Enhance Your Legal Operations with Personal Contact Management for Legal Services

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welcome to law rulers how to streamline your client intake process my name is scott clayson i will be your host here for the next i don't know 45 minutes or so as we walk through why and how the client intake process is so important for a law firm and more importantly why you're here today how to streamline that to make it as efficient as possible i do have a a guest with me here from law rule who i'll introduce in a couple of minutes and we'll we'll get into our agenda so a couple of uh housekeeping items everyone who is attending here is on mute um i do that you should see i think it's at the bottom of your screen a q a icon um feel free to ask any questions that come up over the course of the webinar um we may not get to him immediately the the question but i guarantee we'll we'll get to it before the end and there will be a separate q a um section the time that we have carved out at the end that we can go back and forth if there are further questions we um reserve the right to not necessarily have the answer to your question uh and we will be following up this webinar with an email so that uh with a link we can watch this at your leisure and if there is a question that we were unable to answer we'll be sure that to include that in the email so without any further ado let's go ahead and get started and take a look at our agenda here gonna do some introductions who am i who's my guest from from la ruler what are we all about i want to get that out of the way a little bit and then get into the kind of the the meat of of why you're here and that is how we're going to streamline our intake process and there's a couple of main learning objectives that we want to get through and the the first one we're going to lean into is automation and why you want to rely on automating the process as much as possible when you are working with with new clients and new potential clients the the second pillar here is the idea that most of the work that you do when it comes to taking in a client um doesn't stay there and shouldn't stay there it should move down the pipeline of the various tools that you use to manage the your workload as a law firm and to manage a case to come to its um the hopefully the the right outcome that you want for your client how can you do that from the beginning is something we'll cover in our second objective and then third we'll talk about while we want to talk about automation we want to talk about how to move information down the pipeline we also want to emphasize the point that you it you've heard this term i'm sure a million times the kiss theory you know keep it simple stupid keeping things simple actually there's there's an advantage to that and we're gonna short sort of show you how that can be done and make this um not only simple but a seamless process as you are interacting with leads and those leads become new clients and those new clients become a regular piece work for you okay so let's uh we'll then have that q a session for you and then we'll we'll wrap up things and then we do have a question we want to ask you at the end so we should be getting through this in about 45 minutes i'm willing to bet um you know we'll we'll see certainly won't take up the entire hour i don't think that we had at least carved out on your calendar so let's talk a little bit about okay who am i uh my name is scott clayson as i mentioned i'm the vp of marketing at profit solve profit solve is the parent company that actually um uh owns law ruler i've been in the uh the legal software field for six years now i've spent 20 years off and on in the uh the marketing world i actually really should probably say 25 years i should update that slide as i'm getting older here i've seen the full um movement of marketing from the traditional kind of print world of the you know pre-internet era to um full digital marketing it's been incredibly interesting to to see that transition i did used to be a high school history teacher i um taught 9th 10th and excuse me 10th 11th and 12th grade um history um for about three years in my mid-career so i do love um kind of doing these webinars and and getting into the uh the teaching end of the world again and then on a personal note yes i i get absolutely irrationally excited when i go about cooking the perfect steak for my family we are true carnivores here in the clayson household my wife and my son like their steak extraordinarily rare but they still want that nice crust so anyway that's probably a whole other webinar that i need to do specifically around cooking a steak so that's a little bit about who who i am and where i'm coming from i want to introduce to you brandon brooks um brandon go ahead and say hello and tell us a little bit about about yourself and life at la ruler hey how's it going guys uh so my name is brandon i'm an account manager at law ruler um i specialize in customer satisfaction sales and perfecting the client's journeys i have about 10 plus years of sales experience under my belt um transitioning through carmax 18t and now with law ruler um and i myself love baseball and softball uh i get overly excited just how scott gets with his steak but with getting on to the softball field and just i love a good challenge well that's good brent thanks for thanks for joining me here today um he is in south florida i am right now where law ruler is headquartered i'm actually up in minneapolis so the idea of being on the softball field currently as i look out my window seems very foreign to me i'm sure you place all year round down there don't you all year round even in the rain oh yeah even in the rain poor guy playing in the rain sorry i'm just like 30 degrees up here right now that's all okay my god yep i think it's like 60 degrees on the on the on the lowest end here that's right all right so enough about about us and about um what we like to do when we're we're not um talking the preaching the gospel of legal crm and law ruler a couple of things we want to do here as before we really deep dive into our our main objectives is