Edition: Enterprise | Industry: Law firm | Features: Customization, Views, Workflow Rules

• Capture all the cases in one place 
  

• Allow attorneys to view and choose the cases based on their area of expertise. 
  

• Automatically assign the unassigned cases to the partner, Tresa Sweely, after a few days.
  

• Track case-related communication, case history, and documents and maintain a backup as per the compliance guidelines.  
  

Solution

Capture case details

Leotta first sets up a web form that collects case-related information from website visitors and pushes it into the New Cases module in CRM. All the incoming cases are assigned to the partner, Tresa Sweely, by default and a tag 'New Case' is assigned to each record. Until the attorneys choose a case and convert it into a client, Tresa is the case owner.

Enable attorneys to choose cases

Leotta has created a custom view that lists all the records that have the 'New Case' tag. The attorneys simply click on the custom view to see the cases. Since Leotta has enabled read/write permission for the New Cases module for all attorneys, they can change the case owner from Tresa to assign it to themselves. They also convert that case into a Client, which moves the record to the Clients module.

Some cases are not chosen by any of the attorneys. To review and close these cases, Leotta has set up a workflow rule that is triggered 3 days after a case is added to the New Cases module and triggers the following actions: 

• The 'New Case' tag is removed
  

• The Case Status field is updated to Not Chosen
  

• The partner receives an email notification about the case  
  

Workflow configuration:

Since CRM provides 360-degree customer information, the attorneys can find all notes, tasks, calls, emails, documents, and other information related to a specific record in the Record Details page. The attorneys use the native attachment field to add documents, screenshots, etc. This helps them track all the case-related activities. Leotta has enabled the auto backup feature, which backs up all CRM data right away.