CRM and Case Management for a Law Firm
Implementation of a business process management system (CRM and Case Management) for a Law Firm
Key challenges of the client: The need for centralization of case management, ensuring transparent control over the work of lawyers, and strict segregation of access to confidential information.
Implemented solutions:
1. Project-matrix architecture and structuring:
◦ A project-matrix structure with multi-funnels has been implemented, divided into four main subdivisions: General Management, Sales Department, Legal Department, and Office (internal processes).
◦ Each new client case is implemented as a separate Project ("Client Case"), which centralizes all tasks, documents, and financial data.
2. Dual-loop business processes (Multi-funnel):
◦ Two interrelated objects (processes) have been configured: "Deal" (for the sales/finance department) and "Open Case" (for legal support).
◦ The sales funnel ("Deal") manages commercial stages (New Client, Consultation, Payment for Service). Key trigger: successful payment for service automatically initiates the creation of a legal case.
◦ The lifecycle of the case ("Open Case") consists of 7 stages (for example, Case Timeline, Preparation of Materials, Court Process, Case Closure).
3. Flexibility and control of legal cases:
◦ The ability for flexible movement of the case between stages has been ensured (including returning to previous steps or starting the process anew), which is critical for unpredictable legal situations (change of judge, reorganization).
◦ Standard checklists/subtasks have been configured for each stage of the case, which the lawyer must complete before moving the case to the next stage.
4. Data security and work control:
◦ Strict segregation of access at the user field level has been implemented: executing lawyers do not see fields related to financial information (cost, payment, deal amount).
◦ Time tracking for lawyers has been implemented, allowing management to monitor the actual time spent on task execution.
◦ Automatic reminders have been configured to monitor deadlines in cases.
5. Scalability:
◦ The system architecture is flexible and allows for further scaling to add new areas of activity and create virtual offices in different regions.
Key challenges of the client: The need for centralization of case management, ensuring transparent control over the work of lawyers, and strict segregation of access to confidential information.
Implemented solutions:
1. Project-matrix architecture and structuring:
◦ A project-matrix structure with multi-funnels has been implemented, divided into four main subdivisions: General Management, Sales Department, Legal Department, and Office (internal processes).
◦ Each new client case is implemented as a separate Project ("Client Case"), which centralizes all tasks, documents, and financial data.
2. Dual-loop business processes (Multi-funnel):
◦ Two interrelated objects (processes) have been configured: "Deal" (for the sales/finance department) and "Open Case" (for legal support).
◦ The sales funnel ("Deal") manages commercial stages (New Client, Consultation, Payment for Service). Key trigger: successful payment for service automatically initiates the creation of a legal case.
◦ The lifecycle of the case ("Open Case") consists of 7 stages (for example, Case Timeline, Preparation of Materials, Court Process, Case Closure).
3. Flexibility and control of legal cases:
◦ The ability for flexible movement of the case between stages has been ensured (including returning to previous steps or starting the process anew), which is critical for unpredictable legal situations (change of judge, reorganization).
◦ Standard checklists/subtasks have been configured for each stage of the case, which the lawyer must complete before moving the case to the next stage.
4. Data security and work control:
◦ Strict segregation of access at the user field level has been implemented: executing lawyers do not see fields related to financial information (cost, payment, deal amount).
◦ Time tracking for lawyers has been implemented, allowing management to monitor the actual time spent on task execution.
◦ Automatic reminders have been configured to monitor deadlines in cases.
5. Scalability:
◦ The system architecture is flexible and allows for further scaling to add new areas of activity and create virtual offices in different regions.
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