How Morgan & Morgan resolves Customer Cases 20% faster with SmartCloud Connect
by Brian Walsh, Senior Platform Analyst
Request a Demo15-20%
Increase in the number of processes cases93%
Fewer clicks during the routine work+40-60
Extra matters per case staff
It’s no longer about what a product can or cannot do. It is about what is the product team willing to do to help
Challenge
Morgan & Morgan team needed a tool for Outlook and Salesforce synchronization, that would allow accessing CRM records from Outlook for attorneys, paralegals, and case staff. The solution would enable teams to work more efficiently, increase CRM adoption, and cut time on the administrative part of their work.
They literally emailed to their staff, saying “hey, create a task to do this” or “hey, update this record.
Implementing SmartCloud Connect
With SmartCloud Connect, Morgan & Morgan can utilize Salesforce to its full capabilities inside the Outlook interface that they are familiar with, leveraging a deep integration with SpringCM (document management system) and SmartCloud Connect customization, geared towards the workflows peculiarities of the legal field.
SmartCloud Connect has been awesome with everything that they’ve done for us to build the requirements.
Result
The KPIs that Morgan & Morgan was looking at were essentially productivity, which they measure in regards to how many tasks per day can a case staff member perform per day. Attorneys praise SmartCloud Connect for enhancing productivity, facilitating Salesforce adoption, and giving them real-time results.