A disorganized email inbox is one thing for your personal accounts. But if your email inbox for work lacks organization and has no means of tracking responses to emails, you could be putting yourself and your entire firm at risk. The use of email as a primary client contact means that those emails are as significant today as memos to the file and attorney notes were ten years ago.
If you’re not already using the E2 CRM, here’s what you need to know about managing your email communication with clients.
Monitor associate engagement with clients. A problem prevented is better than a problem solved, especially when it comes to client communication. You have a conversation with a client, who reports that she’s already been in touch via email with someone at the firm about a particular issue. It’s embarrassing on a few levels. If you and your team are all using the E2-CRM, you will have checked her information before having the conversation. You’ll know, whether the associate responded to an email or had a phone conversation, all about the latest communication between the firm and the client.
Organization is key. The beauty of a CRM is that it can be set up to move emails into client folders so that you aren’t hunting for the latest email, or the email that your client swears was sent to you with important information. Just go to their file and every email they’ve ever sent will be in place.
Managing deadlines through a CRM. The calendar feature of the E2-CRM (again, if it is set up this way, and we recommend that it is) will provide another layer of data if you are using another calendar system but can also serve as your primary calendar. Being able to see all client information in one place will save you and your team endless hours of tabbing through different sources.
Integrate client data with email campaigns. As marketers, we really like this. You send out email campaigns to clients, prospects, colleagues and friends. Imagine yourself working with a client on a simple estate planning matter and then noting that he only opens email campaigns that relate to celebrity estate battles. A casual conversation about estate litigation reveals an issue within the family that involves a multi-million estate. Your client never knew that your firm would handle such a matter, thinking you only did wills and trusts.
Haven’t put the E2-CRM into place at your firm yet? Call James at 877-352-2021 ext. 80 and learn how this powerful, proven tool can boost your practice.