The ROI of CRM: How a Law Firm Achieved 149% ROI with SurePoint

Background: Transforming Contact Management

Managing thousands of contacts across multiple databases and outdated systems was a growing pain for this 100-lawyer firm. With contact information scattered on paper and in different databases, creating marketing lists and keeping client information current became a monumental task. The firm’s marketing leader saw the need for an efficient solution to communicate with key clients and contacts and share important firm news.

After consulting with CRM experts and evaluating several options, the firm selected ContactEase for its ease of use, seamless Outlook integration, and industry-leading adoption rate.

The Challenge: Outdated Systems Hindered Growth

Earlier CRM Solutions Were Inefficient
Earlier CRM solutions failed because they were not developed for law firms. This firm knew that for a CRM to succeed, it needed to be easy for the lawyers to use and integrate with Outlook, where the lawyers manage their contacts.

Lack of Buy-in from Lawyers
For CRM to succeed, it had to go beyond marketing and demonstrate value across the firm. Lawyers viewed CRM as a “marketing tool,” making it critical to prove its broader benefits for business development and **client relationship management.

Disjointed Processes and Data Silos
Without a centralized contact database, sending targeted communications and organizing firm events was nearly impossible. Some contacts received multiple mailings while others received none, and important client relationships were often missing from key marketing initiatives. Data silos across systems limited the firm’s ability to cross-sell services and streamline client engagement.

The Solution: ContactEase for Firmwide Adoption

ContactEase integrates effortlessly with Outlook, a tool the firm’s lawyers already use daily. This familiar environment encouraged firmwide adoption, making it easy for lawyers to update client information and add contacts to marketing lists without learning new software.

The Benefits of ContactEase

By implementing ContactEase, the firm achieved significant improvements in its marketing operations and business development efforts:

Firmwide CRM Adoption
Seamless Outlook integration makes it easy for lawyers to update contacts with business development information and add them to mailing lists. The Outlook environment is familiar and requires nothing new for them to learn.

Enhanced Knowledge Sharing
Lawyers can now see firmwide contact information, understand who knows whom, and identify key cross-selling opportunities. This improved the firm’s ability to nurture client
relationships and expand business opportunities.

Streamlined Marketing Communications
ContactEase enabled the firm’s marketing team to easily pull together targeted mailing lists and ensure that all contacts received relevant, timely communications. This significantly improved the firm’s ability to promote events and share news.

149% ROI with ContactEase

The implementation of ContactEase CRM delivered remarkable results in terms of both operational efficiency and ROI:

• $50,000+ saved on marketing expenses through streamlined list management and communication efforts.

• 200% increase in targeted communications, allowing the firm to better engage with clients and prospects.

• $15,000+ annual savings on list management tasks, freeing up time for more strategic activities.

• $100,000+ in new client fees directly attributed to improved marketing and business development efforts.

• 149% ROI, highlighting the financial impact of choosing the right CRM solution for the firm’s needs.

Unlike previous systems, the lawyers at this firm now actively use ContactEase and see the value in their business development efforts.

Hear it from the Firm

“There are three things I love about ContactEase: it’s easy to use, I can quickly send targeted communications, and every time we send news, clients call us.”

“ContactEase has saved us hours of work, allowing us to focus on higher-priority tasks and client service.”

Why ContactEase

For a law firm to succeed with CRM, the system must align with the firm’s strategic goals and objectives. Through meaningful discussions with lawyers, the marketing team identified the firm’s key priorities and selected ContactEase for its high adoption rate, ease of use, and seamless integration with Outlook.

Ready to Improve Your Firm’s ROI?

To learn how your firm can experience similar results with ContactEase, connect with one of our experts today. Discover how easy it can be to get started and start seeing ROI from day one.