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How to design long-term client relationships and case management with EMOROCO CRM Lite for lawyers and law firms.
Hello, this is Matsubara, CRM Evangelist.
"Every time I get a call from a client asking, 'What's happening now?', I feel like I'm always playing catch-up."
"When the assigned lawyer changed, the context of the previous consultations wasn't carried over, and we ended up having the client explain everything again from scratch."
"Every time the person in charge at a company who acts as legal counsel changes, we have to reset our relationship as well."
As the number of clients and cases increases, managing customer information and case progress becomes more complex, leading to information becoming tied to specific individuals, progress being missed, and delays in customer service—this is the current situation for many law firms.
However, designing CRM for the legal profession has unique characteristics that differ from general sales CRM. Appropriately designing systems that address client privilege, confidentiality obligations, conflict of interest checks, and case timeline management are prerequisites for CRM in law firms.
This article explains how lawyers and law firms can use EMOROCO CRM Lite to design long-term client relationships and case management, including ethical considerations unique to law firms.
Why CRM is unique for lawyers and law firms: The need for "three-tiered management"
Designing CRM for law firms is more complex than for other industries because the information that needs to be managed is divided into "three layers."
[The three-tiered structure of CRM in law firms]
First layer: "Relationship management" with clients and consulting partners (a CRM 4.0-like layer)
Trust, emotional intensity, depth of relationship, referral network
→ Building and maintaining long-term trusting relationships
→ The source of "I'd like to consult with you again" and "I'd like to introduce you to someone I know."
Second layer: "Progress management" of cases and incidents (the case management layer)
Project status, deadline, tasks, and response history
→ "Doing things before the client asks" - proactive response
→ Preventing missed progress and delayed responses
Third layer: "Compliance management" of conflicts of interest and confidentiality obligations
Checking for conflicts of interest with the other party in the same case.
Confirmation of the scope of confidentiality
Information management when the assigned lawyer changes
→ Adherence to legal ethics
→ The foundation of trust as a law firm
EMOROCO's design policy:
Of the three layers, the first layer (relationship management)
The "second layer (project progress management)" will primarily be designed using EMOROCO.
The third layer can be combined with existing specialized systems,
EMOROCO will operate with high security in a self-hosted environment.
First layer: "Relationship management" with clients and consulting partners (a CRM 4.0-like layer)
Trust, emotional intensity, depth of relationship, referral network
→ Building and maintaining long-term trusting relationships
→ The source of "I'd like to consult with you again" and "I'd like to introduce you to someone I know."
Second layer: "Progress management" of cases and incidents (the case management layer)
Project status, deadline, tasks, and response history
→ "Doing things before the client asks" - proactive response
→ Preventing missed progress and delayed responses
Third layer: "Compliance management" of conflicts of interest and confidentiality obligations
Checking for conflicts of interest with the other party in the same case.
Confirmation of the scope of confidentiality
Information management when the assigned lawyer changes
→ Adherence to legal ethics
→ The foundation of trust as a law firm
EMOROCO's design policy:
Of the three layers, the first layer (relationship management)
The "second layer (project progress management)" will primarily be designed using EMOROCO.
The third layer can be combined with existing specialized systems,
EMOROCO will operate with high security in a self-hosted environment.
Security design premise: Self-hosting recommendation
Information between lawyers and clients is protected by legal privileges known as "Attorney-Client Privilege." Many law firms have compliance concerns about storing clients' personal information, case details, and legal strategies in cloud-based SaaS.
EMOROCO CRM Lite is a SaaS cloud service powered by Azure Container Apps,Supports self-hosting on your own servers.We do this. Because we can operate in an environment where the client's confidential information does not go to an external cloud, we can operate the CRM in the most secure way to comply with confidentiality obligations.
Field Design – A Two-Tier Design: "Client Record" and "Project Record"
In the EMOROCO design for law firms, we separate and link "client records (management of people and organizations)" and "case records (management of each case)." This is to accommodate cases where a single client requests multiple cases.
