No Code for Legal with Salesforce – Titan and Lucent Law’s Partnership
Titan Solutions in the Legal Industry
Did you get a chance to watch the Legal Industry webinar hosted by Ben Miller, Senior Account Executive at Titan? If not and don’t have the attention to commit to a video at this moment, keep scrolling and join us as we recap the webinar that covers the outstanding partnership between Titan and Lucent Law.
Alongside our Titan expert Ben, the webinar included our special guest Brett Sullivan. Brett is a Member of Lucent Law based in Washington and has been practicing law since 1994, specializing in the estate planning, real estate business, and probate fields. Brett has generously connected with Ben for this memorable webinar to discuss the solutions firms can apply to the legal industry by making the most out of Salesforce and Titan.
Titan and Lucent Law’s Collaboration
Lucent Law partnered up with Titan in 2019 and has never looked back! The small law firm led by two partners has helped push the boundaries of the Titan platform and its integration into Salesforce. Some of these genius ideas evolved through their partnership might improve the internal processes for your law firm. So keep reading to discover how Titan can help extend your Salesforce experience in the legal industry.
Choose Titan to Amplify your Salesforce Digital Experience
Ben has kindly provided an excellent introduction, “Titan is a digital experience platform for Salesforce with a number of different products that allow you to integrate external processes with your internal Salesforce instance.” Our offering includes:
Lucent Law’s Journey
Lucent Law is a firm focusing on legal solutions related to business, real estate, estate planning, probate, homeowner association, and condominium matters.
Brett and his law firm partner Spencer had always stayed on top of the technology game. As a small law firm, they sincerely appreciate how technology can assist in doing more with less at hand. Being able to use resources better was key to their business objectives.
Before Salesforce, Lucent Law had bounced around with cloud-based platforms such as Rocket Matter or Clio, but nothing seemed to work as well as Salesforce. So, Lucent Law started using Salesforce with the Navalogics application to create custom solutions for their law firm. The default license obtained with some custom objects from Navalogics was more adept for larger firms or corporate law departments.
Brett continues to clarify in the webinar, “We are a small law firm that deals with high volume matters. “ It’s no surprise that this relationship between Lucent Law and Navalogics did not last.
According to Brett, setting up Salesforce at the legal firm was primarily undertaken internally with some help from an expert to fit their unique use cases. Salesforce is integral to Lucent Law’s goals as they are firm believers that every piece of client data gathered, collected, or needs to be interacted with must be pushed to Salesforce.
Lucent Law’s use case is not centered around selling but on tracking all client data to assist their workflows. Do you have a similar use case and need your data correctly pushed to Salesforce? Contact Titan for a demo today.
As Lucent Law progressed, their next task was finding a document generation application, and they signed up for Conga Documents. Unfortunately, Conga was too complex for the specific use cases that Lucent Law required. Thankfully, the law firm found Titan online while searching for alternative solutions to Conga.
Titan helped Lucent Law extend its Salesforce workflows. One challenge for small firms is getting staff up to speed without interrupting Salesforce. Titan played a big part in helping the Lucent Law team get up to speed by providing internal forms or applications. These are some main reasons Lucent Law has had a big push to partner up with Titan. Brett notes that receiving and working with client data is much easier, faster, and less time-consuming when working with Salesforce and Titan.
The Titan and Lucent Law Quick Tour
Backtracking to give you an idea of the timeline, Lucent Law started with Titan Forms in 2019 and then jumped immediately into the beta of Titan Web when it was available. The advantages of Titan Web were clear to Lucent Law! Titan Web offers a much faster, more accessible canvas to work with and a way to build the applications that Lucent Law needed.
Although Brett tried to work with other 3rd party apps in Salesforce, Titan proved to serve all of his past and future needs to meet and satisfy his business requirements using Salesforce.
Lead Generation Forms
Where do Leads Come From?
Lucent Law uses a lead generation tool for the For Sale By Owner processes. The Lucent Law portal has a WordPress lead generation page that links to digital marketing campaigns found on Google, Facebook, and more. Leads that click on any of the external marketing campaigns direct back to Lucent Law’s lead generation page.
Additionally, Lucent Law has embedded a Titan web form on the lead generation page as an iframe to reach out and find people interested in learning more about the For Sale By Owner process and what the legal firm offers. Lucent Law eventually realized they wanted to use the Free Offer route as a strategic maneuver to generate leads. Titan also provided a checklist in the web form for prospective clients to work through to attain a calculation of how much money they could save if they chose to work with Lucent Law instead of a real estate brokerage.
Titan Custom Web Forms for Lead Generation
By clicking on the Get My Free Checklist button on the web form, visitors to the Lucent Law portal are presented with a confirmation message generally stating Lucent Law is not your lawyer or giving you any legal advice. After clicking on the Confirm button, visitors have access to the checklist that contains a series of questions in bite-size chunks that does not clutter the iframe.
A quick reminder is that Titan is pulling all the question data or values directly from Salesforce in real-time to present to visitors completing the forms.
After the visitor completes the questions by clicking on the Submit button, the Titan web form provides an accordion element that supplies free customized information from Lucent Law based on the visitor’s input data. The Titan form also includes a calculator where the visitor can input data to work out comparison fees between Lucent Law and average real estate brokerages.
The Titan web form also includes a button configured to drop down a calendar so a visitor can schedule a consultation with Lucent Law.
Important to note that all data entered into the Titan form by the visitor is pushed directly to Salesforce in real-time to ensure your lead data is stored and categorized accurately. No need to wait for a visitor to fill out the whole form. Go ahead and create records as you choose in Salesforce and work with them throughout your process using Titan’s powerful bi-directional data feature.
