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Case · Law firm

The office that stopped relying on memory to take care of customers

A mid-sized law firm meticulously monitored each case, but the relationship with clients remained confined to WhatsApp, notes, and the individual lawyer's mind. We moved the client journey to a CRM linked to finance, from the first contact to post-closure.

Talking about my office See what has changed.
Sector
Law firm, medium size
fronts
CRM, integrations and data
Secrecy
Name and numbers preserved.

Published updated on .

Customer fileIllustrative screen
Client since the first consultation.Origin: indicationFull history
  1. Query
  2. Qualification
  3. Proposal
  4. Contract
  5. Production
  6. Post

Current stage: Process

  1. First conversation via WhatsAppRegistered origin: customer referral
  2. Proposal submittedReminder on the scheduled return date.
  3. Contract signedFees entered into the financial system.
  4. Time to give an update on the process.Automatic reminder for the lawyer
Conversations, proposal, contract, and receipt all on the same form.

The case in one minute

Case summary

Talking about my office

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The entire case, organized by topic. Tap to open.

The starting point

Great care is taken with each process. Little insight into each client.

As in many offices, the client was treated like a case: closely monitored until closure and then forgotten.

The history was scattered across WhatsApp, email, personal notes, and the memory of the person who handled the case. Each new lawyer learned from scratch how lead generation worked.

The relationship depended on each lawyer's memory.

  • WhatsAppDoctor, is there any update on my case?
  • AnnotationReturn to Thursday's offer. What was the amount again?
  • E-mailRE: RE: RE: Fee proposal
  • SpreadsheetCustomer origin
  • NotebookWho assisted this customer last time?
Illustrative scene: where the customer was before CRM.

What we build

From the first contact to post-termination, without depending on someone to remind you.

We map the customer journey and bring it into the CRM. Each step has a follow-up trigger, so no customer goes cold due to lack of contact.

  1. Initial consultation

    The first contact enters the CRM already with the origin: referral, website or event.

    Registered origin

  2. Qualification

    The demand is understood before it becomes a proposal.

    Return reminder

  3. Proposal

    The proposal submitted will not be forgotten without a response.

    Automatic follow-up

  4. Contract

    The finalized contract is entered into the financial system and becomes accounted for by that client.

    Revenue per customer

  5. Specialized Care

    While the process is underway, the client is kept informed.

    Contact reminder

  6. Post-closure

    The affair ends, but the relationship continues.

    New service alert

How did we do it?

First, understand the office environment. Then, choose the tool.

The project went through all three layers of our methodology and used three of the five engineering fronts of... Bytebio.

  1. Strategy

    Diagnosis of the commercial flow

    We mapped out each step, from the first contact to the end of the relationship, before configuring any system.

  2. Engineering

    Three fronts working together

    The journey became a process within the CRM, linked to what the firm already used.

  3. Operation

    Adoption by the team

    We train the sales and operations teams and monitor usage through monthly rituals, so that CRM becomes routine.

What has changed

Five questions that went unanswered. Now the answer is on a screen.

  • Where do our customers come from?

    Previously, no one could tell if they came from referrals, the website, or events.

    AgoraThe origin is recorded upon initial contact, and the finance department cross-references revenue with this information to identify the most profitable channels.

  • How many consultations resulted in contracts?

    Before , conversion was based on guesswork and no measure.

    AgoraThe team tracks how many inquiries turned into proposals and how many proposals turned into contracts.

  • Who hasn't been in contact for months?

    Before, it depended on someone remembering.

    AgoraThe panel separates active and inactive clients, and the lawyer receives a reminder to resume the conversation.

  • How much does each client represent?

    Previously , revenue was handled by the finance department, far removed from customer relations.

    AgoraWith CRM linked to finance, revenue is displayed per client, along with the average ticket size for the portfolio.

  • If a lawyer leaves, who knows what was agreed upon?

    Previously, the history was in his notes.

    AgoraEverything is documented. Whoever arrives takes over the client with the entire context.

  • New questionWhat else can we offer this client?

    AgoraThe system identifies customers with potential for new services, and the opportunity is no longer missed.

Secrecy and governance

Office client data requires extra caution.

CRM was designed for those who maintain professional confidentiality.

  • Access by profile

    Each person sees what they need to work with, and nothing more.

  • Auditable history

    The interactions are recorded and can be consulted later.

  • Confidentiality and LGPD (Brazilian General Data Protection Law)

    Restrictions related to professional confidentiality and the LGPD (Brazilian General Data Protection Law) are factored into the design from the diagnostic phase onwards.

That's why this case has no names or numbers.

We preserve the firm's identity, areas of expertise, volume, values, and technical details. Those who hire us expect the same care.

For whom it makes sense

When is it worth it, and when is it not yet the right time?

It makes sense when

  • The firm wants to professionalize its sales management and have predictable revenue.
  • Several lawyers represent clients, and the record is frequently lost.
  • There is interest in offering new services to existing customers.

It's not a priority yet when

  • The office is individual, and the client volume is managed manually.
  • The team is unwilling to change processes and adopt new tools.

Possible next steps

With the foundation in place, the rest connects.

None of that was necessary to begin. These are paths that the structure leaves open.

  • AI Screening

    Classify new contacts by area and urgency before they reach the lawyer, always with human validation.

  • Timeline panel

    Critical procedural deadlines related to CRM, with a warning for the responsible party.

  • Faster proposals

    Draft proposals generated from templates.

  • Satisfaction survey

    Customer feedback collected at the end of each process.

Keep exploring

Solutions involved

See all cases

Read also

Want to see your office portfolio on a single screen?

We begin with a brief diagnosis of the current workflow. It's not necessary to replace all systems at once: often, the greatest gains come from organizing what already exists.

  • Diagnosis before the tool
  • Bitrix24 ou Kommoaccording to the office
  • Confidentiality and LGPD (Brazilian General Data Protection Law) from the design stage.
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