Salesforce and Law Firms

Moderator:

Chris Fritsch, CRM Success Consultant, ClientsFirst Consulting

Panelists:

Jonathan Fitzgarrald, CMO, Greenberg Glusker

Krista M. Florea, Senior Marketing Information Specialist, Cooley LLP

Andrew Heaton, Relationship Management Program Coordinator, Fenwick & West

Milosz Skrzypczak, Director, Research & Competitive Intelligence, Osler, Hoskin & Harcourt LLP

Chris FritschCRM Success ConsultantClientsFirst Consulting

Andrew HeatonRelationship Management Program CoordinatorFenwick & West

Jonathan Fitzgarrald Chief Marketing OfficerGreenberg Glusker

Krista FloreaSenior Marketing Information SpecialistCooley LLP

Milosz SkrzypczakDirector, Research & Competitive IntelligenceOsler, Hoskin & Harcourt LLP

Company RecordThe company record is usually the fundamental building block of any B2B CRM system but in this iteration, it also becomes a centerpiece that brings together other data sets (matters, financial info), activities (meetings, surveys proposals) and allows for a truly integrated client view

Internal Financial Information This is a subset of a company record showing internal financial information. Currently the reports are housed in another system but going forward this information will become part of a record in OnePlace. The main objective is two fold: first, provide easily accessible information to the end users and second, enable more precise client development and marketing driven targeting and segmentation

Referrals (Inbound, Outbound and Internal)At Osler we tried to diligently capture referrals in a home-built Sharepoint database but it had many faults; chief among which was its isolation from other firm systems. OnePlace will provide a seamless connectivity between various activities that drive or result from referrals (meeting / opportunities) and other information repositories (F&A system)

OpportunitiesThe ability to track and actively manage complex, medium to long-term opportunities was another key requirements for Osler. In OnePlace we will be able to quickly create multidisciplinary pursuit teams, manage our interactions (via Chatter), manage the proposal process and collect and house more data points than before

Minor Customizations

Sales Psychology

Contacts(legacy CRM)

Biz Dev(Salesforce)

ROI

ROI

Dashboard

Rollout & Training

Rollout & Training

Rollout & Training

Mobile App – Information Delivery and Capture

• The mobile app view is as full as the desktop version• It is so rich that in Osler we will likely disable some

tabs and functions to provide streamlined environment to our users

• It will focus on providing on the go information on companies and people but

• It will also enable capture of key meeting outcomes by creating action items and turning them into robust workflows

Mobile App – Post Meeting Actions

• On specific meeting screen, one can provide notes and comments immediately after the meeting

• Further, one can also create opportunities and referrals, that will be associated with the company and personnel just met

• Then, by assigning these actions to others on the account team or even in another practice group one can initiate workflows that will continue independently