Braithwaite, Boyle Law Offices
Corporate Profile
Braithwaite, Boyle is the largest accident injury law firm in Alberta,
Canada. The firm consists of 22 lawyers, five receptionists, two IT personnel,
and approximately 65 additional support staff. Being such a large firm,
BB receives hundreds of phone calls a week from prospective clients.
The Issue
As a law firm, Braithwaite, Boyle relies on contact management to ensure
client allocation and retention. The firm handles a great deal of phone
calls from prospective clients. Receptionists represent the first tier
in contact acquisition by determining if the person they are speaking
with is eligible for representation. Within the screening process, the
receptionist must also determine to which department and individual this
new contact would best be suited.
For several years, and until recently, BB had operated on a DOS database
system. BB experienced many problems with this system because DOS applications
generally aren’t multi-network compatible. BB needed a solution
that could track phone calls and potential clients in a manner that was
both user-friendly and time-efficient.
The current system in place was very cumbersome for the receptionists
and the attorneys. The process of relaying information back and forth
was ineffective and labored – thus costing the firm valuable time
and money.
The Solution
Braithwaite, Boyle was looking for a contact management tool that would
enable its staff to operate more efficiently. A key determinate for software
acquisition was whether the solution could integrate with their Novell
platform that was well established and highly valued. “We needed
something that would integrate well with our Novell system and had superior
functionality,” said Jeff Dorey, Information Officer at Braithwaite,
Boyle. “Everyone we asked pointed to GroupLink. We still researched
five or six other systems, but everything out there was either unable
or unwilling to provide us all the things we specifically needed.”
GroupLink’s eReferrals contact management system provided BB the
means to handle contacts in a more timely and efficient manner. With eReferrals,
once a call is determined to be a qualified contact, the receptionist
can easily record critical information while she is speaking with that
individual. He or she can then send the call with all the needed information
to the appropriate attorney. The attorney then has instant access to this
potential client’s information before he even picks up the phone
– simply by accessing the information on his “MyReferral”
screen. “Because the system is web-based, it is incredibly fast,
and saves all of us much time and effort,” said Dorey. “Due
to GroupLink’s ability and willingness to fully customize its software
solutions to suit our needs, we acquired a system that perfectly fits
with our business objectives.”
“The process of implementation was very simple and I conducted
the training myself,” said Dorey. “It was basically a matter
showing each receptionist and attorney the screen, showing them how to
enter information, and off they went. GroupLink’s eReferrals significantly
simplified the process of recording information for each and every call—and
stores it in one easily accessible location.”
As with all GroupLink products, installation is a process that is choreographed
and engineered by GroupLink’s professionals. “Our part in
the installation process could not have been less intrusive,” said
Dorey. “We operate on a SQL platform, so I simply set up an account
for GroupLink, provided them the necessary security information, and they
handled the rest. The installation was done over the web—it was
all done in less than a day.”
Conclusion
With the implementation of GroupLink’s eReferrals, Braithwaite,
Boyle is now operating at an entirely new level of ease and efficiency.
“This system saves everyone time,” said Dorey. “Within
our first two weeks of implementation, we accumulated over 3,000 contacts.
The ability to track, and navigate these leads in such a user-friendly
and effective manner has been invaluable to us.” GroupLink’s
eReferrals is a key element to Braithwaite, Boyle’s bottom line,
enabling its receptionists and attorneys the power to streamline the process
of collecting leads, saving the company valuable time and money.
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