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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 processed cases

93%

Fewer clicks during 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

The Morgan & Morgan team needed a synchronization tool for Outlook and Salesforce that would offer attorneys, paralegals and case staff access to CRM records from Outlook. 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 and 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 top KPI for Morgan & Morgan was productivity, which they measure in regards to how many tasks a case staff member can perform in a day. Attorneys praise SmartCloud Connect for enhancing productivity, facilitating Salesforce adoption, and giving them real-time results.

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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 staff 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 routine work

+40-60

Extra matters per case staff