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Table of Contents 1 Welcome to rujulcrm-legal... 2 1.1 How CRM is Useful... 2 1.2 The Impact of Technology on CRM... 2 1.3 The Benefit of CRM... 2 1.4 Why SugarCRM... 3 1.5 Overview of rujulcrm... 4 1.5.1 Marketing Automation... 4 1.5.2 Document Management... 4 1.5.3 Communication Management... 4 1.5.4 Back Office, Time Tracking & Billable Time Log... 5 1.6 rujulcrm for Law Firms... 6 2 rujulcrm Module Wise... 7 2.1 Personalized Dashboard... 7... 7 2.2 Client Management... 8... 8 2.3 Principal Client Management... 9... 9 2.4 Call Management...10... 10 2.5 Meeting Management...11... 11 2.6 Task Management...12... 12 2.7 Target Management...13... 13 2.8 Document Management...14... 14 2.9 E-Mail Management...15... 15 2.10 Campaign Management...16... 16 2.11 Hearings Management...17... 17 2.12 Case Management...18... 18 2.13 Time and Bill Management...20 Overview... 20... 20 2.14 Administration Management...21... 21 2.15 Reports...23... 23
1 Welcome to rujulcrm-legal In any Legal practice, we are often asked how to manage clients information efficiently with the help of software. But it is unusual for legal practitioners to inquire about implementing a well-organized IT solution to organize themselves and maintain client relationships. That needs to change. Your clients and potential clients are changing their attitude about how to get answers to legal queries. To gain their attention and new business, you need to connect with them efficiently. A CRM - Customer Relationship Management system can be the key for maintaining a healthy and up-to-date relationship with the existing and past clients. It can be a foundation for attracting new business. 1.1 How CRM is Useful CRM maintains categorized lists of clients, prospects, and other important contacts. For each one it stores addresses, phone numbers, e-mail addresses, legal needs and interactions with you, plus a wealth of biographical information. The application tracks your interactions with clients and prospects, allowing you to engage with them on a personal level. It keeps their personal information fully secured with the high tech security layers in the application. CRM gives you a systematic approach and accessible, comprehensive information. You get superior results with your CRM-directed marketing efforts. 1.2 The Impact of Technology on CRM Technology and the Web have changed the way companies approach CRM strategies because advances in technology have also changed client behaviour and offers new ways for law firms to communicate with client and collect data about them. With each new advancement in technology especially the proliferation of self-service channels like the Web and smartphones, client relationships are being managed electronically. Many aspects of CRM relies heavily on technology; however the strategies and processes of a good CRM system collect, manage and link information about the client with the goal of letting you market your services effectively. 1.3 The Benefit of CRM The biggest benefit most businesses realize when moving to a CRM system comes directly from having all your business data stored and accessed from a single location. Before CRM, client data was spread out over office in files, folders, productivity suite documents, email systems, mobile phone data and even paper. Storing all the data from all sources in a central location gives your firm and your employees immediate access to the most recent data when they need it. You can collaborate with ease with CRM systems and it helps you and your firm to develop efficient automated process to improve business processes.
