Challenge

A respected mid-sized law firm in Phoenix, known for its criminal and DUI defense work, had invested heavily in a large, enterprise-grade CRM system. The problem? The platform was far too complex for the firm’s needs, and the costs quickly spiraled out of control.

Instead of improving operations, the system became a burden:

• Financial Drain: The firm was spending a disproportionate amount of money on licenses, support, and features they didn’t use.
• Operational Inefficiency: Staff struggled with a system that was oversized, confusing, and poorly aligned with their workflows.
• Vendor Lock-In Risk: Without intervention, the firm faced being trapped in an expensive, unsuitable contract for years.

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Approach

DeSoto stepped in as a trusted advisor to untangle the firm from the vendor’s grip and put a better solution in place. Our team:

• Unwound the Oversized CRM Deal: Negotiated and managed the firm’s exit from the costly, inappropriate system.
• Vendor Selection: Evaluated the firm’s specific practice needs and identified a CRM tailored to law firm operations—streamlined, cost-effective, and user-friendly.
• Implementation & Integration: Worked closely with the firm’s administrators to deploy the new system, migrate data, and train staff.
• Change Management: Ensured a smooth transition by aligning the new CRM with the firm’s case management, client communication, and billing processes.

The engagement combined technical expertise, financial stewardship, and vendor advocacy—putting the firm’s needs ahead of vendor agendas.

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Results

The turnaround delivered both financial savings and operational improvements:

• Substantial Cost Savings: The firm eliminated unnecessary licensing fees and support costs tied to the oversized CRM.
• Better Fit Solution: Staff now use a system designed for legal practices, with features tailored to client and case management.
• Operational Efficiency: Administration gained tools that improve client tracking, billing, and reporting without the clutter of unused features.
• Renewed Confidence: Leadership and staff feel empowered, knowing their technology now fits their firm—rather than the other way around.

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