kind of do a level set set the foundation of um you know where we're coming from and first that that comes from the idea of hey some of you on this webinar may not exactly know what we mean by when we say legal crm so crm um for those of you that don't know you know customer relationship management you may have heard of a tool called salesforce that's kind of the big industry huge leader of how you manage your contacts um but really it's these four steps um and you know brandon i mean it's it's pretty i mean we labeled it here one two three four but really this is what crm is meant to do right specifically in the legal space um we're trying to reach more qualified leads convert them into clients faster and easier make sure the time that it takes to respond to inquiries gets cut and we want to make sure that that engagement with those prospects actually goes up even if you don't necessarily have the horsepower to to do it and by that i mean and maybe you can speak to this a little bit like where do you see the value of a of a crm from a stat from a firm that maybe doesn't have they feel like the staff that can handle it i always look at tools as like can i do more with less do you know what i mean yeah 100 and it's something that you can see as simply as you know if you've got a math equation are you going to sit there and take the time to do out that calculation in your head or are you going to just simply pull out your calculator and just type in that equation so this is this relates in in a sense of how am i going to maintain these clients how am i going to get a hold of all of these clients that are coming in and wanting to do business with me and not let any of them slip through the cracks you know the goal is retention and trying to gain as many clients as you can and that's where the legal crm comes into function it allows you to get a hold of that client keep that client's information and even set up some type of automation to auto response and get a hold of that client immediately i think it's well put um the the whole idea i think crm and software like this can really level the playing field from really big companies that can just throw tons of time and resources and money at this type of work that you know every law firm needs to do this to some well they have to do it you always constantly going to need new business you're always going to need new clients you're always going to have people reaching out to you who find you through whatever marketing efforts you have made and at first blush it it may be like oh my god how do i handle all this i don't have time to engage with all these people who are asking if i'm the right you know law firm for their business and you it's you sort of it gnaws that you that you know you might be losing clients because you just don't have the time to deal with responding to them that's where software can level that playing field and while you may not have the all the dedicated resources that a huge massively funded law firm has tools like what legal crm is and what law ruler have um can really level that playing field all right so specifically around when we're talking legal crm one component of that is client intake so let's define here because the rest of what we're going to talk about here today really revolves around the client intake process and as you see up here on our screen as we define it this is the onboarding of new clients and acquiring their personal information to get started on the matter you're going to be working for them so it's kind of where the mark it's where the marketing work that you did ends and where the actual like client you know lawyer relationship is is beginning uh it is maybe the best place to put that but as i think you'll find when we talk more about this and you know like brandon there's not really like a definitive line in the sand like well my marketing is done and now i start my client intake it kind of is woven together isn't it yeah it's an entire workflow it's something that you know it's something that's going to be gel together and you want it to be the easiest and simply the seamless process um from start to finish you want it to be easy for your not only your intake staff but you want to be seamless for the client as well because the more stress you put on a client it's it's going to further reduce churn and want them to to seek out other other firms it's a really good point that you bring up and we can sort of explore that a little bit is the idea that sort of by definition if if somebody is reaching out especially if it's an individual if you practice the type of law that isn't necessarily corporate you know dealing with a lot of corporations or um you know oftentimes when people are reaching out to they need legal services they're in a already in a stressful frame of mind right and making the process of starting to and for often again depending on the type of law you practice this could be the very first interaction that they may have ever had with a lawyer or a law firm or very rarely have they ever had to interact with i'm certain of my own personal experience i think i've had to seek out legal help maybe like once or twice in my life so you're already in a weird position where you've never really done this before so you're out of your comfort zone so i think you know brandon what i'm hearing from you is like if you as a law firm can be a warm welcoming um presence to that stress that's going to really help everything from there on out when once you engage with that client right a hundred percent you know the client they're they're pretty much distraught they're going through a series of issues whether it's a car accident divorce uh family issues it's it's all something that's going to create confusion and chaos inside of the customer's internal process so the fact that you um want to make that the most easiest and seamless process you're essentially going to be a blanket for that client you're going to be helping them calm them down and you're going to be making this process an easy process because essentially what happens is if you create more internal chaos for that customer you're going to deter them away