Law firm client services are often an accessory to selling legal services and increasingly a source of new revenue.
CRM4Legal can help law firms manage and schedule their client services business across:
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Planning
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Scheduling
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Delivery
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Follow up
Planning
> Define service offerings
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Define staffing and resource schedule constraints
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Analyze processes, performance and profitability
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Evaluate staff performance
Scheduling
> Determine availability of staff and resources
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Identify best staff resources
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Assign staff and resources
> Prioritize service work appropriately
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Escalate service work appropriately
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Maintain service level compliance
Delivery
> Access to client and solution information
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Infrastructure for collaboration (internal and client)
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Record details of service (including labor and materials)
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Bill for service
Follow Up
> Record service delivery statistics
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Determine what satisfies clients
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Enroll clients in appropriate marketing campaigns
Service scheduling scenario
Imagine that you are scheduling personnel for a client luncheon. Your service business (maybe a subsidiary entity to the law firm practice) provides food services for client meetings, breakfasts, lunches and dinners that usually last about two hours. This business includes supplying various food products and providing staff to prepare food and serve the clients and guests. The service business needs to staff each of five board meeting rooms with a cook, a barista, and a counter server.
Configuring a service business in CRM4Legal
- Before scheduling can occur, we activate the Services module in CRM4Legal and create and populate the needed entities (resource groups and the facilities/equipment) that require scheduling.
- This assumes we have already added all food-service employees to Active Directory and set their availability and schedules.
- Despite food-service workers having short shifts, and demand for service at any single board meeting room being predictable, breaks can optionally be created and defined in workers' schedules.
- Create resource groups for each of the skilled positions – cooks, baristas, counter servers, and kitchen staff – to make it possible to schedule the personnel based upon skill.
- Create two business services, Food Service and Meeting Rooms to define a relationship between personnel and location.
- Since the scenario calls for providing food service over a two-hour program, the default duration of the service activity needs to be set for five hours to allow for set-up and shut-down activities.
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> Product Overview
> Service Scheduling
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