00:00: This video demonstrates how to effectively manage leads within CARET Legal's CRM
00:05: system.
00:05: It covers adding new leads, tracking their status, and converting them into matters to
00:10: streamline client intake and follow-up processes.
00:01:
00:02: Hi everyone and thanks for joining on today's training session.
00:06: We are going to be covering CRM
00:09: and
00:10: how to maintain leads in Carrot Legal.
00:14: We will also take a look at how to convert a potential lead into a matter into
00:21: Carrot Legal.
00:21: So if you would just tag along with me here, we are going to begin on our dashboard
00:28: right in front of us here in Carrot Legal.
00:30: carrot legal and
00:31: we are going to start by adding a lead or as some of you may know it as a potential
00:38: client into carrot legal and
00:42: to add the potential client there are a few different options on how to add clients
00:47: or potential clients but I'm actually going to use the plus sign here at the top of
00:52: the screen
00:53: when
00:55: I select the plus sign I am then going to go into new lead under CR And
01:01: upon
01:03: clicking new lead, I will see the new lead box right here in front of me.
01:10: Now for a moment, if we can envision that we have a potential client on the phone,
01:17: we just answered the phone at the office and somebody
01:21: is interested in working with us.
01:24: We first have to tell Carrot Legal whether this is a person, an individual, or a
01:29: company.
01:31: And as you can see, selecting person is going to prompt for a first name, last name,
01:36: where company will just have the company name field.
01:41: In our example, I will go ahead and add a person.
01:48: And bear with me as I type.
01:53: Here we can add an email address
01:56: as
01:59: well as a primary contact number for
02:04: the
02:05: client or potential client.
02:07: Now if this particular potential
02:11: client also has a company that they would like to note here on their contact or
02:19: lead we can do so
02:24: the preferred contact method we have the option of home cell email
02:31: text or work phone
02:34: status initially as we're adding them since they are on the phone in my example then
02:40: we could say that they have been contacted but if you end up using the option where
02:46: we have it
02:47: as a contact us card on your website, then if the potential lead was to fill out
02:54: that contact us card,
02:56: maybe since it came in through the website, you haven't yet had the opportunity to
03:01: contact them.
03:02: So the status may be set as not contacted until somebody's reached out to them and
03:07: contacted them.
03:12: Have we cleared the conflict yet? In other words, have we did a conflict check? And
03:16: until we do a thorough conflict check, I'm going to leave this as not performed.
03:23: Main practice area is where they are potentially going to end up with if they become
03:28: a matter.
03:29: So if you do wills and estate planning, or if you do insurance
03:36: defense,
03:38: which would probably not be for the lead situation, but just throwing some out
03:42: there.
03:43: If you did, whatever your practice areas are, you can select that particular
03:47: practice area.
03:48: And then if you have other custom fields that you typically like to see whenever you
03:56: have that practice area up in front of you on a matter screen.
03:59: So let me just give you an example here.
04:03: If it was adoption, it's the practice area.
04:07: Your firm may have different custom fields associated with their practice areas and
04:13: this varies from two firms some firms have custom fields some firms do not some
04:19: firms do not fill out custom fields for anything other than maybe a certain set of
04:26: data and other firms have lots of custom fields in their carrot legal it is simply a
04:32: space that we don't provide that you are allowed to create custom fields for in in
04:39: order to capture whatever information you need to.
04:41: So, and the reason why this becomes relevant on the lead screen is because sometimes
04:47: those custom fields can be filled in upfront as you're establishing the file.
04:52: So back up here when we select adoption
04:56: or whatever the different types of practice areas may be for your firm,
05:01: if there is a particular custom field associated with that, then we can go down here
05:07: and also make this custom field step a part of our lead entry process.
05:15: I'm going to go back to something
05:18: such as adoption.
05:21: And then who is the lead owner is who is going to be responsible for this lead.
05:26: OK, you can always end up changing who the responsible attorney is when you actually
05:31: set up the file.
05:32: but for the lead owner you can go ahead and designate who's going to be responsible
05:37: for that at this time
05:40: the
05:41: potential value and the probability of retaining the firm is
05:46: simply a manual calculation
05:50: right so the firm can say what they base that off of and ultimately say what they
05:55: think their potential value is going to be here
05:58: well a little too many zeros there but hey more the merrier right the probability of
06:05: retaining the firm here you can go ahead and tell it how likely you think they are
06:10: to commit to the firm and
06:13: then what
06:15: is the how did they hear about you as a firm so when you ask this question we should
06:20: always be asking with the thought of how this will encourage or impact our marketing
06:27: dollars that we spend as a firm.
06:30: So how did you hear about us? And they say that they heard about you through
06:34: Facebook, let's just say, or through social media.
06:38: Well, if they say social media, or if they are specific and say Facebook,
06:43: and I have that primary source set up in my carrot legal, then I can select it.