you're going to lose them and they're going to slip through the cracks not to mention the fact that you may not be the only law firm that they are seeking out to provide legal services they might be going you know they did a google search um whatever and they found couple firms you're reaching out to so this first interaction this first kind of intake process that you are if you're you know it's it's an oldie but a goodie saying you only get one chance for a first impression so to make a good first impression so this is the first time they get to see how you operate so if you can provide that really efficient seamless frictionless way to interact a you're more likely to get the business and b they are you're creating a trust factor with them right out of the gate that will serve itself you know pay itself back in spades as you move forward um and that there's two phrases i love to throw around that i think are absolutely true especially in our quasi-post quasi-postcoded world and that is the idea of i mentioned before frictionless make things as easy as possible for your clients and the way to do that is to meet them where they're at and what that means it can mean different things for different people but for most people these days me and them where where they're at means communicating with them in a way that they are comfortable with and used to doing and so you know especially if we're dealing with people in the millennial generation the under 40 crowd if you will where they're used to doing things on their mobile devices they don't do a lot of actual phone calls they do more things with text messaging even email is like you know yeah you know even something my parents do kind of stuff if you can meet your clients there where they're comfortable and determine where are they most comfortable are they maybe they are they just want to talk to somebody they want to have that phone conversation but maybe it could be like it's it's texting back and forth because they're so used to to text messaging as their way they communicate if you can figure out where to meet them where they're most comfortable you're already going to be ahead of the game versus other law firms that are trying to do it kind of the old way the way it's quote unquote always be done because let's be honest lawyers by definition tend to be they look backward and it's yeah i don't really blame them because that's the way the legal system is you are trained as a lawyer to look at precedence what has been done in the past is the way you've been trained as a lawyer to determine how to move forward with the with the law that you're working on now and that bleeds over into technology and the way law firms are run um how would let's look at precedence how we've done this in the past and how we engage with clients it's time to get out of that mindset and forward-thinking law firms are the ones who are just eating the lunch of firms who you know still think that i don't know maybe i'm being facetious here do they even print the yellow pages anymore but you know they think the yellow pages is the best way to um you know to get a new client so that is what client intake is um as as in the way we'll discuss with the rest of this webinar okay so let's talk about our first pillar here oh actually before we do that i do want to get to my my first poll question um for those of you that are um you know with us today do you have currently a bulletproof client intake process you know yes or no um do you feel like the way that you bring and you the way you interact with prospects who are coming to your law firm and looking to maybe uh enlist you for legal services and then the way you process them into your system do you feel like it's bulletproof like it is yeah yeah i am i'm it is i'm crushing it right now so i'll leave it open here um for people right now i'm getting a lot of no's um so that's probably why you're here today right to learn how to you know find that intake process that will um just you'll be crushing it it's bulletproof all right every answer that i've had so far is no they don't have that the so it's 100 in the no category all right we're gonna have another poll here uh near the end as well so stick around so let's talk about um automation you know that's really going to be the key here when it comes to doing this right and leveraging the power of a crm and this really is the bread and butter crms are all about automating the way in which you interact with your clients yet is still a very personable way in which you interact with your clients and your prospects and that revolves around setting up like intake workflows and i'll explain what that means in just a second um so brandon you know when we say automation when for client intake what do we mean exactly when we talk about automation we want something that's not really human driven we want something that's going to be quick and easy something that's going to allow you to get a hold of the customer as soon as possible even if there's no one available to speak to that person and what i mean by that is let's say a client calls in and they're just ringing ring and ringing and all of a sudden they get a voicemail a client's not going to sit there leave a voicemail and expect just to wait around and have you call them back they're going down like you said they've googled a list of firms that they want to have helped them out they're going to just go down to the next person whereas if we can have an automated system to reach out to that client immediately let them know that they are going to be reviewing their information and then calling them back from a main office line and providing that line they're more susceptible to answer that phone call whenever you try and get a hold of that client let's take a look at i'm going to stop sharing this presentation here and brandon i know that you know like in law rule for example and again most of what we're talking about here today is is not specific to one particular crm tool yes law ruler provides the best legal crm out there we feel obviously but any good system should be able to do these things that we're going to describe we think obviously law