Client record (Level 1: Relationship management)
[Field design for client records]
■ Basic information
• Client's name (or company name)
• Type (selectable): Individual / Corporation / Corporate Client
• Contact information (phone/email)
• Address (overview)
• First consultation date
• Attorney in charge • Staff in charge
■ Relationship management (the core of CRM 4.0)
• Emotional temperature (multiple choice):
Deep trust (very satisfied, willing to recommend) /
Good (a relationship of trust has been established) /
Normal (a practical relationship continues) /
Caution advised (showing signs of dissatisfaction or showing little reaction) /
Action required (dissatisfaction expressed, risk of departure)
• Last contact date (by phone, in-person meeting, or email)
• Next action date and content
• Narrative (text) of the relationship with the client:
Example: "The second-generation president of a small to medium-sized enterprise. The company he inherited from his father..."
They first came to me for advice regarding labor issues (2022).
A sincere and detail-oriented type.
We place great importance on the speed of reporting.
Rather than legal explanations, the approach is "state the conclusion first, then the reasons."
"The style suits you."
• This client's "emotional triggers" (text):
Example: "If you're slow to respond, your trustworthiness will plummet."
The phrase, "I'll check and get back to you right away," is the most reassuring.
Example: "Using a lot of legal jargon makes me uneasy."
We will ensure that explanations are given in simple, easy-to-understand language.
■ Referral and Network Management
• Referral source (text): Who referred you?
• Number of referrals (numerical value): Number of referrals made
• Intention to refer (multiple choice): High / Medium / Low / Unconfirmed
■ Fields exclusive to clients (for corporate clients)
・Advisory contract start date
• Consulting fees • Contract renewal date
• The consultant (on the other side) and their position
• Risk of change in person in charge (high / medium / low):
Companies where the person in charge changes frequently should set this to high.
• Main topics of consultation this year (text)
• Emotional temperature (state of the relationship)
■ Basic information
• Client's name (or company name)
• Type (selectable): Individual / Corporation / Corporate Client
• Contact information (phone/email)
• Address (overview)
• First consultation date
• Attorney in charge • Staff in charge
■ Relationship management (the core of CRM 4.0)
• Emotional temperature (multiple choice):
Deep trust (very satisfied, willing to recommend) /
Good (a relationship of trust has been established) /
Normal (a practical relationship continues) /
Caution advised (showing signs of dissatisfaction or showing little reaction) /
Action required (dissatisfaction expressed, risk of departure)
• Last contact date (by phone, in-person meeting, or email)
• Next action date and content
• Narrative (text) of the relationship with the client:
Example: "The second-generation president of a small to medium-sized enterprise. The company he inherited from his father..."
They first came to me for advice regarding labor issues (2022).
A sincere and detail-oriented type.
We place great importance on the speed of reporting.
Rather than legal explanations, the approach is "state the conclusion first, then the reasons."
"The style suits you."
• This client's "emotional triggers" (text):
Example: "If you're slow to respond, your trustworthiness will plummet."
The phrase, "I'll check and get back to you right away," is the most reassuring.
Example: "Using a lot of legal jargon makes me uneasy."
We will ensure that explanations are given in simple, easy-to-understand language.
■ Referral and Network Management
• Referral source (text): Who referred you?
• Number of referrals (numerical value): Number of referrals made
• Intention to refer (multiple choice): High / Medium / Low / Unconfirmed
■ Fields exclusive to clients (for corporate clients)
・Advisory contract start date
• Consulting fees • Contract renewal date
• The consultant (on the other side) and their position
• Risk of change in person in charge (high / medium / low):
Companies where the person in charge changes frequently should set this to high.
