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How Morgan & Morgan resolves Customer Cases 20% faster with SmartCloud Connect

by Brian Walsh, Senior Platform Analyst

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15-20%

Increase in the number of processes cases

93%

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.

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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.

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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.

quote-green Morgan & Morgan

To date, by using SmartCloud Connect, we’ve found that there’s about a 15-20% increase in the number of cases that our case stuff can handle. Our case load is about 400 cases, so that’s about 40-60 extra matters per case staff. That’s a big increase in productivity.

15-20%

Increase in the number of processed cases

93%

Fewer clicks during the routine work

+40-60

Extra matters per case staff