ruler does them incredibly well but this is a generally um you know the information you're gonna get here is is agnostic so i'm gonna stop sharing here and brandon if you wanna share your screen and just kind of show us an example in law ruler like uh how a workflow could look because workflows are just really all about when a happens then we want b to happen um you know or if a happens depending on what a is it could branch out and then either you do b or you do c and it's also really about in some ways it's project management right you have milestones and tasks and if if a milestone is reached then you create new tasks and so on so um i'm just going to stop sharing here so if you want to um go ahead and share your screen yeah i can see it there so tell us what we're looking for here yeah we can have different custom milestones and tasks dedicated to each individual type of case uh the importance of this is not everything is going to be having the same flow so you want to be able to customize it to your specific needs for instance if we have dog bite right here i have as you can see 12 tasks uh lined up in order to get this complete from initial investigation all the way down to the finished settlement right so here we can set up as many milestones as we see fit basically it goes off of your individual firm how they have it set from start to finish and then what you're going to do is you're going to set individual tasks for each milestone once you're finished with the last task you're going to be setting up to go to the next milestone all the way until it's completed so these initial investigation when they first come in you're going to create an sol date you're going to gather their intake details you're going to confirm the sol date you're going to order police reports open a claim with the insurance company and then send out letters so you have designated tasks as well as subtasks to help complete this milestone i think that's the key and thank you for sharing showing us that how and i think obviously you can see with law really you could set up as many different workflows as they're necessary depending on the type of law that you practice and so on um and i think that's the the real key is i'm the type of guy um the head and i'm gonna share my screen again here uh brandon if i can if it takes me some test usually takes me say an hour i will spend two hours figuring out how to do it in one minute the next time right so that's sort of what this is all about with with workflows and what you set up ahead of time is think about everything that you have to do when you work with in taking a client those various tasks and milestones that you saw from brandon set up create it once and yes it might be you take the time upfront to do that ahead of time then it just becomes boom boom boom the next time you have that same type of work coming in a dog bite as the example was that brandon showed um you know when somebody inquires so these type of intake workflows once you get them set up and once you get them running the way you know you want them to run will absolutely save you so much time because you don't have to think about what do i have to do next it's right there and it just presents to you the tasks and i think it's easy to see the benefits of this um right i mean this makes for an incredibly efficient system because a as they look up at the top you know they're you're not going to be procrastinating you a lot of this goes out automatically you can be sending things we'll show this in just a little bit you can show you can send things to your prospective clients via email or via text without you having to actually be the one this way pushes the button it just sort of happens based on their behavior when there's documents that need to be signed again efficiently and quickly getting them to your your prospect you're going to be showing that trust they can see like wow this feels like i'm their only client they they've ever worked with before you want them to feel like that you want them to feel like you they are your only client and you are only thinking of them 24 7. and the way you can do that is through these these workflows and automating them so that they will just run like clockwork as you start understanding this particular type of prospect has this particular type of case that we might be working on okay let's uh move on to our next pillar okay we're going to talk about creating customized online intake forms and what you do with those forms and again brandon i think i'll i'll ask you in just a second here to to share and you could even show an example of what a customized intake form is um and let's why would a a law firm want to have a customized intake form let's just start there i guess and brandon i'll ask you that question um what's the benefit here of that the benefit is to gain the information from the client you know you're gonna you wanna know the details of the situation you wanna know you know their personal information for records uh and then you also wanna be able to qualify or de-qualify the customer based off of your answers so you can have conditional logic set based off of specific answers to show specific other questions related to their answer and then if it's lines up with something that goes against your firm you're able to then say hey you are no longer uh available for to be a client or hey you know we're able to take you on as a client let's move forward to the next step well let's let's show that like again in law ruler um how you would um how you would how a customized intake form would would would look like what it would look like we'll talk in a minute about how you would share that perhaps but i'm going to go ahead and stop sharing again if you want to show your screen here um i think this is fascinating especially the conditional logic information that that you referred to yeah so here we have the the general case questions for this specific intake for a dog bite we're able to see the screen right yeah yeah absolutely i can see it perfect so yeah we have conditional logic set up to where did the police respond to the scene yes so we're gonna have i apologize it looks