• Main topics of consultation this year (text)
• Emotional temperature (state of the relationship)
Project record (Second layer: Project progress management)
[Field design for project records]
■ Basic project information
• Project name (internal identification name)
• Project type (selection):
Labor and employment / M&A and corporate law / Contract drafting and review /
Real estate / Inheritance / Divorce and family law / Criminal cases / Debt restructuring /
Intellectual property / Traffic accidents / Consulting services / Others
Related client records (linking)
• Attorney in charge • Staff in charge
• Date of appointment (date of case acceptance)
• Project start date • Project end date
■ Progress management (most important)
• Project phase (selectable):
Initial consultation / Estimate and consideration of accepting the case / Case accepted and in progress /
Negotiations in progress / Mediation/trial in progress / Litigation in progress /
Settlement/Resolution / Completion / Withdrawal/Termination
• Next due date/deadline ← Most important trigger for alerts
• The following actions (text):
- Last progress update date
• Project progress narrative (text):
Example: "The defendant intends to contest the case at the first oral argument in February 2025."
The next hearing is on March 15th. The deadline for submitting evidence is March 8th.
The client was informed of the situation on February 28th.
The client is worried that the verdict will take a long time to reach.
The next client report is scheduled for March 8th, after the submission of evidence.
■ Compliance Management
・Conflict of interest check (multiple choice):
Confirmed (no issues) / Under review / Caution advised
- The other party (text):
Record the name of the other party (to be used for conflict of interest checks).
Confidentiality level (selectable):
Standard / High (Accessible only to authorized personnel) / Top Secret
■ Follow-up management after project completion
・Project completion date
• Client satisfaction after completion (multiple choice):
Very satisfied / Satisfied / Average / Somewhat dissatisfied / Dissatisfied
• Follow-up plan after completion (text):
Example: "Inheritance case completed. Inheritance tax return will be filed in one year."
We plan to provide follow-up support for consultations.
Example: "Divorce finalized. Six months later, the status of child support payments..."
We plan to contact you to confirm."
Appropriate timing for requesting a referral (text):
Example: "One month after the completion of the project, the referral request was made."
The perfect timing (a time when gratitude is at its peak)
■ Basic project information
• Project name (internal identification name)
• Project type (selection):
Labor and employment / M&A and corporate law / Contract drafting and review /
Real estate / Inheritance / Divorce and family law / Criminal cases / Debt restructuring /
Intellectual property / Traffic accidents / Consulting services / Others
Related client records (linking)
• Attorney in charge • Staff in charge
• Date of appointment (date of case acceptance)
• Project start date • Project end date
■ Progress management (most important)
• Project phase (selectable):
Initial consultation / Estimate and consideration of accepting the case / Case accepted and in progress /
Negotiations in progress / Mediation/trial in progress / Litigation in progress /
Settlement/Resolution / Completion / Withdrawal/Termination
• Next due date/deadline ← Most important trigger for alerts
• The following actions (text):
- Last progress update date
• Project progress narrative (text):
Example: "The defendant intends to contest the case at the first oral argument in February 2025."
The next hearing is on March 15th. The deadline for submitting evidence is March 8th.
The client was informed of the situation on February 28th.
The client is worried that the verdict will take a long time to reach.
The next client report is scheduled for March 8th, after the submission of evidence.
■ Compliance Management
・Conflict of interest check (multiple choice):
Confirmed (no issues) / Under review / Caution advised
- The other party (text):
Record the name of the other party (to be used for conflict of interest checks).
Confidentiality level (selectable):
Standard / High (Accessible only to authorized personnel) / Top Secret
■ Follow-up management after project completion
・Project completion date
• Client satisfaction after completion (multiple choice):
Very satisfied / Satisfied / Average / Somewhat dissatisfied / Dissatisfied
• Follow-up plan after completion (text):
Example: "Inheritance case completed. Inheritance tax return will be filed in one year."
We plan to provide follow-up support for consultations.
Example: "Divorce finalized. Six months later, the status of child support payments..."
We plan to contact you to confirm."
Appropriate timing for requesting a referral (text):
Example: "One month after the completion of the project, the referral request was made."
The perfect timing (a time when gratitude is at its peak)
Workflow Design – Implementing a System to "Do Things Before the Client Asks"
There are cases where the introduction of a project management system has brought about a significant change in customer service, allowing us to "take action before the client even asks." This proactive approach can be automated through workflows.
