How Legal CRM Enhances Client Engagement and Retention

Client retention is considered one of the main cornerstones of success for most law firms. While there are several ways to improve client retention, fostering client engagement and improving relationships overall between clients and team members is paramount to sustaining growth. Thankfully, Customer Relationship Management Software CRM, such as Law Ruler’s Legal CRM services can have an immense impact not only on your overall client engagement but also on your client retention success. Read on to learn more about how legal CRM can enhance client engagement and retention: 

What is CRM in a Legal Sense?

Before delving deeper into the ways CRM can enhance client engagement and retention rates, it’s helpful to understand what CRM means in the legal sense. After all, CRM software is applicable for virtually every business operating in our modern society. However, when it is legal-focused, it offers even more benefits for law firms. This is because legal CRM features innovative technology that is purposefully designed to direct customers through the multifaceted journey that makes up their legal pathway or sales pipeline. CRM tools effectively streamline this process by centralizing client information, promoting communication between a legal team and a client, and providing applicable insights for enhanced decision-making. In other words, a legal CRM will help you process, manage, quantify, and then follow-up with clients, promoting increased relationships and leading to greater retention.  

Benefits of Client Retention

Client retention has to do with building trust, having effective communication, and offering tailored support. Satisfied clients not only are more likely to return to you for your services if they need it once again, but they are also much more likely to become advocates for your firm. In essence, CRM systems effectively centralize data, create personalized experiences, and nurture relationships, all of which leads to improved client retention rates. Here are a few additional reasons why you want to aim for greater client retention as a legal professional: 

• Repeat clients often spend more on services than new ones because they have an established connection and trust the firm to advocate for them. 
• Repeat clients are also great resources when it comes to getting new clients (as mentioned above, they become great advocates). 
• They help your firm increase your brand image through higher conversion rates.  
• They will typically leave positive reviews. 
• Nurturing a follow-up experience with an established client demands less time and resources than attracting a new client.  

How Legal CRM Enhances Client Engagement and Retention

Now that we have considered the importance of client retention and defined what a CRM system is in a legal sense, it’s time to focus on the subject at hand; how a legal CRM can enhance your client engagement and retention rates. At Law Ruler, we are happy to walk you through our CRM system and highlight some key features that are especially helpful when it comes to client engagement and retention. Here are just a few highlights: 

Contact Management

Long gone are the days when every client’s information was stored in folders within filing cabinets. Even if you still have a paper trail for your clients, today’s modern legal offices must have a more organized and optimized system to be effective and serve their clients in a timely manner. One immensely helpful aspect of legal CRM is the centralization and automatization of client data, such as contact information.  

The intake process is streamlined with these services, and upon first communication with your firm, there are specific ways you can store information from that client, such as synced databases. This means there is no need to manually enter data and there is most certainly no need to jot it down on paper.  As part of an innovative CRM system, your contact lists are organized and centralized, even syncing with your email contacts. There are even categories of classifications for established and new clients.  

CRM systems also offer templates for client information intake that ensure all clients are entering the same type of information. There is even a One-Click eSignature option that gives your legal team the ability to capture signatures easily and speed up the legal process as much as possible. Contact management through a CRM system will basically mean that all contact information is automated and stored strategically within your system. It will also integrate with other systems you might already be using to serve your purposes more effectively. Moreover, going back and finding information is as easy as can be, thanks to this well-organized system.  

Task Automation

Another important way that legal CRM can help you establish good customer interaction and engagement, leading to better retention numbers includes task automation. Your legal team is busy and doesn’t have the time to follow up or remember to follow up with every client. Thankfully, with legal CRM, this follow-up action is done for you through an automated system. In fact, you can set any number of tasks to be automated, freeing up your valuable time to work on cases and get the best results for your clients.  

Through task automation like automated follow-ups by email or text, text and video messaging, task management tools and ChatGPT integration, as well as AI Email Assistant, you can ensure that your firm stays top-of-mind with prospects. This can also help you reduce your billable hours by automating appointment reminders, text follow-ups, and case confirmation emails.  

Through legal CRM and its innovative task automation, your team will never have to worry about missing a call or forgetting to send a follow-up email. This will no longer cost you leads, hurt your relationship with clients, or reduce your retention rate, as the system itself will automatically do these assigned tasks for your team. Just a few of the notable tasks it can do for you include: 

• Automating drip emails, campaigns and texts. 
• Softphone dialer that calls back leads before competing firms are able to make contact. 
• Using intelligent forms to properly capture client information and even prequalify leads.  

Streamlining Tool Integration

In addition to the two specific services outlined, integrating tech tools to sync and work together eliminates production bottlenecks and increases productivity. This CRM software integrates with various operations and effectively streamlines several time-consuming tasks. In other words, implementing this will not mean you have to give up systems that are working for you currently, but instead, you can make them even more effective and less time-consuming through helpful integration. Analytics, follow-ups, data entries, and more are all optimized and synced for your firm.  

Your Firm is Ready for Legal CRM

Client engagement and retention are immensely important to the continued success of your law firm. Thankfully, a legal CRM system like we offer at Law Ruler will help you grow relationships while you grow your practice. With CRM, you can effectively stay on top of leads, track important case metrics, maintain relationships and communication with existing clients, and help your team be more productive by automating various tasks to free them up to work on what matters most: your clients. Your firm is ready for this step, and taking it will help you one step closer to the goals you want to achieve for your firm. Contact us at Law Ruler to schedule a free demo and see for yourself what services could be implemented that could change the trajectory of your law firm for the better.