like this one oh we had it set up i apologize we had this one set up on auto accident yeah i believe yeah auto accident yep so perfect so normally this blue over here really doesn't respond based on this answer so did the paramedics respond to the scene yes they're going to please uh request ambulance records no it is not going to show anything and it's just going to have you move on to the next question so this is a general qualifier for any type of uh any type of case form you know whether you need specific information from that client or if that client provides information that you know is not going to be a qualif a qualifying client for your firm so this is super interesting about how you acquire you know have people in your like kind of best practices would be this would this be the type of form that you as a law firm or an intake person a business development person whoever for a law firm um they would get the answers from the prospect over the phone and just fill it in themselves right here or would it be best to to send this form to them to have them complete like what what's the recommendation there my personal recommendation would always be having the client fill this out because it reduces the risk of error um and it also you know puts the it puts the the leniency on the client itself it takes it off of you um but you know there are some firms out there that do prefer to have their client intake staff handle all of that so that's why we have that capabilities of you being able to fill it out as well as the client you can email this to the client you can text this to the client and it's mappable so anytime it comes back in if you spelt in the name wrong and they're able to fix that you know it'll update in their system excellent i like the this what you just described earlier about how yeah hey if there is a firm that has a whole kind of intake department who will take this information over the phone versus a firm that maybe they don't have the resources to do that so they send it out to the client themselves it gets back to that meet and where they're at right meet people where they're at and and kind of meet them where you're at too from uh from a resource point of view either way you're getting this information um quickly updating it and then let's i'm gonna take back my my screen here again so when we talk about the um you know taking in this information i think it's important to note a lot of law firms will get this information and use it like a crm but it's not necessarily the attorneys themselves taking this information right oh did we lose your brandon i apologize my headset cut out do you mind repeating the question yeah sorry i i just said uh um you know while this information gets you know you're taking in on a form like you just showed in your crm like law ruler but by definition it really shouldn't stay there because it's not being um this information is not being acquired by generally an actual attorney right this is is primarily getting uh taken from the the client itself so it's it's meant to reduce double data entry so that you're not inputting information and it's the incorrect information right and i guess where i'm going with this is because the attorney themselves is not the one gathering this information or you know this needs to integrate with other tools that your law firm uses it is important that whatever client intake process you're using it should have a robust amount of integrations available so that this data this important data this is beyond obviously just you know first name last name email phone number this is important information to help actually work the matter to work the case so pushing this over into practice management software um all the other time and billing systems um you know all the other tools that you had your accounting maybe your quickbooks all that sort of stuff being able to have integrations with all of those tools is is important um and it if you're in the process of evaluating hey should i be using a legal crm is this something that can really help my processes and my systems um then that should be part of the evaluation processes like yeah it should integrate because getting up to that what you see at the top of the screen avoiding the double data entry every like that should be it's like staple to crops maybe not stapled painted put on the front of everyone's forehead who has anything to do with running a business not even just a law firm a business is avoiding data being entered twice never ever should you have to do that um on today's technology whether it's because you have a all-in-one system who does everything for you or whether you have deep integrations that move data seamlessly and and effortlessly from one system to the next as the the case itself rolls through its natural process of hey remarketed to this person they are now a prospect they are now somebody who we are onboarding as a client we're now moving them into actual matter management where we're working on the case now we're moving them into the accounting process where we need to create an invoice for them now we're asking them to pay us by sending them information on how they pass all the pertinent information should roll from one system to the next as they go through that life cycle of working with a law firm i i agree wholeheartedly and on top of that you had mentioned something earlier about you know taking this beyond um just the intake staff to the internees and and whatnot and and also having integrations it's it's so important because there are going to be times where you have specific needs for case management and the great thing about the the law ruler side is that everything in our our system is reportable you can have custom reports built off of whatever you wish um and then prints it out to a excel sheet which then can be used to upload to any other case software that you choose to use for from yeah okay i like this um let's move forward here to our our last pillar okay creating that simple and seamless process and we've already kind of touched on on some of this to a degree of we want to make this simple we want to make sure that what we present to the