Lemchik, Krupsky & Partners automates the full cycle of customer support using the Pravo Tech system

2021: Automate the full customer support cycle

On April 14, 2021, PRAVO TECH, a Russian developer of complex technological solutions in the field of LegalTech, announced the automation of the full customer support cycle of the Lemchik, Krupsky and Partners law firm using the PRAVO TECH system. Now the customer can manage the business "from one console," lead the client from the first call to the recommendation letter. The platform allows you to measure KPI and monitor the work of employees.

According to the company, in order to ensure the effective and coherent work of employees of 10 legal practices, the management of Lemchik, Krupsky and Partners set the goal: to provide business development department managers with full access to all customer information and the ability to centrally manage projects.

When choosing a solution, the software orientation to the legal business and functionality for customizing the product for customer needs were taken into account. The system was supposed to provide a complete cycle of customer support and the ability to maintain several parallel projects with it. It was also necessary to create transparent reporting, measure KPI and monitor employees.

As a result of the analysis of the systems presented on the market, the choice was made in favor of the PRAVO TECH platform, which has all the above capabilities. This is a product ecosystem, a flexible designer with a modular architecture that includes:

• A business module that combines the functions of PMI, BPM, and CRM systems with the ability to set up automation scenarios
• client portal with self-service tools, AI technologies, robotization, document designer, chat bot assistant, knowledge management module & eDiscovery and knowledge base with intelligent search.

The implementation project was implemented by specialists of the platform developer - PRAVO TECH. Setup was carried out simultaneously on the main parts of the project: automation of the sales funnel, sections "Subscriber consulting" and "Reports." During the project, the entire funnel of sales is regulated, the full cycle of customer support is automated, a "Client Card" has been created, which collects all information about meetings, participants, agreements reached, calls, etc. The terms of work with customers at each stage are regulated.

It is possible to assess the efficiency and profitability of legal practices in terms of launching and maintaining projects. A management card has been created: information information to the database is collected throughout it on meetings in which a lawyer of a particular practice participated, the number of commercial offers for practice, and the calculation of revenue.

A system of related cases has been implemented: now all client projects and complete information are visible in one place. A system of corporate chats has been developed, where you can discuss projects, refine data. Transparent reporting has been created for customers with a subscription contract, the number of consulting hours is monitored within the limit under the service contract and over the limit.

Employees and their KPIs are monitored through a BI report that is built into the platform interface. A separate employee card has been created, which summarizes all information on key figures. The system collects data on the work of a specialist for a specific period: all his meetings, projects for which payment has passed, etc. All these indicators are pulled up and summed up in the employee's card, then KPI is calculated according to the set formula. With the help of pre-built reports, the manager can see all information on the effectiveness and indicators of his department.

The PRAVO TECH implementation project has created clear regulations within the company. We understand how the client goes from the first call to the recommendation letter, what the company's legal practice is and how effective, and we also receive feedback about customer satisfaction. Company managers can quickly assess the effectiveness of employees. said Marina Maistrenko, Lead Manager, Development Department, Lemchik, Krupsky & Partners Law Firm