Is it worth implementing a CRM system dedicated to the industry in a law firm?

The development of information technologies, fierce competition on the market, and the desire to expand operations and development have made law firms look for modern solutions that will improve the work of the entire law firm, but also improve the quality of customer service. The coronavirus pandemic has additionally made not only law firms, but also entrepreneurs from other industries, aware that modern systems and technologies are sometimes necessary to ensure the continuity of services at the highest level. Earlier methods of operation such as a paper calendar, customer records in excel files, keeping paper documentation and information on network drives are neither convenient nor safe.

Is a CRM system for a law firm necessary? In recent years, owners of law firms have recognized the need to introduce modern technologies and are more and more willing to implement IT systems dedicated to their industry. Automation of many repetitive processes in a law office may accelerate its development, and thus provide a greater number of employees, cases and clients. The CRM system for the legal industry, in addition to process optimization, will also allow you to save time and resources, but also thanks to more effective and better customer service, it will allow you to constantly increase profits. The system available in the cloud for the office will also allow remote work, which in the era of epidemics has become a necessity in many organizations.

What is Customer Relationship Management for the legal industry?

CRM stands for Customer Relationship Management. When translated, this means customer relationship management. Thus, the CRM system for the legal industry is a system that will allow you to improve the management of relationships with the law firm's clients.

At the beginning of the 21st century, strong competition on the market made entrepreneurs look at company management differently. It was then noticed that while high profits and the quality of the services offered are important, the relationship with customers is of key importance. This is how a new management concept was created, in which CRM systems were created.

CRM for a law firm will allow you to provide customer service at the highest level, building mutual relations and trust. A satisfied client will not only become a regular client of the law firm, but also recommend its services to family and friends. This, in turn, will allow you to obtain satisfactory profits.

CRM and ERP for the legal industry - what's the difference?

Many people confuse CRM systems with ERP. Their correct distinction will allow for the selection of an appropriate system to the profile of a given activity. We have already explained what CRM is. So what is ERP? Enterprise Resource Planning is enterprise resource planning. This type of system is software supporting the management of all departments of the enterprise. It allows you to support the processes of sales, supply, storage, transport and many others. Of course, an ERP system can support customer relationship management, but not in such a comprehensive way as CRM. Therefore, the ERP system will work better in manufacturing companies.

An ERP system for a law firm could help manage the entire law firm, but in this industry, the focus is on customer relations. With a large number of employees, customers and business partners, it is easy to forget about what is crucial: handling a case entrusted by the client, handling all related processes and informing the client about the progress. A properly implemented CRM system will minimize the risk of negligence in customer relations, systematize the processes carried out in the office (such as mail handling, constructing pleadings, arranging deadlines) and will allow you to build lasting, good relationships.

Why do law firms need a CRM system?

Correct implementation of a CRM system appropriate for a given office will allow for:

  • obtaining information about all clients (their needs, problems), which in turn will contribute to planning a better development strategy for the law firm.
  • tracking the process of selling services - knowing the preferences and needs of clients, the law firm will find out which services will be the most profitable.
  • measuring employee working time - most CRM systems, including of course LegallyCRM, will allow you to check the performance of the team and the profitability of the services provided, as well as the settlement of hourly and lump-sum contracts.
  • automation of many processes taking place in the office - many activities such as invoicing, document circulation, preparation of letters, etc. are repeatable activities and their automation will save a lot of time.
  • facilitating the work of employees who provide services to the law firm's clients - incl. easy access to all information and documents, the ability to create tasks, send SMSs and e-mails - will positively affect the coordination of cases.

Implementation of the CRM system in a law firm

LegallyCRM has over 20 functionalities supporting the processes carried out in a law firm. The system dedicated to the legal industry will enable the analysis of data and reports on the office's work. CRM for lawyers will allow you to check the quality of services, profitability of performed activities and will strengthen the building of relationships with clients.

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    Izabela Praska
    Editor of, specialist in legal marketing. Specialist in LegallyCRM, FooDeliver, OrderEngine and Bookable products.