client who may be in an agitated state um or you know in a nervous place let's say make it easy and simple for them to give the information that that you really need to evaluate them and part of that is you know self-qualification really goes back to those forms that you you just showed um the ability to give them that form to [Music] self-selection you can easily without having to do a lot of work yourself learn if this client is right for your type of law in your law firm if not you can refer them to others that you know are and move along with the rest of your life and and you know make sure you have that good strong referral network let's talk about this concept of click to conversion what does that what does that actually mean um in the kind of crm client intake world brandon well click you you think of that as as when a client is searching up firms you know you're you're clicking through google ads you're clicking through through different firm websites you know you want to be able to to stand out to where you can get a hold of that client as soon as possible the sooner you can uh get a hold of that client the better your chances are uh to retain that client so you want to have the easiest and simple way to get a hold of them and transform them into your client not only is it going to be effective for um like you said before they're they're in an agitated state they you know don't want to have to deal with anything you want to make this a simple and easy process for them to to go along this journey with if you can make that simple for them they're more likely to sign with you not only are you going to be able to retain that client but it's also going to be making you a lot more money i love that for the whole phrase click to conversion it really is the whole you know i mentioned life cycle a minute or two ago it's it's the life cycle specifically around acquiring a new client from the they've clicked on something they saw about your law firm to that conversion where they've signed a document for the legal services you're going to provide you know that that's a whole life cycle in and of itself and i i think it's you know seeing how law ruler at least is able to um how you're able to accomplish that is fascinating because and i'm going to have you share your screen again here brandon but just seeing how you can you can even i mean this is like what blows my mind you can even set up write a phone number based on a specific marketing campaign that you have going right so you know if somebody calls into that number you know exactly how they got your number whether it's a google ppc campaign whether it's a um maybe it's a a mail piece that you sent to to people um maybe it's it's from an event that you sponsor that has specific phone number but any type of marketing work that you do it's really easy to track the leads that you get from that activity right oh 100 because if you're spending all of this money in your marketing you want to know that you're making a good investment with your money you don't want to be the person here i understand how the roi works right a hundred percent and the best thing about it is that we have the reporting capabilities to show you where your money's going to show you what ad is going to be the best qualifier for gaining all of these clients you know what i mean so beyond just i mean that's obviously something we is important for the law firm but that easier click to conversion making it easy for the communication to the client and for the client i should say prospect at this point because i'm not a client yet making that easy for them i'm gonna why don't you share your screen and and show us a little bit about how you can you know if somebody were to call you know your you know a phone number you created you have a specific uh you know ad campaign phone number you know how you can then communicate back with them because i think this is a really um a really interesting way of making sure that we leverage today's technology to um to respond to a potential client so if you want to share your screen and kind of show us in law ruler again how we do that sure thing all right so yeah you can have up as many lead sources as you wish you know you're going to be able to purchase a tracking number um to put up on that website or if it's a bus ad um these are meant just to track where your leads are coming in from when they call this specific number you know it's going to show up inside of law ruler as a lead coming from that specific marketing number um so i believe we have why don't you go ahead and call that specific negative yes i'm calling a number right now that i was given perfect so as you can see right here it automatically creates a lead that prevents any type of of time wasted for your your intake staff to have to create a lead create an account all of that is is generated from that intake webinar sample uh marketing lead sorry let me interrupt you because this is really cool i mean especially for somebody my age the magic of this right where yes i called and yet there there was no response obviously you want to make sure that when somebody calls you you pick up the phone um but this registered me and my phone number my name because it's part of my caller id even though there was no answer on the other end of the line it's that quick i mean you know you sent me that phone number um right when you started sharing your screen to me in the chat here and boom here i am you can see my phone number that so now everybody has my cell phone number so feel free to give me a call there you can see i'm in minneapolis minnesota um and so now what would be the next step as part of that easy click to conversion so yeah the next step technically is you had mentioned i did not answer your call so once this call comes in uh it can come into a can't contact status normally comes in under a new lead whenever it comes in under a new lead we have automation set up to respond to that client immediately saying hey thank you so much for your interest in our law firm we will be contacting you shortly from this number and then that lets them know that hey this is this doesn't really seem like