During life’s biggest moments, the last thing you need is more complexity. But while the law is there to protect you, finding the right attorney at the right time and the right price can be challenging. That’s where Flare comes in.

Flare is the tech start-up reimagining how attorneys and clients work together, making legal support more accessible and affordable at critical times in people’s lives. It connects clients looking for legal advice to an attorney with the right expertise – from civil matters like family law or employment disputes, to criminal cases – and offers flexible payment options so no one has to go without support.

“Salesforce helps us join the dots to offer clients a more seamless experience from enquiry to closing,” explained Mor Baranes Schwartz, Head of Business Applications at Flare. “It gives us the transparency we need to communicate clearly at every step and keep things running smoothly.”

The sales team is responsible for converting interested attorneys into happy customers. Leads are captured and managed in Sales Cloud, and to make sure no opportunity is missed, calls that come in outside of office hours automatically trigger an action for a sales development rep to call back the next working day.

Reps personalise communications with the prospect’s name, and Salesforce insights help them to work smarter – for example by suggesting the optimum number of times to reach out to someone to balance keeping them engaged with overwhelming them.

Einstein Lead Scoring helps the team to prioritise where to focus, and prospects can schedule their own meetings using Calendly, which is integrated with Salesforce.

When an attorney signs up to Flare, their preferences are tracked in Salesforce to ensure they’re only offered relevant cases that match their area of expertise and availability.

If an attorney needs support at any point in their journey, they can reach out the customer experience team by phone, email, or webform. Service Cloud captures these cases and routes them to the most relevant person depending on whether the case is from an existing client or prospect and filtered by topic.

The support team handles 1,000 cases per week, and Flare is currently implementing KPIs to ensure clients receive consistent, high-quality support.

“The customer experience team checks client scores on a daily basis so they can reach out to anyone with a low score. In the next quarter we’re going to look at other factors that impact their experience to make sure we’re always meeting their expectations and improving our service,” said Baranes Schwartz.