Customer relationship management (CRM) software goes beyond simply storing contact information. At its core, a CRM application is a robust tool that lets you manage business development, marketing, point-of-sale (POS), accounting, vendor relations and other types of operational functions, all in one easily accessible solution. It can track your interactions with clients and prospects, allowing you to engage with them on a more personal level in your conversations, e-mails and other communications.

Before researching systems, it’s important to assess your law firm’s CRM needs. Some factors to consider are price, business objectives, features, compatibility and vendor strength/reputation. To get started, this short online CRM Needs Analysis tool will help you identify what is important to you and point you in the right direction for success.

Once you’ve figured out your CRM needs, you will need to research the many CRM system options available to you. To help you narrow the field, here’s a short list of the most popular legal CRM systems. (Note that this list was compiled by reviewing multiple product reviews and user reviews. The product specs listed are the most up-to-date details to our knowledge, but keep in mind that software developers are constantly updating their products.)

Aderant

Aderant provides comprehensive practice management software for law and professional services firms. This product offers a suite of management software that includes time and billing, financial management, plaintiff accounting, CRM, and practice and case management. The solution is specifically designed to interface with Microsoft Exchange.

System features include:

  • Calendaring & Docketing
  • Client Intake Form
  • Contact Management
  • Document Assembly
  • Document Management
  • Email Integration
  • Task Management

Pros: Easy-to-use billing and time-tracking features; excellent case management system.

Cons: Producing reports can be difficult or confusing.

Best for: Mid- to large-size firms.

Clio

A comprehensive, easy-to-use, cloud-based law practice management solution, Clio is mobile-friendly and built specifically for the legal profession. It delivers all the tools that a modern law firm needs to run a successful practice, integrating seamlessly with many popular applications, including Gmail, Outlook, Dropbox, Box, Quickbooks and Google Drive.

System features include:

  • Accounting Integration
  • Billing & Invoicing
  • Calendar Management
  • Case & Client History/Case Management
  • Client Database/Contact Management
  • Time Entry
  • Trust Accounting
  • Email Integration
  • Campaign Tracker

Pros: Easy-to-use, clean interface; affordable pricing and responsive support team.

Cons: Frequent design and interface upgrades that may not be fully tested or developed.

Best for: Small to mid-size firms.

HoudiniEsq

HoudiniEsq offers CRM software that helps attorneys manage their law firm practices by integrating email, calendars, client files, billing and a Rolodex of clients, all in a centralized database. HoudiniEsq is available as both a downloadable solution and a cloud-based offering that you can access from any web browser. This CRM integrates with Microsoft Office, Google, QuickBooks and Evernote, among others.

System features include:

  • Billing and Invoicing/Expense Tracking
  • Calendar and Docket Management
  • Time Tracking
  • Task Management and Reminders
  • Case Notes
  • Client Database
  • Court Management
  • Discovery Management
  • Document Management

Pros: Syncs seamlessly with a variety of programs; allows users to view multiple workspaces; free for the solo practitioner; excellent customer service.

Cons: Free trial requires a big, complicated download; not very intuitive or user-friendly when starting out.

Best for: Solo practitioners and small or mid-sized firms.

LexisNexis InterAction

An established lawyer CRM software solution, LexisNexis InterAction is a CRM system designed specifically for larger law firms. It provides a broad view of client interactions, capturing and tracking telephone calls and identifying calendar appointments and events. It integrates with firm data from time and billing systems, human resources systems and document management systems. It also enables integration with Outlook, Microsoft Office, QuickBooks and more.

System features include:

  • Accounts Payable/Receivable
  • Billing/Invoicing
  • Time/Expense Tracking
  • Trust Accounting
  • Email Integration
  • Task Management
  • Contact Management
  • Calendaring & Docketing

Pros: Intuitive to use; easy to navigate; syncs easily with other systems.

Cons: Expensive; perhaps too comprehensive for smaller firms.

Best for: Mid- to large-size firms.

MyCase

MyCase is an affordable, intuitive and powerful legal case management solution designed for the modern law firm. You can easily organize your firm with features that  incorporate contacts, calendars, cases, documents, workflows, time-tracking and billing. MyCase is the only legal software that also includes an integrated client portal, so all parties stay informed and connected. MyCase integrates with QuickBooks, Outlook, Google and more.

System features include:

  • Accounting Integration
  • Billing & Invoicing/Expense Tracking
  • Calendar and Docket Management
  • Document and Records Management
  • Reminders and Task Management
  • Archiving & Retention
  • Case Management
  • Client Database
  • Contact Management

Pros: Very easy learning curve; 30-day free trial; client portal; affordable.

Cons: Limited contact fields; does not integrate with Dropbox.

Best for: Small to mid-size firms.

PracticePanther

PracticePanther is a secure legal software solution that provides tools to manage clients, cases, billable time, invoices and more. Simple, practical and easy to use, it can be accessed from any device, anywhere and at any time. The software is made for multi-lawyer law firms as well as solo practitioners. PracticePanther integrates with a variety of applications, including Gmail, Outlook, PayPal, Box, QuickBooks and more.

System features include:

  • Contact & Matter Management
  • Task & Event Workflows
  • Document Management
  • Invoicing
  • Time Tracking
  • Expense Management
  • Client Portal
  • Calendar & Email Integration

Pros: Intuitive and easy to use; able to add custom expense categories; affordable.

Cons: Search tools are limited and cumbersome; may not be robust enough for larger firms.

Best for: Solo practitioners and small to mid-size firms.

Rocket Matter

Rocket Matter is a web-based law practice management solution that handles legal billing, document management, trust accounting, client management and task management. The software integrates with Box, Dropbox and Evernote. Rocket Matter is available on a month-to-month subscription with no contract required. Unlimited support is included with all subscriptions.

System features include:

  • Accounting Integration
  • Billing & Invoicing
  • Calendar Management
  • Case Management
  • Client Database
  • Contact Management
  • Document Management
  • Time Entry
  • Trust Accounting

Pros: Easy billing; QuickBooks integration; excellent search tools.

Cons: No tiered pricing system; more expensive than comparable other programs.

Best for: Solo practitioners and small to mid-size firms.

There’s no doubt that customer relationship management (CRM) systems have become essential to improving law firm marketing. CRMs are among the foundations for maintaining relationships with existing and past clients, as well as attracting new business to the firm.

Do you have experience in using these CRM systems, or do you use another that you love? I’d love to hear from you. Email me, Jennifer Faivre, at jfaivre@jaffepr.com.