06:48: Now what we'll see occasionally is some firms have not set their primary sources
06:54: here, and you do have to set them up.
06:56: We have a few by default for you, but this is completely something that you can
07:01: customize.
07:02: And just to mention, that is set up or customized in your firm settings and we do
07:09: have a help article on how to set primary source
07:14: but once you've selected the primary source the goal here would be to
07:20: try to be a little bit more granular where it says secondary source as to additional
07:26: information that that would help us.
07:27: So instead of just saying Google, was it your website that they clicked on when they
07:32: went to Google? Or did they use some other search and they were able to locate your
07:37: firm through a different website via Google? So just
07:42: trying to be as granular as possible,
07:44: especially if you're trying to track where that marketing dollars is best benefiting
07:49: your company.
07:49: if
07:51: they are a referral then we want to select the referral option
07:58: here and
08:00: actually let me just get this out of here uncheck
08:04: the Facebook one so we just have referral in the field below where you put the
08:08: primary sources referral now and the referral source you can actually tell it what
08:14: contact of yours referred them
08:21: Here we go.
08:21: Now if that referral source doesn't exist yet, and typically it's a client or an
08:26: existing client but sometimes it's not, you can use the plus sign to the right of it
08:30: to add that person or company.
08:35: Here's those custom fields we touched on.
08:38: And then you can also specify what your quoted billing is.
08:43: This is very helpful not to set in stone and say that it can't be changed, but it's
08:48: very helpful whenever
08:50: the potential client calls back the next day and they ask you to tell them again
08:56: about the quote and if you are not the person they spoke with on the first day this
09:02: will be able to be shown on the lead itself so you could always go and look at the
09:07: lead and see what someone else had put as far as the quote information that they
09:14: gave them the day before so
09:16: you can go ahead and select those different billing types put a potential hourly
09:21: rate in there put any other specific details that you gave the client or potential
09:27: client if you charge admin fees and then what do you want to call that admin fee and
09:36: actually let me swap this one out let's go
09:42: there we go So
09:44: all
09:47: right.
09:48: So I hit create lead and that says that the lead was successfully saved.
09:53: What does that mean? Well, it means two things for us.
09:56: One is from this point on, Heather Delilah is going to be a contact in Carrot Legal.
10:03: So from this point on, I can, if she was to call back or they were to call back
10:07: three years from now and they never moved forward with us, right? And they call back
10:11: three years from now.
10:12: I should be able to pull that contact up and see where we left off.
10:16: In addition, not only are they a contact, but now they're in the CRM icon over here
10:21: on the left or on the CRM dashboard as
10:26: a lead. So as you can see, here's my leads
10:29: dashboard. And
10:30: here's the very first lead, the most recent one that we entered.
10:34: And there I can see who the owner is,
10:37: the status that they've been contacted,
10:40: whether or not that conflict check has been cleared,
10:44: and how they heard about us,
10:47: the probability of us retaining them,
10:49: the value of this potential
10:52: lead.
10:53: And we can also do things such as a quick edit.
10:59: Scroll down here and
11:02: add comments.
11:05: Save.
11:07: When you do that quick add,
11:09: it adds comments to this section if
11:13: you go to the far right hand side you can send Heather here an email
11:19: go ahead and convert this potentially to a matter set
11:25: it as junk set it as loss maybe they told you that that
11:31: you were too pricey for their price range or
11:35: you can delete the lead if it is a duplicate okay so So those are some of the
11:39: options here.
11:40: I wanna point out also that here on the leads
11:45: kind of toolbar at the top, you will have a plus sign on the far right where you can
11:51: add leads
11:53: again.
11:54: There's also on the far right hand side, an option where you can set the location of
11:59: where this lead will be working out of with your firm.
12:04: Any of those comments, this is kind of where you can also add those comments we
12:08: mentioned earlier with the quick edit and
12:11: then the client goals which will stick with the
12:14: potential lead all the way through the matter process
12:18: so just kind of noting that you can also start the plus sign right here to start a
12:22: new lead but i use the plus sign at the top newly for
12:29: linking that contact us card to your website we do have a help menu or help
12:38: article on that as well but we use WordPress to make this happen and that's what
12:42: this is
12:44: and the setup of that if if you use the help article will
12:50: also be done in your firm settings under CRM.
12:56: You can take whatever you have displayed here under leads and either print it to a
13:02: pdf or export it to excel.
13:04: You
13:06: can use the filters here to narrow down what you're looking for as well as the
13:12: funnel on the far right hand side for additional features and filters
13:18: and you can just hit search at
13:23: the top of the dashboard here you can see that there's just some just some great
13:28: data to have on hand where
13:31: most of the statuses stand right now for your firm so we have a lot at our firm
13:36: that's not contacted not a good look for us but you can see that lead pipeline how
13:41: it's broken out by status what
13:44: is the heaviest practice area for our leads and we have a few pretty balanced ones
13:51: but here you can see probably litigation and administrative or administration's
13:56: fairly
13:57: equal leads
13:59: by source how they're coming in the door or how they hear about us And then on the
14:06: far right, how many leads came in today?
