How Morgan & Morgan Resolves Customer Cases 20% Faster
Morgan & Morgan needed a tool to synchronize Outlook and Salesforce that would allow their attorneys, paralegals, and the case staff to access CRM records directly from Outlook. Their attorneys would literally email someone from their case staff saying, “hey, create a task to do this” or “hey, update this record.” They wanted to find something that would allow the attorneys to feel like they were still being inside of Outlook and at the same time, they’d actually be updating records in Salesforce.
They researched many solutions and chose SmartCloud Connect for the flexibility the solution had. Scroll down to hear Brian Walsh, Sr. Platform Analyst from Morgan & Morgan, talk about why they chose SmartCloud Connect and what measurement they’ve had on their KPIs.
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.
- Brian Walsh, Sr. Platform Analyst