an automated text this seems like an actual person going to be getting a hold of me that's certainly i love to cut through the clutter of you know if you're like me very rarely do i answer any cell phone call that i have um that's from some number i don't recognize so getting that text message saying thanks i'll be giving you a call at this number um is i i think just genius absolutely and like we said before it's it's all about a simple and seamless process it's going to help you save you time it's going to help you save you money as well and it's it's now something that the industry literally is is leaning towards um a crm is here for one reason at the end of the day it's it's to make you more money from integrating with every lead source completing your custom and optimized intake uh one-click e-sign to sending them your case management software with a click of a button everything is meant to save you time on your process and get your intake staff talking and converting more clients what would happen next here like say okay you finally do have a conversation with them you're on the phone and as you mentioned earlier you really would prefer best practices would be to have the the prospect themselves fill out those custom intake forms to self-qualify how would we get them those forms if you're right there on the phone with them yeah so if you're on the phone with them or if you just got off the phone with them you set the expectation that hey we're going to be sending over our intake form just do do us a favor fill that out and send it back you have two options my recommendation always will be sending a text message with this url because a client nowadays most most most younger people in the younger generation they're not really paying attention to their email or get sent to spam or it's just flooded with a bunch of spam in their main inbox sending them a text messages is going to be key because i've never seen a person just not open a text message whenever they open up their phone the first thing they do is they go and check their text messages it gives me angst if i see my little message on my phone and i have numbers that i have you know like it i get angst you have the option of either emailing this you can send it form it'll generate a custom email and you can choose who it's going to deliver from and it have it pre-loaded to say hey scott it fills it up it personalizes it to that individual client um important intake form uh completion required from law ruler this is how the email function is gonna look like now like i said i do prefer the text messages we would go to your communications tab and then we would just go to our text messages and then here we can generate a text message straight to you and you can even monitor it right here it shows that it's accepted was sent on 1 45 pm today march 31st 2022 and you can even text that back and everything is logged inside of log roller and i just got the text message yeah on my phone here so do me a favor just go ahead and reply to that say thanks great so i'm tapping on you guys can't see me doing this um i could share my phone i know um but uh yeah let's see new lead information next i don't think we actually sent a form that i can i can complete right now but i understand where you're going with this of uh um filling out the form right there on your mobile device being again it's all about that meeting where they're at so i could be in line in chipotle waiting you know for my food and get this form and fill it out yeah well no this form right now because we keep in mind we didn't choose a specific case type right then and there um but this is just sending a a a pre uh uh clickable link right so based off of the specific case type it's gonna generate a link dedicated to that intake form so my my question to you was just to reply to it to show that this reply to the text sorry yeah this this shows that this has two-way functionality of text messaging so that you can keep up a conversation with your client no you're okay most people nowadays they don't really like talking on the phone you know they enjoy a good text message i just sent a text message back saying yep got it and as you can see you go back to the communications let me just choose a specific case type yeah that's right i understand that the the whole concept and making sure that we can you could do the texting back and forth yeah we're just kind of doing this on the fly so um being able to kind of make sure that you can you can do the texting back and forth from your computer so you as the law firm you're not having to um do this from your actual phone then the last part of all this the intake forms have been created the text message i apologize here it is we got it got it okay yeah look at that right yep um would be document signing right again meeting people where they're at um as we all know e-signature is a perfectly acceptable way to legally um have documents signed generally from the vast majority of documents especially the intake you don't need a wet signature so how you know again same methodology here if you need to sign an actual document correct yes and keep in mind all of your documents are they stay inside of your portal so anytime that you want to get in touch with the customer and sign that customer you can go to your e-signs templates and then you have your retainer agreements already pre-set up um by our law rule team where you can we show you how to set them up yourselves um you have the option of sending it or you if you're in front of the client right then and there you can click to sign now if they're physically in the office they could okay correct yeah so here we can see that we can just we're gonna we're gonna choose to either email this and then you also have the capabilities of text texting is like i said my favorite option in this so you can choose to either choose not to text or you can delete the email whichever you choose uh whichever method you choose to send it and then we would then send esign and that's going to automatically say success sent for esign and then it'll automatically update your lead from new lead when we refresh the screen to send to esign