P2P

25 I L T A N E T . O R G obviously, you capture revenue that you would otherwise leave on the table," said William M. Harrelson II of Harrelson & Harrelson LLP. Aside from billing, there are so many insights hidden in data captured from the calls law firms have with clients. What if your customer satisfaction team could measure the exact percentage of calls that end with a satisfied client? What if your office manager could track the number of calls each assistant receives and tie that back to the cases involved? Just having searchable audio recordings is a huge step up from having to listen to hours of calls to find the one detail you thought you remembered someone saying during a meeting. "With Dialpad, every call with a client gets filed into a communications log. From there, if I'm ever curious if someone called, I can always go into the communications log and see who talked to whom. My staff will go in and connect it to its particular matter, and we're able to see that the phones are ringing, the tasks are getting done," said Miller. All Together Now Legal practices are some of the most traditional, longest- standing companies in many cities throughout the United States. But to keep pace with the demands of running a modern business, law firms must understand how to leverage the latest technologies. Forward-thinking attorneys, office managers, and legal assistants have integrated technology into their practices by upgrading their phone services. Instead of relying on old-fashioned phone companies, many firms have implemented a cloud-based communication platform to improve their workflow capabilities. However, the more forward-thinking firm not only need reliable communication tools like Dialpad and legal practice management software like Clio, but they also need a single pane of glass from which they can manage all those interactions as well as keep accurate time records, get invoices out and more. A single platform that encompasses all communications also makes it easier for attorneys to be flexible - they can take a call from their computer or on the road and all the transcripts and recordings will be available in the same place. It also eases the burden on admins and IT who now have one view to track case interaction and ensure compliance. Law firms need more flexible, client-centered ways in order to succeed in the future and a truly unified communication (TruCaaS) platform is the simplest way to achieve that. The right system helps offices run more smoothly and provides the features needed to improve client engagement and office management. This means having the ability to automate work, take on more clients, increase billable hours, and a range of other benefits that can aid both new and well-established firms work more efficiently and effectively. As a former attorney, I understand first-hand the importance of the client-lawyer relationship and how critical it can be to keep up to date with all the latest case developments. If there was a solution like Dialpad 20 years ago when I was practicing law, we could have saved a lot of headaches. ILTA Craig Walker is the Founder and CEO at Dialpad. Previously, he was Founder and CEO of GrandCentral Communications (now Google Voice) and prior to that, ran Yahoo! Voice as the Senior Director of VoIP at Yahoo!

• Cover