[Workflow Design Guide for Law Firms]
■ Automatic alerts for project progress (highest priority)
"Two weeks before the next due date/deadline":
→ Task: "[Before Deadline] Checking preparations for the XX project due on Month X, Day Y"
Content: "Check the checklist of necessary documents and preparations for the deadline."
If prior explanation to the client is necessary, we will contact them this week."
"Three days before the next due date/deadline":
→ Task: "[Last Minute] Project XX - 3 days before deadline - Final confirmation"
Content: "A final check to ensure everything is ready for the deadline."
If it's necessary to contact the client (for example, to arrange a meeting on the day of the deadline), please do so today.
"More than 30 days have passed since the last progress update on the project."
→ Task: "Project XX: No progress update for over 30 days - please check the status."
Content: "Confirm whether the project is stalled or in progress but the documentation is delayed."
"Organize the situation before the client contacts us."
■ Designing a proactive reporting strategy for clients
"When the project phase is updated":
→ Task: "Progress report to Mr./Ms. XX (client) - by the end of this week"
Content: "The best time to report to the client is when the phase changes."
The core of a reporting culture: "Do it before the client asks you to."
Even if the phase hasn't changed, we'll make monthly regular reports the basic rule."
"30 days have passed since the project started (first regular report)":
→ Task: "Status report for Mr./Ms. XX (client) one month after accepting the case"
Content: "The report and communication made one month after accepting the case is,
It is the most effective way to alleviate the client's anxieties.
"What's happened since then?" I received a phone call.
"The first important contact that will stop coming"
■ Regular follow-up with clients
"Monthly reporting cycle to clients (monthly)":
→ Task: "Send the summary of this month's consultation with XX Company"
Content: "What kind of consultations did you receive this month and how did you respond to them?"
A concise monthly report will be sent.
"Maintaining a strong presence as legal counsel."
"Three months before the renewal date of the consulting contract":
→ Task: "Pre-confirmation of the renewal of the consulting contract with XX Company - by the end of this month"
Content: "We will confirm your intention to renew and review the support provided this fiscal year."
Before requesting an update, please tell us "How have we been helpful this past year?"
Prepare a compiled report.
"When a change in the contact person at a client company is discovered":
→ Task: "Change of contact person at XX company - Create an opportunity to introduce yourself promptly."
Content: "Meet with the new person in charge as soon as possible."
After reviewing the narrative of the relationship with the previous person in charge using EMOROCO,
Designing a smooth handover process.
■ Long-term follow-up after project completion (most important, often overlooked design)
"One month after project completion":
→ Task: "Follow up with Mr./Ms. XX (the client) to check the status after project completion."
Content: "Check on the client's condition one month after the case has been resolved."
Check whether the problem has been completely resolved and whether any new problems have arisen.
The most natural timing for requesting an introduction.
"Tell them, in a way that isn't pushy, 'If you know anyone who might be in need of help.'"
"10 months after the completion of the inheritance case (before filing the inheritance tax return the following year)":
→ Task: "Mr./Ms. XX, the inheritance tax filing period is approaching—please check your details."
Content: "As the deadline for filing inheritance tax returns (10 months) approaches..."
I will contact you to confirm.
This can also be an opportunity to introduce tax accountants if collaboration with them is necessary.
"Six months after the completion of the divorce and child support case":
→ Task: "Confirmation of child support payment status for Mr./Ms. ○○"
Content: "A confirmation call to check if child support payments have been made in arrears since the divorce."
If there are any problems, it will lead to consultations regarding enforcement measures, etc."
■ Automatic alerts for project progress (highest priority)
"Two weeks before the next due date/deadline":
→ Task: "[Before Deadline] Checking preparations for the XX project due on Month X, Day Y"
Content: "Check the checklist of necessary documents and preparations for the deadline."
If prior explanation to the client is necessary, we will contact them this week."
"Three days before the next due date/deadline":
→ Task: "[Last Minute] Project XX - 3 days before deadline - Final confirmation"
Content: "A final check to ensure everything is ready for the deadline."
If it's necessary to contact the client (for example, to arrange a meeting on the day of the deadline), please do so today.