14:09: How many have we converted from a lead to a matter?
14:13: And then if we were to close everything in our leads right now, what's the pipeline
14:18: value?
14:19: If you hover over these, they also give you additional data.
14:23: So leads this month,
14:25: the conversion ratio,
14:28: and the adjusted pipeline value.
14:32: All right.
14:33: so let's go ahead and go to the lead itself
14:38: oh just sorry one other thing here if you click the star it bumps the lead to the
14:44: top okay so let's go ahead and click on their name entering into the
14:51: lead page itself now if you are familiar with the matter page then you will notice
14:57: that the lead page is very similar to the layout of the matter page so here on the
15:05: top left
15:06: you'll have some information about the lead just as we have on the matter page
15:10: information
15:11: about the matter so this lead will have the created date what
15:17: is the status and we can click on this and change the status at any time the
15:23: status should definitely be maintained.
15:25: We can state whether or not the conflict check has been cleared or not.
15:34: We can
15:38: state whether or not the retainer has been sent by selecting a date.
15:45: We can update that potential revenue
15:49: and
15:52: we can change the lead owner,
15:55: practice area, set the primary source, secondary source if we need, and also update
16:00: that probability of the client moving forward.
16:04: On the right-hand side, those are those custom fields that we discussed earlier.
16:08: As long as you keep the same practice area, when you convert to the matter, these
16:14: custom fields will go with the matter or the lead.
16:19: on the tabs here across the middle of the page should look very very similar to the
16:25: matter page with the exception of the overview this is just kind of a cover page if
16:31: you will letting you know whether or not they've submitted an intake form scheduled
16:37: any events such as a consultation have
16:40: we had any recent communications with them and if they had inquired through the
16:46: WordPress contact us on your website we would be able to see that message here what
16:52: was the referring site and the pages visited in order to get to that kind of like
16:56: click path so just to kind of a nice cover page that we don't have on the matter
17:01: side but for obvious reasons here this gives us some specific details to the lead
17:08: contacts
17:09: is the same as the matters page so to add contacts click the plus sign etc now there
17:17: won't be a billing contact at first glance here events
17:22: you can go ahead and start to initiate that consultation process here by adding an
17:29: event task
17:32: maybe you have a kind of lead follow-up process where your
17:39: team members have to reach out to the lead three times before they close it out or
17:44: maybe this client is interested in moving forward and the first thing we have to do
17:48: is book the consultation second thing is send the retainer agreement etc so
17:55: that can be maintained through task here so that everybody knows what steps have
18:01: been completed you
18:03: can also take notes just like you can on the matter level
18:07: labeling them here adding the details here and hitting save
18:13: You can also maintain that same old folder structure that you see under matters
18:17: notes
18:19: as well as under documents folders.
18:23: So it will also maintain that same folder structure that you have if you have that
18:28: set up.
18:29: Your email communications and if you use the phone call option,
18:35: also the phone call option.
18:38: Although the phone call option typically has a timer with it, because we don't track
18:43: time on leads in Carrot Legal, there won't be a timer here.
18:47: Some folks still like to have the time documented in the notes, so that is more than
18:53: fine.
18:53: You could just add that to the details of the phone call here.
19:01: Texting, if you decided to text this potential client, you could go ahead and do so
19:07: here
19:08: and just make sure that you get them to consent.
19:12: Adding your documents per normal.
19:16: Definitely sending out intake forms.
19:18: This tends to be more of one of the better
19:23: functionalities I would say for specifically for leads is that you can now do intake
19:30: forms
19:33: that you can create yourself as a firm
19:36: and send to the client electronically.
19:40: Or you can also just fill out the information yourself.
19:43: Maybe they're in the office for a consultation and you can just fill out the
19:50: information from FirmSide.
19:51: So let me just demonstrate this, since this is a tool that gets used a lot with
19:56: leads.
19:57: We do have a separate training and a separate like help article and video on intake
20:04: forms.
20:04: There's even a video here.
20:06: If you click on intake forms tab, there's a video there for you.
20:10: But we'd love to go more in depth on that on another training, but I just wanna
20:15: demonstrate what this will look like for you.
20:17: Once you have your lead set up, you could simply go to the intake forms and initiate
20:23: the form that you had.
20:26: Maybe it's an intake form.
20:29: And if you choose to share it with the client, there's a share button where you can
20:33: display the link, send them the link and they would go
20:39: ahead and copy the clipboard pretend like we sent it to them they click on it and
20:45: here they would go ahead and fill out whatever information you've requested from
20:50: them so
20:52: let me just throw some information in here
20:56: There
21:09: we go.
