A Law Firm's Digital Transformation Story

Overview: Automation, Data Integration, and Improved Business Processes on the Salesforce Platform

Our client is a nationally recognized law firm facing inefficiencies in handling the intake of potential clients. Their client base is made up of a high volume of class and mass action lawsuits. Our client needed a solution with enhanced standardization and onboarding so they purchased Salesforce's Service Cloud Voice.

Results:

• An enhanced end-to-end architecture in Salesforce
• Guided call flows to determine if a potential client is eligible for a class action
• Implemented the ability to record transcripts of calls to eliminate manual notes and reduce time
• Standardized communications with the use of communication templates
• Real-time supervisor monitoring to ensure proactive risk management and help with quality control
• Creation of dashboards and reports to display call metrics and analytics