"More than 30 days have passed since the last progress update on the project."
→ Task: "Project XX: No progress update for over 30 days - please check the status."
Content: "Confirm whether the project is stalled or in progress but the documentation is delayed."
"Organize the situation before the client contacts us."
■ Designing a proactive reporting strategy for clients
"When the project phase is updated":
→ Task: "Progress report to Mr./Ms. XX (client) - by the end of this week"
Content: "The best time to report to the client is when the phase changes."
The core of a reporting culture: "Do it before the client asks you to."
Even if the phase hasn't changed, we'll make monthly regular reports the basic rule."
"30 days have passed since the project started (first regular report)":
→ Task: "Status report for Mr./Ms. XX (client) one month after accepting the case"
Content: "The report and communication made one month after accepting the case is,
It is the most effective way to alleviate the client's anxieties.
"What's happened since then?" I received a phone call.
"The first important contact that will stop coming"
■ Regular follow-up with clients
"Monthly reporting cycle to clients (monthly)":
→ Task: "Send the summary of this month's consultation with XX Company"
Content: "What kind of consultations did you receive this month and how did you respond to them?"
A concise monthly report will be sent.
"Maintaining a strong presence as legal counsel."
"Three months before the renewal date of the consulting contract":
→ Task: "Pre-confirmation of the renewal of the consulting contract with XX Company - by the end of this month"
Content: "We will confirm your intention to renew and review the support provided this fiscal year."
Before requesting an update, please tell us "How have we been helpful this past year?"
Prepare a compiled report.
"When a change in the contact person at a client company is discovered":
→ Task: "Change of contact person at XX company - Create an opportunity to introduce yourself promptly."
Content: "Meet with the new person in charge as soon as possible."
After reviewing the narrative of the relationship with the previous person in charge using EMOROCO,
Designing a smooth handover process.
■ Long-term follow-up after project completion (most important, often overlooked design)
"One month after project completion":
→ Task: "Follow up with Mr./Ms. XX (the client) to check the status after project completion."
Content: "Check on the client's condition one month after the case has been resolved."
Check whether the problem has been completely resolved and whether any new problems have arisen.
The most natural timing for requesting an introduction.
"Tell them, in a way that isn't pushy, 'If you know anyone who might be in need of help.'"
"10 months after the completion of the inheritance case (before filing the inheritance tax return the following year)":
→ Task: "Mr./Ms. XX, the inheritance tax filing period is approaching—please check your details."
Content: "As the deadline for filing inheritance tax returns (10 months) approaches..."
I will contact you to confirm.
This can also be an opportunity to introduce tax accountants if collaboration with them is necessary.
"Six months after the completion of the divorce and child support case":
→ Task: "Confirmation of child support payment status for Mr./Ms. ○○"
Content: "A confirmation call to check if child support payments have been made in arrears since the divorce."
If there are any problems, it will lead to consultations regarding enforcement measures, etc."
Dashboard Design – Know "What issues and clients need to be addressed this week" every morning
[Dashboard design for law firms]
■ Daily review by lawyers/staff (5 minutes)
"List of projects with due dates this week":
Projects with the next due date/deadline this week or past the due date.
→ The most important view for carrying out work "thoroughly and systematically"
"Projects with no progress updates for more than 30 days":
→ Early warning list to check if it's being left unattended.
"Cases requiring reporting to the client this week":
Project phase updated × Client report not yet completed
→ List of reports to be done "before being asked by the client"
■ Weekly Review View (For Directors and Managers)
"Emotional Temperature: List of Clients Below Caution Level"
→ Identify clients showing signs of dissatisfaction early on.
"Emotional temperature distribution of our clients":
Number of cases categorized as: Deep Trust / Good / Average / Caution
→ Check the health status of your relationships with your clients in a list.
"Project pipeline by phase":
Number of cases: Initial consultation / Accepted / In progress / Completed
→ Understand the overall operational status of the office and the prospects for new projects.
