Enhancing client experience: custom automation for a legal firm

A prominent U.S.-based legal firm sought to enhance its client onboarding and communication processes. While they utilized Salesforce for client relationship management, they found it insufficient for automating personalized client journeys. The firm aimed to develop a custom application to streamline and automate communications, ensuring timely and relevant interactions with clients.

We augmented the firm's engineering team, collaborating to design and implement a tailored application that automated their client communication workflows. This platform, referred to as "Journey Builders," was developed to manage and automate various client touchpoints, such as welcome emails, calls, and follow-ups, ensuring a consistent and personalized experience.

Results

• 30% increase in agent efficiency
• 20% reduction in manual effort
• Faster Client Onboarding Cycle Time: Reduction in the average time from initial client contact to full onboarding completion
• 12% Net Promoter Score increase: An increase in NPS, indicating clients are more likely to recommend the firm due to a smoother, more engaging experience