Maximize Client Relationships for Your Law Firm

4 Factors to Maximize Your Law Firm’s Client Relationship

Relationships are at the heart of the success of any law firm. To provide adequate representation and support, you must know who your clients and prospects are, their individual needs, the status of your firm’s relationship with them, and the interactions your firm has had with them. 

To manage client information and communication, many companies implement a Customer Relationship Management (also known as a Client Relationship Management or CRM) system. CRM technology supports the capture and management of client data, including customer interactions and prospect outreach. CRM systems provide insights into a firm’s relationships, making it possible to quickly analyze the client’s status and provide the necessary guidance to the firm. 

However, not all CRM systems or implementations are created equal. What one firm views as a successful CRM implementation may be different from another firm. 

Law firms face unique challenges when it comes to managing client data. To be of optimal value, your CRM must be able to address these challenges, such as managing the many complex details of a client relationship, all while keeping the information secure from prying eyes.  

There are universal factors to consider when evaluating your current CRM solution or planning the implementation of a new one. We’ve laid out each of these factors in our white paper, Comprehensive Guide to CRM Success: The Leading Factors Impacting Your Law Firm’s CRM.   

Here’s a sneak preview of what you’ll learn when you download the guide:  

Factor 1: Ease of Use 

Employees will be reluctant to use a new system they find difficult to use. They will try to bypass the system or simply not update their client data. In addition, time spent updating the CRM system represents non-billable time for firm timekeepers.  

Before you invest in a new CRM system, it can be helpful to conduct a “status check” exercise to determine if your current solution is easy for users to navigate. Consider the following activities: 

  • Review your law firm’s adoption rates to determine how much your employees use your current system 
  • Audit various contacts within CRM for accuracy and quality 
  • Develop and conduct a survey that provides system users the opportunity to raise concerns and identify common frustrations or roadblocks 

Factor 2: Value 

From an organizational standpoint, getting the ideal return on your investment in a CRM platform is important. CRM data is critical for attracting and retaining clients by helping your employees be more proactive and responsive to client needs. 

Since financial value is often difficult to define, think about the positive benefits your CRM system has brought to your operations, such as:  

  • Has our CRM helped to boost client relationships?  
  • Is the CRM system making it easier or more challenging to consolidate data? 
  • Does the CRM meet the needs of the firm?  

Factor 3: Data Accessibility and Security  

Modern CRM systems perform many unique functions, but two main ones stand out: data capture and management.  

The ideal CRM system ensures these processes occur efficiently. Specifically, you’ll want to consider: 

  • Reporting – does the system provide easy-to-read reports and dashboards? 
  • Accessibility – is data easily accessible by those who need it? 
  • Security – is client data secured from unauthorized access within and without the firm?  
  • Data capture – how difficult is it to enter and update client and prospect information? 

Factor 4: Processes and Procedures 

The fourth and final factor you should consider is determining your CRM system’s ability to align with your organizational operations. CRM should make this process as simple as possible. A successful CRM implementation will integrate seamlessly with your existing processes and support any new processes you plan to add.  

Maximize the benefit of your CRM system 

legal360 is a powerful CRM solution designed specifically for law firms. Find out how Microsoft Dynamics 365 and legal360 can help you expand upon these factors and set your firm up for success.  

To dive deeper, check out our CRM Success white paper. You can also contact us at for a personalized demonstration of legal360 by HSO. 

Michael D’Alesio is VP, Customer Care at HSO ProServ | Michael has served in many roles during his tenure in the Microsoft Partner Channel for the past 25-years.  Michael currently is responsible for supporting, enabling and strategically leading the HSO ProServ Team responsible for HSO ProServ D365 installed based customers to accept, adopt the Microsoft platforms to ensure they attain business value and user adoption.

Gary Mills serves as Senior Vice President of Finance, Planning & Analysis for HSO | ProServ. Gary’s diverse industry background brings a unique perspective to the company, with more than 30 years in corporate finance, banking and commercial real estate.

In his role as CFO of HSO | ProServ, Brian Lounds leverages deep experience implementing Microsoft Dynamics ERP solutions to drive excellence into the organization’s financial and practice management practices. Having worked with Dynamics solutions since 1998, he has a strong understanding of technology solutions and their application
to business initiatives.

Whit McIsaac is CEO of HSO | ProServ and brings over 20 years of leadership experience in the Microsoft Dynamics ecosystem to drive the group’s overall business strategy. Whit was Co-founder and CEO of aec360 and legal360 prior to merging these practices into sa.global, where he served as CEO of the Americas prior to launching HSO | ProServ.

Andy Yeomans brings nearly 20 years of Microsoft Dynamics sales and marketing experience to lead the HSO | ProServ sales organization. Under Andy’s leadership, the organization has shown strong growth and has consistently been recognized by Microsoft as a top performing partner, winning multiple Microsoft Inner Circle and Partner of the Year awards.

Jan Dahl Sorensen’s deep experience with Microsoft Dynamics gives him a unique foundation to guide the HSO | ProServ client success team. As part of the original development team under Damgaard Data, Jan has been working with the Microsoft Dynamics ERP solutions since 1995.

Joe Stuckey is EVP and Director of CRM Product Development for HSO | ProServ, leading the company’s CRM product development efforts across the legal, AEC, consulting, and accounting markets. Joe leverages the power of Microsoft Dynamics and Power Platform technologies to design and develop purpose-built industry solutions.

Paramesh Rajan is VP, Technology at HSO | ProServ. Paramesh has served in many Microsoft Dynamics project and program management roles over the past 20 years, and currently drives the development of the organization’s vertical ERP and HR solutions and outsourced development services.

A highly respected Microsoft Dynamics veteran, Jen Wisemore serves as CAO for HSO | ProServ. Jen was instrumental in the launch of sa.global’s US subsidiary in 2007 and has served in a wide variety of roles within Microsoft Dynamics consultancies across sales, pre-sales, program management, and leadership capacities.

John Aschenbrener is Director of Delivery Services for HSO | ProServ. John brings over 20 years of Microsoft Dynamics project and program management, consulting, and architect experience to his current role where he is responsible for driving PMO standards, methodology, and overall project delivery.

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In his role as Chief Operating Officer, Sean Skiver brings nearly 25 years of broad Microsoft Dynamics experience to provide strategic leadership around product development and client delivery services across the organization’s solutions and industry segments.

Amy Spencer leads the team that is responsible for go-to-market strategies, messaging, and demand generation in the US.

Amy earned a Bachelor of Arts degree in Communications from The College of New Jersey and has 25+ years of experience in marketing management for technology and professional services companies.

As Vice President of Human Resources for HSO, Kristen Ramerini is responsible for initiatives including recruitment, onboarding, professional development/career progression, performance management, culture, and employee retention. Prior to her position with HSO, she worked in human resources and recruiting for Seviroli Foods on Long Island and CCN, Inc. in New York City. She holds an MA in Industrial/Organizational Psychology from Hofstra University and is PHR certified.

Darren Gooding is VP of Delivery for HSO | ProServ, leading the company’s CRM delivery across the legal, AEC, consulting, and accounting markets. Darren applies his 25 years of experience and HSO’s industry focused intellectual property to successfully deliver large-scale, global engagements that ensure customer success.