■ Monthly Review View (for Management and Executives)
"List of consultants whose contracts are due for renewal in 3 months":
→ Proactive management to start renewal negotiations early
"List of cases with incomplete follow-up after completion":
More than one month has passed since the project was completed, and no follow-up has been conducted.
→ Confirming long-term relationship design that doesn't end with "completion."
"Number of new requests by referral source":
Who (which referrer) provides the most referrals?
→ Prioritizing appreciation for important connectors and maintaining relationships.
"Distribution of client emotional temperature by lawyer":
Distribution of emotional temperature for each assigned lawyer
→ "This lawyer has a lot of cool cases."
Find a lawyer who needs support based on patterns.
■ Daily review by lawyers/staff (5 minutes)
"List of projects with due dates this week":
Projects with the next due date/deadline this week or past the due date.
→ The most important view for carrying out work "thoroughly and systematically"
"Projects with no progress updates for more than 30 days":
→ Early warning list to check if it's being left unattended.
"Cases requiring reporting to the client this week":
Project phase updated × Client report not yet completed
→ List of reports to be done "before being asked by the client"
■ Weekly Review View (For Directors and Managers)
"Emotional Temperature: List of Clients Below Caution Level"
→ Identify clients showing signs of dissatisfaction early on.
"Emotional temperature distribution of our clients":
Number of cases categorized as: Deep Trust / Good / Average / Caution
→ Check the health status of your relationships with your clients in a list.
"Project pipeline by phase":
Number of cases: Initial consultation / Accepted / In progress / Completed
→ Understand the overall operational status of the office and the prospects for new projects.
■ Monthly Review View (for Management and Executives)
"List of consultants whose contracts are due for renewal in 3 months":
→ Proactive management to start renewal negotiations early
"List of cases with incomplete follow-up after completion":
More than one month has passed since the project was completed, and no follow-up has been conducted.
→ Confirming long-term relationship design that doesn't end with "completion."
"Number of new requests by referral source":
Who (which referrer) provides the most referrals?
→ Prioritizing appreciation for important connectors and maintaining relationships.
"Distribution of client emotional temperature by lawyer":
Distribution of emotional temperature for each assigned lawyer
→ "This lawyer has a lot of cool cases."
Find a lawyer who needs support based on patterns.
Designing a "long-term relationship unique to law firms"—aiming to be a "lifelong trusted lawyer."
The relationship with a lawyer has the same structure as a relationship with a family doctor. If you have a lawyer you trust, you'll feel confident that "everything will be alright if I consult this person," and you'll come back to the same firm for your next legal issue.
However, many law firms repeatedly engage in one-off transactions where the relationship ends once the case is completed. Designing a system to become your "lifelong lawyer" begins with long-term follow-up after the case is finished.
[Designing a long-term relationship to create a "family lawyer" relationship]
Follow-up by timeline after project completion:
Six months after completion:
A follow-up message asking, "How have you been?"
→ This is the time when the afterglow of a resolution is strongest. It's the best time to request a referral.
Six months after completion:
"Six months have passed. How are things going?"
→ Check if any new issues related to the case have arisen.
One year after completion (annual follow-up):
"It's been a year since then," a warm remark.
→ The experience of being remembered builds long-term trust.
Long-term follow-up for each project type:
Inheritance cases → Confirmation of inheritance tax return and real estate registration for the following year.
Divorce cases → Checking the status of child support payments and changes in custody issues.
Labor-related issues → Confirmation of the implementation of recurrence prevention measures and early consultation on new labor issues.
Corporate advisor → Monthly reports, provision of information on legal revisions, and building relationships with management.
In EMOROCO's "Post-Project Completion Follow-up" field
Record these time-based follow-up plans:
“The inheritance case will be completed in May 2025.
We plan to contact you in November 2025 (6 months from now) to confirm details before filing your inheritance tax return.
Annual follow-up is scheduled for March 2026 (one year from now).
Follow-up by timeline after project completion:
Six months after completion:
A follow-up message asking, "How have you been?"
→ This is the time when the afterglow of a resolution is strongest. It's the best time to request a referral.