1.4 Why SugarCRM SuiteCRM, Sugar s open source version of its Professional Edition, is one of the world's leading providers of open source CRM software for small, medium and large companies. SuiteCRM offers a flexible, cost-effective alternative to proprietary applications. SuiteCRM is used by over 3,500 commercial organizations worldwide. Many of these clients run the free, open source version of SuiteCRM whilst they drive the widespread adoption of CRM software, culture and processes throughout their business. SuiteCRM's open source architecture allows us to rapidly customize and integrate customer-facing best practices and your proprietary business processes. The vast majority of the time law firms prefer to host within their own fully secure internal data center. You are not locked into any deployment option. SuiteCRM is helping people to rethink how technology can help companies manage customer relationships. Sugar, the market leading commercial open source CRM application, delivers a feature-rich set of business processes that enhance marketing effectiveness, drive sales performance, improve customer satisfaction and provide executive insight into business performance. Supported by deep collaboration and administration capabilities that adapt to how your company operates. SugarCRM comes in the following editions. Sugar Community Edition - Open Source version, free of license fees SuiteCRM the open source version of Sugar Professional Sugar Professional - a paid version offering more advanced features for which SuiteCRM is a free version Sugar Enterprise - the enterprise edition with offline capabilities & Oracle support
1.5 Overview of rujulcrm RnR s rujulcrm is a leading web based solution tailored with state-of-the-art on-demand CRM software solution for the legal industry that manages your clients cases, forms, documents, appointments, accounts, events and billing & invoice. rujulcrm provides: Marketing Automation Document Management Communication Management Back Office, Time Tracking & Billable Time Log 1.5.1 Marketing Automation With stiff competition it is important to properly market your Law Firm. RnR s rujulcrm Marketing Automation tool allows you to create and track leads, move leads through the pipeline as they advance, maximize the effectiveness of your campaigns, use custom lead segmentation to deliver specialized messages, group leads and clients into specific lists, quickly arrange e-mail marketing campaigns and clearly review reports for analysis. 1.5.2 Document Management Document management solutions of RnR s rujulcrm saves your time and money providing you with full access to your firms database in real-time from any location. You no longer have to drag the countless documents home. With all the data in a central location you can view your documents on a single platform anytime, anywhere. The feature is as follow: Unified repository for improved control and management of your documents; Maintains your document revisions; Share and control your documents company wide; Track all your documents related to a case from within one location in real time; Preview your documents in PDF. 1.5.3 Communication Management You no longer have to manage multiple programs to keep up with your daily communications. rujulcrm s Practice Management allows communication management, e- mails, phone calls and meetings to be maintained within a single platform. The feature is as follow: Manage all your communications within one platform; Access all your contacts information; Automated alerts for follow-ups, calls, meetings, etc.
Communication Management is a breeze with RnR's rujulcrm Software; you can quickly view the entire history of any contact while linking them to documents, cases and marketing campaigns with a time-based drilldown of every interaction. The automated alerts function reminds you of follow-up calls and upcoming meetings. 1.5.4 Back Office, Time Tracking & Billable Time Log The Practice Management of rujulcrm doesn t stop at managing clients and cases. However, you can also manage your entire Back Office including tracking time and calculating the billable time. The feature is as follow: Log time for an entire day or week in a single intuitive view; Automatically calculate the time you've worked on cases; Reporting Tools help you to drill down to the actual information you want to see.
1.6 rujulcrm for Law Firms rujulcrm maximizes the returns on your marketing investment by generating reports that show the rate of conversion for each marketing avenue (such as referrals, website, TV advertisements etc.). You may also observe surprising trends of a particular method working well during a specific period, which you would have missed without CRM. rujulcrm stores all relevant client information including contact details, case details and background centrally, enabling easy access and retrieval of relevant information across the firm. By generating the relevant reports, the CRM software can help you quickly identify conflict of interest scenarios in case of new clients, or existing clients who want your services in another area. With cases being handled by different attorneys not everybody in the firm knows the details of all cases, and without CRM the possibility of taking on a conflict to interest case is high, leading to unpleasant consequences. rujulcrm enables cross-referencing client information in the system, making it possible to identify groups of clients within your existing database that have similar legal needs. This information can be used to create unique and customized marketing messages targeted towards specific groups. Such messages have greater chances of generating a response and resulting in a new business relationship. RnR s rujulcrm enables easier client communication. Changes made to client contact details anywhere in the system get automatically updated throughout the system. This ensures that your client contact list is always up-to-date; if you were to send a general communication to all clients i.e. New Year greeting you can be sure that no one will be missed out.
