Outlook The result is: maximizing critical contact, company and relationship information to drive good lists, segmentation, and targeted communications!

24 Phase 1 CRM4Legal: A Better Mouse Trap A New Approach to a distributed marketing & business development systems Powerful Core Marketing Functionality Strategic Business Development Functionality Built From Within Outlook Lowering the bar on ease of use Integrate lawyer tools to capture data Automatic Harvest and Relationship Reporting Native Integration with SharePoint Synchronization with legacy systems Elite, Aderant, CP, Juris, Etc..

25 CRM4Legal Outlook Application

26 Outlook Contacts Centralized Database

27 Relationship Intelligence

28 Phase 2 - CRM4Legal: Beyond Traditional CRM Extended Tools for the Lawyer Concept of a Client/Matter/Contact Portal Relationship Crawler / Relationship Mining Industry Team Tracking Client Plan Management Cross Selling Tools Business Development / Opportunity Tracking & Reporting Matter and Case Information Management Deal / Corporate List Tracking Expert Witness / Referral Management Integration and Synchronization with Time & Billing SharePoint Integration

29 Client Team Tracking

30 Financial Systems Integration (Client Portal)

31 Key Discoveries from Initial Phases Early CRM4Legal efforts exposed the real issues Firms have hundreds of custom databases Suffer from major database obsolescence Technical support requirements were huge High degree of internal frustration Silos of Information Lack of effective integration Significant duplication of effort / data entry

32 Phase 3 - CRM4Legal: Extending CRM Functionality Introducing Microsoft Dynamics CRM 2011 xrm Platform (Extended Relationship Management) Application Development Framework Powerful Workflow Tools Deep SharePoint Integration Convergence of CRM and Case & Matter Management Outlook Based Case / Matter Portal Browser/Web Client Case & Matter Homepage Firm-wide Contact and Entity Management New Business Intake / Conflict of Interest Core Case Management Application Modules

33 Client Profiles EM 2 Enterprise Matter Management

34 Client, Matter or Case Homepage

35 Lawyer Desktop My Matters Workspace

36 CRM4Legal: Flexibility and Choice Deployment Flexibility On Premise On-Line (Microsoft Hosted SaaS) Private Cloud (Law Firm Hosted) Licensing Flexibility Advanced CAL Light / Limited Use CAL xrm / Framework CAL Purchasing Flexibility Traditional Licensing Purchase Enterprise Agreement Attach (EA Attach) Subscription Based Licensing (SaaS)

37 Website:

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