New law firm clients

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New law firm clients

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Putting new clients into Sugar is both one of the most important and most difficult tasks undertaken by a CRM Administrator. It is important because these people are our clients and the firm relies on the data being entered consistently in order to prepare reports. It is difficult because it requires an understanding of the complex client relationships and often some mind-reading if the form was not completed clearly.


New requests come into the Marketing Inbox. Always work from this list and check off those emails that have been attended to. The first step is always to review the information and decide what kind of client you are looking at.


Types of clients


There are three basic categories of client:


Pure End User


Whether a company or an individual, this is when either (1) the client and client contact are one and the same, or (2) the client contact is a straightforward employee of the client. It is one-dimensional client situation and data entry is straight forward.


Pure Intermediary


Usually a law firm, trust company, accountancy firm or other professional who acts on behalf of an underlying client. In this case both the client of record and the client contact are the intermediary. We presume there is an underlying client, but that person or company's name does not appear as the client in the billing system. Data entry is straight forward


A mixture


This comes in many shapes and sizes. It arises when the client name does not correspond with the organisation of the client contact. For example: Client is ABC Ltd with a contact at a law firm; or Client is DEF Investments with a contact at a private equity firm.


In both these cases do not create a new organisation for the client name: simply put the billing name in the correct field within the Client IDs module, but associate the Client with the Organisation of the Billing Contact.


In determining whether to categorise a 'mixture' client as intermediary or end user in Sugar look at the name of the client and ask yourself: is this the ultimate client, or is there another company or person underneath it. In both of the examples above the client would be an end user.




-Try to confirm the location of the client contacts (City, Country)
-Add interest area data to the contact as per timekeeper department
-Pay attention to Do Not Mail requests
-Sometimes the contact is already in Sugar


Asking for clarification


It is going to be necessary from time to time to seek clarification on data submitted using the new client form. Do not hesitate to do so when the situation warrants but always keep your inquiries brief and to the point. Direct your questions to the originating timekeeper.