Client Intake and Onboarding
Lucent Law utilizes a form called New Matter Opportunity Intake exclusively for internal users to gather information on prospective clients, which is saved directly in Salesforce. Lucent Law can analyze the client data for the following tasks:
These tasks and data are crucial when converting prospective clients to firm clients as the onboarding is ready to start faster. The collected information is also used with Titan document generation daily with engagement agreements.
Titan Custom Web Forms for Client Intake and Onboarding
The internal team at Lucent Law fill out the New Matter Opportunity Intake form with the following initial information from prospective clients:
Once the user clicks the Submit button, all the data will be pushed directly to Salesforce with Titan, and simultaneously, the user will be presented with additional fields to fill in that include:
- Select Inquiry Routing
- Select Paralegal to Route Call with options to schedule a date in an embedded calendar for the meeting.
Upon clicking the Submit button, a Success message is displayed to the user. At the same time, an email with the client data captured from the New Matter Opportunity Intake form is sent to the paralegal to prepare them for the scheduled meeting. The email will also include a link to Salesforce to view all the prospective client details attached to records in the CRM cloud if you so wish.
Future Developments for the Web Forms
Upgrading the New Matter Opportunity Intake form is in progress with Lucent Law. It consists of a multi-page form that allows the paralegal to navigate to Titan rather than Salesforce for their preference. Why? There are two reasons for this undertaking.
For starters, viewing the data on Titan is more straightforward than on Salesforce’s platform. But more importantly, this process adjustment will allow the paralegal to work with a different page on the same form. Streamlining workflows and ensuring the first client interaction data all lives in the same form is the goal of the process change. When ready to launch, this new form will contain the following data:
The intake script will take the paralegal through the particular subject matter at hand on a step-by-step basis to determine what needs to be collected from the client. This update will help scale workflows concerning the future volume increase and ensure that clients are asked the right questions every time! online Client Qualification and Payment
Lucent Law has a Titan web form underway that visitors can access through one of the website pages. The future goal is to drive the sales of more fixed-price services for the estate planning and real estate area clients. To achieve this, Lucent Law has created an Essential Law Branding process for their portfolio’s more basic estate plans. Important to note that this plan would not extend to the more complex or tax-based estate planning processes.
Embracing a Full Digital Experience with Titan
The entire purpose of the process is to allow the potential client to engage with Lucent Law entirely online, eliminating back and forth emails. This fully online engagement process between Lucent Law and clients enables leads to interact with the portal, gather more information from the web page, order a service, pay for the service, and finally go right into client intake. This new process flow will cover the full spectrum of being a potential client to the client intake process.
Online Client Qualification Process Flow
Any visitor to the webpage can click on the Order Now button, which navigates to the Qualification page, where they can answer a few personal questions on a Titan web form that can identify the right package based on input responses.
After answering all the questions, the visitor can click on the Submit button, which will navigate to another Titan form that has qualification checks on requested client information that needs to be provided to create an account in Salesforce for Lucent Law:
Once details are supplied, visitors are directed to the Legal Services Engagement Agreement section, which can be confirmed by typing in a name and selecting the I agree to the terms above checkbox. Clients can now click the Proceed to Payment Options button to continue the process flow while all data is pushed back to Salesforce in real-time.
Lucent Law is using Gravity Legal as their vendor for their credit card payment system but is eager to switch to Stripe Integration provided by Titan in the future! And that, in a nutshell, will be the process flow for their Inline Client Qualification and Payment process.
Client Facing Intake Form
Visitors to Lucent Law’s webpage can also gather information on estate planning to assist decision-making through Lucent Law’s Will Package Guided QuestionnaireTM, a web form process. The 20 primary page Titan form contains 45 models and is a secure webpage protected by SmartV, also a Titan product. The reason for this extensive form is that it is the complete full-spectrum intake process for clients. Although client-facing, internal staff at Lucent Law can also interact with the form in the case of a telephonic client intake, for example.
Document Generation with Titan
Once all data is in Salesforce, Lucent Law can get the advantage of generating documents and working with the additional information provided by clients. The interstate planning section of Lucent Law’s portfolio has multiple documents but one of the first documents they need to generate using Titan is the agenda for lawyers to use for the initial consultation meeting with clients.
The consultation meeting is booked via an embedded calendar by the client on the Guided Questionnaire form. Keeping in mind, this functionality is a part of all packages created at Lucent Law. Brett reminds us that Lucent Law is selling legal services, and in order to make that accomplishable, they need to have lawyers providing guidance and ensuring they do the right things for clients based off data.
The generated document gathers information from Salesforce and presents a customized agenda that will include all the questions on every page that was filled out and some custom content to help guide the lawyer. Before the initial consultation meeting, the process comprises Titan and Salesforce integrations to send out a customized agenda to the client for their perusal.
Estate Planning Documents
In addition to the agenda, Titan generates all the estate planning documents at Lucent Law. Here is a list of the customized documents generated with no code, only clicks with the help of Titan:
The Future for Titan and Lucent Law
Lucent Law is organized, helpful, and efficient! Due to charging a flat fee to clients, Lucent Law does not have the luxury of providing much time to clients, but their goal is to offer super high-quality service with the time they have when interacting with clients.
Generating documents and working with Titan provides Lucent Law with a seamless experience for clients and empowers staff to be remarkably efficient. Seeing all the projects created with Titan to make Lucent Law more productive and efficient is fantastic. Titan products are fully customizable; the only limit to extending them is how far your creativity can go!
The webinar concluded with a short Q&A session, which has been documented below for your convenience:
Did you feel like you related to Lucent Law? Do you need custom Salesforce solutions to take your legal firm to the next level? Feel free to reach out to us on any of our social media channels where we can help transform your digital experience with absolutely no code!
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