Six months after completion:
"Six months have passed. How are things going?"
→ Check if any new issues related to the case have arisen.
One year after completion (annual follow-up):
"It's been a year since then," a warm remark.
→ The experience of being remembered builds long-term trust.
Long-term follow-up for each project type:
Inheritance cases → Confirmation of inheritance tax return and real estate registration for the following year.
Divorce cases → Checking the status of child support payments and changes in custody issues.
Labor-related issues → Confirmation of the implementation of recurrence prevention measures and early consultation on new labor issues.
Corporate advisor → Monthly reports, provision of information on legal revisions, and building relationships with management.
In EMOROCO's "Post-Project Completion Follow-up" field
Record these time-based follow-up plans:
“The inheritance case will be completed in May 2025.
We plan to contact you in November 2025 (6 months from now) to confirm details before filing your inheritance tax return.
Annual follow-up is scheduled for March 2026 (one year from now).
Designing a "conflict of interest check"—Compliance management using EMOROCO
In legal ethics, "conflict of interest" is one of the most important compliance requirements. EMOROCO's "opposing party field" and "client record" can be used as a supplementary tool for checking for conflicts of interest.
[Designing a system for using EMOROCO to check for conflicts of interest]
The "Counterparty" field in the deal record:
Record the counterparty (individual name or company name) in the case.
Procedure for checking for conflicts of interest:
Before accepting a new client or project,
Search the "Opponent" field in EMOROCO.
Confirm relationships with existing clients.
"If this counterparty's name exists in an existing client record."
→ There is a potential conflict of interest. This will be judged according to the standards of the lawyers' ethics committee, etc.
Important Note:
Ideally, conflict of interest checks should be performed using a specialized legal system.
EMOROCO is positioned purely as a "supplementary verification tool."
Formal conflict of interest checks will follow the firm's regulations and dedicated system.
Designing access permissions:
Access to client records and case records is
This is limited to the assigned lawyer, the office manager, and related staff.
So that all staff members cannot access all projects.
Thoroughly design access permissions (utilize the access control features of EMOROCO CRM Lite).
The "Counterparty" field in the deal record:
Record the counterparty (individual name or company name) in the case.
Procedure for checking for conflicts of interest:
Before accepting a new client or project,
Search the "Opponent" field in EMOROCO.
Confirm relationships with existing clients.
"If this counterparty's name exists in an existing client record."
→ There is a potential conflict of interest. This will be judged according to the standards of the lawyers' ethics committee, etc.
Important Note:
Ideally, conflict of interest checks should be performed using a specialized legal system.
EMOROCO is positioned purely as a "supplementary verification tool."
Formal conflict of interest checks will follow the firm's regulations and dedicated system.
Designing access permissions:
Access to client records and case records is
This is limited to the assigned lawyer, the office manager, and related staff.
So that all staff members cannot access all projects.
Thoroughly design access permissions (utilize the access control features of EMOROCO CRM Lite).
Handover design when the assigned lawyer changes.
Law firms experience lawyers becoming independent, resigning, or transferring to other firms. When a client's assigned lawyer changes, failing to maintain the "context of previous consultations" can damage the client's trust.
[Handover design when the assigned lawyer changes]
EMOROCO's narrative is at the heart of the handover:
Client record's "relationship narrative":
"The client's personality and communication style..."
If "Emotional pressure points and precautions" are recorded,
A new lawyer can be involved from the very beginning, continuing the case from where it left off.
"Project progress narrative" in project records:
"Why are we at this stage now?"
What discussions have taken place so far?
If the client's emotions are recorded,
The new lawyer said, "Please teach me from scratch."
Insert it as "I am taking over."
Designing the communication strategy for clients during the handover process:
"The person in charge will be changing to lawyer XX,
We have taken over all the previous history.
We will continue to provide support from the entire △△ Law Firm."
→ It is only possible because of EMOROCO's narrative
This word becomes "authentic"
EMOROCO's narrative is at the heart of the handover:
Client record's "relationship narrative":
"The client's personality and communication style..."