21:09: I'm going to submit it instead of save it.
21:14: And this is from your client's perspective, right? So it'll have your firm logo, and
21:20: then they can go ahead and fill out whatever information and click submit.
21:27: And then on the firm side, you'll get a notification letting you know that they've
21:30: submitted that intake form.
21:33: And when you go to the matter page,
21:36: it's pretend like we're just coming into the matter.
21:38: I can go to the matter page here, go to intake forms, and I'm just gonna hit
21:43: refresh, there you go.
21:46: There's their information filled in.
21:49: Now if you wanted to, instead of having someone
21:54: outside of the firm fill out the intake form, you instead wanted somebody inside the
21:58: firm, you can do similar process here, plus sign.
22:06: Go ahead and select the adoption intake for
22:10: who.
22:12: I'm going to make this name unique because I already had adoption intake in there.
22:16: And instead of sharing it, I'm just going to fill now.
22:22: Get this out of here.
22:26: All right.
22:26: So this one,
22:28: let's see if it actually came to.
22:30: me try this one more time because I think I
22:33: that a little too fast
22:45: okay let's see if this will help me again okay there
22:51: we go oh
22:53: let's try it one more time plus sign
23:05: Okay, and then fill
23:10: now.
23:12: There we go.
23:12: All right, now I can go ahead and
23:17: fill this in.
23:22: And when I hit save and close, I can see here the name of the intake form is just a
23:28: little bit different and then this is the one that was shared and submitted so I can
23:32: always click through these different forms here on the left hand side this data can
23:37: later be used in document templates so
23:42: just kind of keep that in mind as well like if you have created an intake form that
23:47: you then want to feed whatever information that the client fills in you want to feed
23:51: into a template you could have it set up to do that so just keep that in your back
23:57: pocket there you have intake forms options lets you revisit the settings on that
24:03: particular lead
24:06: and then activity log just gives you kind of an overview of what's been done on that
24:10: lead
24:12: okay so i'm going to go ahead and click back view all leads and
24:21: once you establish your contact in here or establish your lead typically if you were
24:28: doing like a conflict check you would go run your full-on conflict check and you
24:33: would want to attach that conflict check proof to the actual lead so you would go
24:39: back in go to documents and attach it but at this point really it's all about
24:44: maintaining the lead so following up with them trying to get that retainer in there
24:49: etc once you are ready
24:53: to convert them to a matter you can use the right hand side
24:59: convert to matter and here you just got to give this matter name this can always be
25:06: updated later but we like to try to do it on the first go about
25:16: there we go hit convert and
25:19: then that just takes us directly to that new matter from here ideally if
25:25: you are going to kick off a workflow for the matter so all the things that need to
25:31: be done to set up this new matter then you would kick that workflow off.
25:36: But other things that I would recommend as soon as you get in here is going to
25:40: options and just revisiting because as you can see this options tab is a lot more
25:46: vast
25:49: than the leads options tab.
25:51: So just making sure that you're going through and revisiting like your billing
25:54: settings, whether or not you have time entry rules, anything like that and making
25:59: sure that's updated and then in addition making sure that your contact here has
26:06: an email address and
26:09: they have a good billing contact right sometimes it's not the primary client and you
26:13: have to add the new billing contact so just be kind of conscious or aware of that
26:18: all right
26:20: you could go ahead and fill in or make sure that the originating and billing attorney
26:24: was added if you had docket numbers, any other custom fields, you could really start
26:29: to fill in all the gaps, if you will, on your matter.
26:34: All right, just a few last things here.
26:37: If you notice on the lead page,
26:41: I'm going to point this out one more time.
26:43: On the lead page, there is no time
26:48: entries,
26:50: no flat fee, no expenses.
26:53: So there's no tab to track that.
26:55: There's no invoices or payments here.
26:59: Okay, so kind of keep that in mind as you're deciding what your workflow is going to
27:04: look like for your potential clients and how you store them.
27:09: If we go to firm settings, there's just a few settings I want to highlight for you.
27:14: Under CRM here, there are CRM options and CRM sources CRM
27:21: options will allow you to get the token for your WordPress so you can add that
27:28: contact us card to your website that is right here so if you just click on it you
27:34: can share it with either your IT or your website host and
27:39: they can probably go ahead and get that set up for you you can also say if you want
27:43: certain users notified when those contact us cards come in
27:47: CRM sources will allow you to add all of those sources that you have or that you
27:54: want to track like we were talking about earlier but how did they hear about you
28:01: other than that that is your coverage on the CRM dashboard and adding leads into
28:10: carrot legal.
28:11: I hope you found this training helpful and I look forward to having you on others.
28:15: Thanks for your time.