Salesforce Implementation for a Legal Services Firm


Optimizing data structures and data capturing mechanism to support BI solutions, helping optimize marketing spend.

Tools & technologies


The client required a CRM system that not only allows measurement of the return on their marketing investments but also efficiently qualifies, sorts, and assigns large numbers of inbound leads to team members using a comprehensive qualification process which included call scripting, follow-ups, lead scoring, document fulfillment, and automated case assignment. Moreover, the system also had to support communication between the law firm and its many affiliates to ensure the optimal customer experience.

Our Solution

We used iterative, prototype-centric requirements and design processes to implement a mature CRM system from scratch, which leveraged out-of-the-box Salesforce capabilities and Salesforce App Exchange partner technology, along with creatively applied custom code to tie all the parts together.

The Results

Since implementing Salesforce, client has experienced faster, more reliable performance because of the smooth operator scripts and workflows. At the same time, their 24-hour call center has also seen an exponential increase in the uptime along with increased productivity because of the available 3rd party integrations.

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