If "Emotional pressure points and precautions" are recorded,
A new lawyer can be involved from the very beginning, continuing the case from where it left off.
"Project progress narrative" in project records:
"Why are we at this stage now?"
What discussions have taken place so far?
If the client's emotions are recorded,
The new lawyer said, "Please teach me from scratch."
Insert it as "I am taking over."
Designing the communication strategy for clients during the handover process:
"The person in charge will be changing to lawyer XX,
We have taken over all the previous history.
We will continue to provide support from the entire △△ Law Firm."
→ It is only possible because of EMOROCO's narrative
This word becomes "authentic"
Summary — EMOROCO Design Checklist for Lawyers and Law Firms
Security design:
□ Are you considering implementing a self-hosted environment?
□ Access permissions to client records and case records
Is it set up correctly?
□ A "highly classified/top-secret matter" in a classified-level field
Is it managed separately?
Field design:
□ Is the two-tiered design for client records and project records complete?
□ Is an emotional temperature (deep trust to action required) set?
□ Is there a "Next Due Date/Deadline" field?
□ Is the project phase field set?
□ Is there a "Counterparty" field (for conflict of interest checks)?
□ Is there a field for planning follow-up after project completion?
□ Is there a narrative memo highlighting the client's "emotional triggers"?
Workflow design:
□ Will alert tasks be automatically generated 2 weeks and 3 days before the deadline?
□ Will a client report task be generated when the project phase is updated?
□ Will an alert be triggered if progress has not been updated for 30 days?
□ Will a follow-up task be generated one month after project completion?
□ Will tasks be automatically generated for the three months prior to the renewal of the consulting contract?
Dashboard design:
□ Is a list of tasks due this week displayed every morning?
□ Can you access a list of clients whose emotional state is "below warning level"?
□ Can we check the emotional temperature distribution of our clients on a weekly basis?
□ Can a list of incomplete follow-ups after project completion be viewed on a monthly basis?
□ Are you considering implementing a self-hosted environment?
□ Access permissions to client records and case records
Is it set up correctly?
□ A "highly classified/top-secret matter" in a classified-level field
Is it managed separately?
Field design:
□ Is the two-tiered design for client records and project records complete?
□ Is an emotional temperature (deep trust to action required) set?
□ Is there a "Next Due Date/Deadline" field?
□ Is the project phase field set?
□ Is there a "Counterparty" field (for conflict of interest checks)?
□ Is there a field for planning follow-up after project completion?
□ Is there a narrative memo highlighting the client's "emotional triggers"?
Workflow design:
□ Will alert tasks be automatically generated 2 weeks and 3 days before the deadline?
□ Will a client report task be generated when the project phase is updated?
□ Will an alert be triggered if progress has not been updated for 30 days?
□ Will a follow-up task be generated one month after project completion?
□ Will tasks be automatically generated for the three months prior to the renewal of the consulting contract?
Dashboard design:
□ Is a list of tasks due this week displayed every morning?
□ Can you access a list of clients whose emotional state is "below warning level"?
□ Can we check the emotional temperature distribution of our clients on a weekly basis?
□ Can a list of incomplete follow-ups after project completion be viewed on a monthly basis?
"Doing things before the client even asks"—this one phrase is the core of client satisfaction at our law firm.
EMOROCO CRM Lite enables a proactive system where you receive an alert two weeks before the deadline, a reporting task is automatically generated when the project phase changes, and a follow-up contact is automatically prompted one month after project completion.
The feeling of "I'm glad I hired a lawyer" doesn't just come from a legal resolution. "They always kept me informed of the situation," "The context continued even when the person in charge changed," "They continued to care about me even after the case was closed"—these "quality of relationships" are what generate referrals, create long-term retainer agreements, and build relationships where clients feel they have a "lifelong lawyer."
Starting from ¥1,500 per user per month (self-hosting available). Start designing today.
EMOROCO CRM Lite Product Page
Related article:[Integrating OKRs, KPIs, and KGIs into EMOROCO CRM Lite: Designing a CRM that connects management goals with on-the-ground activities]
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