Designing a CRM
from zero
Designing a CRM is not an easy task. Still, it is one of the most exciting challenges for product designers—yes, we can be that eccentric. We embarked on an intense journey to create a customized Customer Relationship Management (CRM) system focused on managing legal processes. This initiative arose from strategic collaborations with case managers, aligning technological innovation with the specific needs of our legal operations.
To create a customized CRM for legal operations that enables flexible access to information and improves workflows and team efficiency.
The problem
A tailored CRM system with dynamic case tracking, intuitive document management, and automated workflows to meet the legal team's needs.
The goal
Case managers faced information bottlenecks, redundant tasks, and confusion with existing spreadsheets, hindering efficiency and increasing errors.
The solution
Objectives
Collaborate closely with case managers to identify their needs and challenges through collaborative meetings and feedback sessions.
Real-time updates on case status and activities, intuitive document management to simplify storage, retrieval, and sharing, and automated workflows to streamline repetitive tasks and enhance efficiency.
Ensuring the CRM is accessible from anywhere, allowing case managers to work flexibly and respond swiftly to client needs.
Continuous iterations based on user feedback, comprehensive training programs to help users navigate the platform effectively, and support mechanisms to ensure a smooth transition to the new system.
Outcomes
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By streamlining workflows and providing easy access to crucial information, the CRM empowered team members to work more independently and effectively, allowing them to manage their caseloads with greater confidence and agility.
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The CRM's dynamic case tracking and automated workflows enabled the legal team to quickly adapt to changing client needs and legal requirements, facilitating faster decision-making and more timely responses to urgent matters.
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With intuitive document management and a user-friendly interface, the new CRM significantly minimized the challenges faced with outdated systems, leading to higher levels of user satisfaction and a more positive overall experience for the legal team.
Designed as an on-demand solution, the CRM system provided flexibility for case managers to access crucial information and collaborate from anywhere, promoting a more agile and responsive legal team. We continue to iterate on the system through ongoing improvements, conducting comprehensive training to ensure users navigate the new platform efficiently. Additionally, continuous support mechanisms have been established for a smooth transition, resulting in sustained user satisfaction.
This project highlights the power of a strategic and collaborative approach to creating a CRM system. By understanding user needs and tailoring solutions to the organization's specific requirements, we were able to set a precedent for leveraging technology to optimize legal operations, contributing to team efficiency and claimant satisfaction. We focused on optimizing workflows to reduce administrative burdens. As a result, we empowered our legal team with greater autonomy, reduced human errors, facilitated faster decision-making, and increased responsiveness to the endless legal demands.
