HRJ Foreman Laws Solicitors have a proud history of long client relationships - the product of a great understanding of the local needs of Hertfordshire and a desire to provide the best in customer service. Marketing Manager, Janice O’Donnell talks about how the firm is using RedView CRM to help streamline new client enquiries.
EXECUTIVE SUMMARY
Janice says that using Redview CRM to record all client enquiries is helping the flow of information within the firm and saving time managing client enquiries.
CHALLENGES
Before RedView, new enquires were largely shared via email and telephone messages. ‘While this worked and ensured each new enquiry was followed up, it didn’t allow for a central storage place for messages. If one of our receptionists entered details in email, and then one of the team needed to refer back to the original enquiry, we would have to wade back through emails to find it. This was time consuming.’ Also, we were unable to accurately track all incoming enquiries, making it difficult to evaluate exactly how many enquiries we receive on a daily, weekly or monthly basis across all departments
HOW REDVIEW HELPED
Because the firm has a number of front line people working flexible hours - some on job share arrangements - the power of immediate, trackable information at everyone’s fingertips has proven to be immensely important. ‘It’s really helpful to not have to rely on email alone or have to search through emails because it’s literally all there in the RedView system.’
RESULTS, ROI AND FUTURE PLANS
‘The business plan will benefit from some of the key insights that RedView gives us,’ Janice says. ‘By consistently recording the source of the enquiry, we now have more accurate statistics that tell us how clients heard about us and how they found us.’ Janice believes this will forge their marketing activity into the future. ‘We’re also seeing the benefits in terms of time saving and streamlined communications to our clients.’