2 rujulcrm Module Wise 2.1 Personalized Dashboard Dashboard allows a custom home page to be created for each user showing the most relevant information to them e.g. Managing Partner sees all opportunities for all fee earners, whereas a fee earner sees a list of their key clients. Dashboard has following features: Provide Partners, Fee Earners and Support Staff with real-time information about leads, opportunities, accounts and cases Role based information access Automatic consolidation of sales data from across teams Figure 1: Personal Dashboard
2.2 Client Management Client Management manages your prospects for your product or service. Clients may come across through word of mouth, a referral, or as a result of your outbound sales and marketing program. rujulcrm provides you with a wide variety of fields in which you can capture valuable data about your Clients. rujulcrm's Clients module consists of individual prospects who may be interested in a product or service your organization provides. Client Management has following features: Out of the box stock fields Connect to the principal client to which the client belongs too Configure the client s assistant if any Track the campaign, if any, from which the client originated DND Do Not Call to the client Client s Status description or other information Other important fields such as mobile, fax, email address, etc. Figure 2: Client Management
2.3 Principal Client Management Principal Client Management manages a client which represents an organization, division, or department. It helps you to better organize the various relationships you maintain with different organizations and companies. Principal Client Management has following features: Shows the campaign, if any, from which the principal client originated Designate a parent-child relationship between the Principal Client and another Client in rujulcrm View all archived emails and documents associated with the principal client View all the cases the principal client is connected with Figure 3: Principal Client Management
2.4 Call Management Call Management allows you to open, upcoming or closed call records logged by users in your organization. There are various ways you can create calls in rujulcrm such as via the Calls module, Calendar module, Importing calls, etc. Users can also log calls via the Activities subpanel on related module records (e.g. Principal Client, Clients, etc.), which automatically creates a relationship between both records. Call Management has following features: Differentiate between Inbound and Outbound calls Set a reminder (Popup and Email) alert for invitees Connect a related module record to a call Set the current status e.g. Planned, Held, Not Held of the call Figure 4: Call Management
2.5 Meeting Management rujulcrm's Meetings module consists of open, upcoming or closed meeting records logged by users in your organization. There are various ways you can create meetings such as via the Meetings module, Calendar module, Importing meetings, etc. Users can also schedule meetings via the Activities subpanel on related module records (e.g. Principal Client, Clients, etc.), which automatically creates a relationship between both records. Meeting Management has following features: Add location and duration of a meeting Create invitees as Clients and Users Set a reminder (Popup and Email) alert for invitees Connect a related module record to a meeting Set the current status e.g. Planned, Held, Not Held of the meeting Figure 5: Meeting Management
2.6 Task Management Task management consists of managing individual tasks throughout your organization. Task records can be related to one record in most modules via the relate field and can also be related to a single Client. There are various ways you can create tasks in rujulcrm such as via the Tasks module, importing tasks via Activities subpanels, etc. Once the task record is created, you can view and edit information pertaining to the task via the Tasks detail view. Depending on the details on the task, you may also be able to view and edit the task information via the Calendar module. Task Management has following features: Assign task to a particular user Duplicate task for more than one user Mention the date and time the task is due to be completed Set the priority or importance of the task e.g. High, Medium, Low Set the date and time the task is to be started Set the current status of the task e.g. Not Started, In Progress, Completed, etc. Figure 6: Task Management
2.7 Target Management rujulcrm's Target module consists of individual people who are unqualified prospects that you have some information on, but is not yet a qualified client. Information (e.g. name, email address) regarding these targets are normally acquired from business cards you receive while attending various trades shows, conferences, etc. Targets in rujulcrm are stand-alone records as they are not related to clients or Principal Client but can be tracked form a campaign. Target Management has following features: DND Do Not Call target DNM Do Not Mail target Mention target s assistant and his phone number Other details are also included irrelevant of mobile number, residence number, email address, alternate address (e.g. billing or shipping), etc. Figure 7: Target Management
2.8 Document Management Document management gives your users a way to access and update company-specific files. These files can range from internal policies to customer-distributed content. There are various ways you can create documents in rujulcrm such as via the Documents module and via the quick create menu. Document Management has following features: Name or designation of the Document (Defaults to the filename of the Document) Document type e.g. NDA, Mail Merge, License Agreement, etc. Expiry date of the Document Most recent revision number for the Document Document record that is related to this Document and its current revision Browse documents in a list view Link a document to another module of rujulcrm View notifications of updated documents on the home page View transaction history of documents Integration of documents in the global search engine of rujulcrm
