The client is an organisation in USA which provides legal services, seeking a solution which can revamp their existing system where the majority part is to integrate with the prospectus and existing clients . Droit Cloud was working with the client since 2009.
About the Customer
The client is a 25 Year old consumer litigation law firm since 1992. They(Client) had represented clients in Florida and throughout United States. They are consumer plaintiffs firm committed to ethically and compassionately representing harmed by willful, reckless or careless conduct of others.
They provide the following legal needs:
- Personal Injury ( Car accidents, Motorcycle accidents, slip & fall, and more)
- Maritime (Boat accidents, Cruise accidents, Maritime Crew accidents and more)
- Wrongful death
- Social Security Disability Benefits
- PIP collections for medical providers
- Qui Tam
- Workers Compensation
They have an extensive group of lawyers dedicated to providing clients with sound & well informed advice.They bring extensive personal injury expertise and keen strategic acumen. Have decades of extensively navigated complex legal terrain with confidence.
The Challenge
The client wanted to build a Lead Management/ CRM tool with custom software that would streamline and automate the communication process with both existing customers and new prospects. The client desired the custom software to be build in a way that would enable teams working in Operations, Finance, Sales, and Marketing to work in synchrony with each other to ensure that a prompt responses and quick solution is provided to the customers without any delay.
Needs of the client that were:
- Sales team should be able to respond immediately to the new inquiries or leads generated through SMS, Email, Websites, Calls, or Social Media Forums.
- A call management system which keeps track of all the calls and route all inbound calls to the sales team.
- Custom Reports that goes to the management team which will give them the insight of the data and customer interactions.
- Integrate 3rd party systems which the clients were using for Case Management and other reporting purpose.
“The Amount of insight we got for DroitCloud team was great , and the end product delivered was positive and notably designed”
The Solution
DroitCloud came up with an ingenious software product, which today acts as a lightening quick interaction enabler between the Sales, Marketing, Senior Management, Operations, Back Office, and Finance Departments, when it comes to solving acquiring new clients as well as existing client engagement.
The automation and streamlining of business process created by complex workflows, rules and algorithms has really paved the way for much speedy responses to client inquiries and queries, taking the customer engagement to another level.
Lead Capturing Automation from various Marketing Communication Channels
The Software was designed in such a manner which enabled to read and capture leads from multiple marketing communication channels like Emails, Textfiles, Chatscripts, SMS’s, Web services and other social media forums.
Automated Call Forwarding/Routing
The application made use of machine learning to automatically route calls linked to particular Sales dealing with a particular case. In addition there was a track of each and every call with calls forwarded from one to another Sales person if Busy.
Customer Engagement Track
The senior management can now as per rights, granted according to their hierarchical position take an entire customer engagement history to decide on the appropriate solution to be offered.
Automated Workflows
A array of very complex workflows were created to automate and standardise customer communication in 15 different services offered, that enabled immediate and prompt responses to customer via SMS,s, Calls and Emails.
How we did it
Printer Integration and Automation
Automated batch printing saved 20 seconds per print spent by an employee to print 100’s of document daily.
Auto Fax
Fax machines were integrated and fax messages were automated in whichever processes that required the fax communication.
Business Analytics
Custom Reports for the purpose of reporting and decision making were provided as another value addition.
Standardised and Automated customer communication
Very complex workflows for 15 kinds of services and 100’s of scenarios covering end to end sales scenarios were created saving at least 10 hours per week of standard communication with customers.
“DroitCloud’s team very clearly understood our requirements and delivered the solution well before time”