now keep in mind keep in mind scott i did not email this to you right when when whenever you email it out to a client and they have then accepted it and then sent it back this will automatically update to esign status um signed e-sign oh perfect so again automatically you don't have to do it it's automated automated automated exactly no this is this is i think the whole point of that you've shown here is how it is this is the the click to conversion can happen with a client i mean the whole thing could have happened while i was literally in line in chipotle you know but with the text um you know convenience there which is a bit unique for law ruler um as a as a feature that other legal crms you may be evaluating don't have these built-in text messaging capabilities right correct yeah that's it definitely sets us apart from from the rest in my opinion um you know it's it's bringing bringing you out from the stone ages of having to just mail out a packet to somebody in order to to try and get them to sign you're running the risk of the packet not getting delivered you're running the risk of the client talking to other firms in the meantime while they wait for this packet to come out this is an instant and seamless process hey i'm sending you this document sign it and send it back honestly got it if i was working if i was looking to engage with the law firm they said we're going to mail you a packet of documents to sign and send back i would i would think twice of like seriously this this is how this law firm like these guys are not up to speed with today's like world so i don't know if i can even trust them to work on my matter if you're still using a process like that exactly keep in mind others other companies they they have text and capabilities too but the problem with it is is that if they're using third-party software so they're using third-party software they have to log into a whole another app and that's unreliable in itself right we have everything entry thing we talked about earlier right you get that information from your crm to whatever that text yeah because there's plenty of like you know web-based text messaging tools that that you can use out there in the market but having it built into your crm right there and then right next to your intake forms right next to the documents you need to sign um is a really cool thing that again will speed things up um so in the sake of time here we have just a couple minutes left remember we to wrap it up we want to make sure that whatever you're using for your crm integrates with the programs that you already use law ruler as many others do integrates with literally thousands of different vendors that provide legal technology services um so that's not really an issue when it comes to to law ruler um will it integrate so let's take another minute or two questions um you know for those of you that that are um you know evaluating thinking about crm again that q a button is um should be at the bottom of your screen i shouldn't say but maybe it's an icon to ask questions that you may have i always this was the the teacher in me in that that long pause that you really should put when you ask the question do you have any questions too many times if you've ever been in meetings people will say like so are there any questions okay good let's move on and you don't get the opportunity to actually think of a question so i always used to have these pregnant pauses as i stood in front of my class any questions and you just let that breathe all right i don't see any questions that have come in so so brandon that means either we've done an incredible job explaining all this or we put everybody to sleep one of the two i'm gonna i'm gonna go with the the other one so as we wrap up here um i do wanna ask another poll question um and then it's just simply you know do you do you want to learn more about how legal crm can help your firm and help your client intake process i see we got a yes for one yeah excellent we will make sure that everyone who um answers yes here um you know we'll we can do a a reach out to you one-on-one type of interaction um because really i mean brian let's be honest we just sort of scratched the surface here didn't we we we haven't even begun to scratch your service in my opinion just based off of the text messaging feature e-sign docs and not we haven't even mentioned the software dialer that we have built in there's endless possibilities that you can do with the software so it is um i think the whole main point is getting back to how to streamline your client intake process the whole title of this webinar it's all about making sure that you set up ahead of time the automated workflows that will allow the tasks and milestones um in all the work that it takes that life cycle of moving somebody from a prospect to an actual client you're doing work on moving them through that process in as automated yet personalized fashion as possible and you can do that with with legal crm and then if you want to make that whole intake process um as seamless as possible as easy as possible as wherever those people happen to be so they can qualify themselves if they'd be a good fit for your law firm and they can do that in a way that will build trust with you right out of the box as you create that great first impression of this is the firm that knows what they're doing is attentive to my needs responds to me immediately and makes me feel like like i mentioned earlier like i'm the only client they have and and that's where these tools can really help you and a firm as a firm shine so with out any other questions that have come in i do want to thank we we have about five minutes left here i will give the gift of five minutes of time so thank you everybody brandon thank you this has been really enjoyable i've had fun absolutely likewise i appreciate you having me on thanks everybody for attending our webinar and i will be sending out you'll be getting an email with a recording with a link to a recording of this so you can watch it at your leisure and we hope everyone has a great rest of their day a great rest of their week and a great weekend so thanks everybody you