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Ledger Law: Deliver Consistent Client Experience With Litify

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Ledger Law: Deliver Consistent Client Experience With Litify

Founder Emery Ledger, a second-generation attorney, prides his firm as a high tech law firm with the mandate of using cutting-edge technology to provide the highest level of client services.

The shortcomings of generic software platforms

The firm started out using Salesforce as their software platform to track intakes and referrals since 2008. Even though Salesforce is a robust system, it’s also generic and not designed to address the specific requirements for running a law practice.

Ledger had to customize everything from form fields to case management workflows to make the software work within the context of a legal practice. The customized Salesforce platform worked well for a while. However, the time and resources required to maintain the complex customizations in-house had proved to be a burden.

A platform tailored to the needs of a law practice

With the fast-evolving technologies, the firm found it increasingly challenging to ensure that the custom codes were keeping up with the core platform.

Ledger, no stranger to using technologies in his practice, noted that the over-customization had made the software cumbersome and more likely to “break.”

In 2017, he recognized the need to relieve the time and resources his firm had been spending on the upkeep of the customized workflow.

Even though each personal injury law firm has its own unique process, they all have some basic core necessities, e.g., intake flow, matters management, and reporting, that can be addressed by a platform tailored to such practices.

Litify, a technology solution built on a robust and trusted platform, and tailored to each firm and user, was the obvious solution.

Litify enables a streamlined workflow and improved client experience

The Ledger Law Firm uses the entire suite of Litify solutions and found intake management to be the most game-changing.

In the past, they used a single-page questionnaire for all client intakes, regardless of their unique circumstances.

Now with Litify, their client intake questionnaire is dynamic – the questions change based on the previous answers.

For different practice areas, clients will be asked a different set of intake questions. They’ll then be directed through a specific workflow that makes the process most productive.

As an owner of a law firm with offices in multiple locations, Ledger appreciates the peace of mind knowing that his intake team is asking the right set of questions to optimize results, no matter the circumstances.

Now he can rest assured that everyone in his team is following the same systemized workflows. Clients will have a consistent and carefully designed experience whether they walk into their California headquarter or Washington office.

In addition, Litify’s cloud platform means attorneys from different branches can access real-time data on their cases from anywhere at any time, offering timely responses to clients’ requests and inquiries.

The law firms’ large number of cases also means they have to manage a lot of client data. Litify’s searchable database has made a significant difference in how the team can effectively utilize the information to work more efficiently.

A seamless implementation requires collaboration

When they switched to Litify, the law firm had to migrate data of 40,000+ leads and thousands of clients to the new platform.

“The transition was quite a process,” Ledger reflected. “A project of such magnitude required the support of a competent team.”

Over the course of three months, the Litify team worked closely with the firm’s system manager to ensure a seamless transition to the new platform.

“The Litify team was very professional, supportive, and responsive,” said Ledger. “Most importantly, they truly care, do their best to help, and take pride in what they do.”

Implementation and adoption are often complex processes that go beyond simply installing a piece of software. He recommends his fellow Litify users take advantage of the extensive support.

For instance, his team attended a weekly conference call during the entire migration process to leverage the wealth of knowledge and experience from the Litify team.

Ledger emphasized that migration and adoption is a collaborative effort, which the leadership needs to embrace. While Litify does the majority of the work, it’s important for owners and partners to get involved and bring the firm’s unique perspectives into the process.

Ledger also observed that because his firm had been using a software platform for almost 10 years, they were in a unique situation that made the transition longer and more complex than normal.

For attorneys and law firms that are starting out or implementing their first software platform, “it’s a no-brainer to start fresh with Litify,” he recommended.

Litify changes the future of legal

After the involved but worthwhile transition, Ledger’s employees are seeing Litify as the software of the future for law practices and are excited to start utilizing the platform to its fullest potential.

Its scalability means the firm can continue to grow without being constrained by technology while the streamlined and automated workflow means employees can do more in less time.

Most importantly, the consistent process helped the firm improve the quality of their work product so they can stay competitive by offering top-notch professional service.

As the owner, Ledger recognized the many responsibilities he has for his employees and clients, which means the firm needs to be progressive and constantly focus on growth.

“If you’re not growing, you’re dying,” he said.

Adopting new technologies is part and parcel of the firm’s growth strategy and Litify has made it possible for the Ledger Law Firm to stay best in class.