2.9 E-Mail Management rujulcrm's Email module allows users to receive and send email through the application using their personal email address or a group inbox. Users have the ability to view email through the application and also the ability to store email in it. Email stored in rujulcrm may then relate to other records such as Principal Client, Clients and many others. E-Mail Management has following features: Add attachments from within and outside the application Relate a module or record to an email Other basic functionalities such as Subject, Cc, Bcc, To, From, etc. Figure 8: Email Management
2.10 Campaign Management Campaigns module is used to create and manage email and non-email marketing and advertisement campaigns for your organization. An email-based campaign is used to send mass emails or a series of newsletter emails to individuals with whom you have an active or growing relationship. The result of each campaign is recorded to measure the success of your campaigns. Campaign Management has following features: Assign cost and budget to a campaign Calculate expected cost of the campaign Calculate expected revenue stemming from the campaign Current status of the campaign View Campaign dashboard Email marketing incorporated Campaign reports Newsletter management Figure 9: Campaign Management
2.11 Hearings Management The Hearings module consists of individual hearings throughout your organization. Hearing records can be related to one record in most modules via the relate field and can also be related to a single client. Hearings can hold generic text about a case or even an attachment related to the case. There are various ways you can create hearings in rujulcrm such as via the Hearings module, importing hearings, via History subpanels, etc. Hearings Management has following features: Facility to attach an optional file to the hearing Relate the hearing with any case or client Details and content of the hearing Add a subject or designation to the hearing Figure 10: Hearing Management
2.12 Case Management rujulcrm's Cases module consists of all the cases that have already been filed or are in the process of hearing in a court, irrespective of the nature and location of the court. Case Management has following features: Assign cases to users i.e. advocates Add opposition parties and advocates Add judges Attach case documents Keep track of hearings Create and add Principal Client and Clients to cases Keep track of all the meetings, calls and tasks related to a case in one window Automatically calculate hours spent on a case
Figure 11: Case Management
2.13 Time and Bill Management Overview Suite's Time and Bill module enables users to quickly and easily track time on cases. This module makes time logging, tracking and reporting effortless. Time and Bill Management will have following features: 1. Log time for an entire day or week in a single intuitive view 2. View exactly how much time you've worked on cases 3. Includes Reporting Tools to drill down to exactly what you want to see 4. When generating time reports, you can filter by project, user, start and end time 5. Separate billed and unbilled time Figure 12: Time and Bill Management
2.14 Administration Management Administration management contains the access of an administration panel to a specific user who has the responsibility of taking care of the settings and maintenance of the application. The admin panel has following features: User Management: Enable you to understand user types, access user management, create users, manage user information and edit or delete multiple items from a list. Manage Roles: Enable you to define role characteristics, access roles, create roles, set role privileges and create duplicate roles. System Management: Configure system-wide settings according to the specifications of your organization. Users can override some of the default locale settings within their user settings page. Configure Email Settings: Configure outbound and inbound emails in order to enable users to send out email and newsletter campaigns. Configure Inbound Email: Enable you to access and set CRM monitored inbound email settings such as basic setup, email handling options and configuring monitored mailboxes. Access Developer Tools and Studio: Enable you to access the Developer Tools and Studio. Edit Layouts: Enable you to make basic customizations to module layouts. Create and Manage Fields: Enable you to create, edit and delete fields. Create and Manage Drop-down Lists: Enable you to use the Dropdown Editor to create custom drop-down lists and edit custom and standard drop- down lists. Edit Labels: Enable you to edit labels for a module. Rename and Configure Module Tabs: Enable you to rename module tabs, configure the tab display and order and configure group tabs.
Figure 13: Administration Management
2.15 Reports rujulcrm reporting turns data into useful information so you get the correct information when you require. If you re a manager, you can monitor performance across your entire business including marketing analytics, sales trends, case reports, and customer profiles. If you re an individual user, customizable dashboards meet the requirements of your specific role as well as help you track key metrics across the organization. Reports have following features: Monitor the effectiveness of marketing programs, sales opportunities, and support cases Share/restrict access to reports and dashboards across users Present user-specific information about sales opportunities and progress Customize charts and reports based on key metrics Consolidate sales information from across the business for executives Track which channel is most/least profitable Replicate successful campaigns in a few simple steps Monitor the effectiveness of case responses Parse by legal domains, time, geography, and other attributes Deliver relevant reports based on concrete data