How Christopher Sands scales client relationships automatically with Quo

It shouldn’t be hard to manage your business phone. Yet every time Hannon De Palma’s salesperson was out sick or on leave, it was a hassle to log in to her Google Voice account. 

Maybe your law firm uses a legacy phone provider that needs authentication codes every time you have to log in. Or maybe you’re still using a *gasp* traditional PBX phone system. 

In both cases, you’re slowing your team down and delivering a frustrating experience to your clients. 

Hannon De Palma’s CEO, Christopher Sands, thought there had to be a better way. As a programmer by training, he wanted a more programmable phone system that could be customized for their team. That’s how he found Quo. 

In this article, Chris shares specific ways he uses Quo to build client relationships efficiently.

1. Maintain continuous service with shared inboxes

Traditional phone systems silo communications. Conversations with one team member have to be communicated to other teammates manually. 

For the Hannon De Palma team, that meant paralegals and attorneys spent additional time aligning on client needs. Intake personnel had to walk salespeople through their notes and bring them up to speed. If a team member went on leave, clients would have to wait until the team member returned to get an update on their case.

With Quo, Hannon De Palma saves time sharing context on cases with shared inboxes. 

Shared inboxes provide visibility on client communications across the team. This means that intake conversations are accessible to salespeople. No need to spend extra time getting up to speed on a case. And when a team member is out of office, colleagues can pick up where they left off and share updates with clients.

How to set up a shared inbox in Quo

1. Navigate to Settings and Members in your Quo workspace.
2. Click Invite your team or Invite a member.
3. Enter email addresses; use a comma-separated list for multiple emails.
4. Select the dropdown menu in Number assignment and choose the number you want to share.
5. Select roles for each team member; choose Owner, Admin, or Member.
6. Click Send invitations.

2. Convert your leads faster with automated texts

Missed calls lead to missed revenue. That’s what was happening to Hannon De Palma’s team with their previous phone system. Calls that came in when the team was busy or unavailable went to voicemail. Leads that came in through their website often waited 24 hours for the Hannon De Palma team to call them. When their salespeople followed up, leads went cold or went to a competitor. 

With Quo, Chris solved his lead conversion problem with automated texts.

Automated text workflows bridge the gap between missed calls and warm leads. Chris set up automated text sequences with Quo’s Make integration. For example, when a new lead comes in through Hannon De Palma’s website, they immediately receive a series of texts letting them know to expect a call to book an appointment with the team. 

Instead of waiting 24 hours to speak with their team, clients get an immediate response, followed by a callback to schedule their appointment. “The native Quo integration inside Make has been one of our biggest wins this year,” Chris says.

How to set up a Make scenario to reply to new website leads

1. Connect your Quo and Make accounts:
   1. Log in to your Make account or create a new account.
   2. Navigate to Scenarios.
   3. Click on Create Scenario.
2. In the Scenario page, set up your automated workflow:
   1. Trigger: When a new response comes in to your form, like Typeform, Jotform, Google Forms, etc.
   2. Action: Create a contact in Quo.
   3. Filter: Only continue if consented.
3. Action: Send text message in Quo.

💡 Here’s a Make scenario template that you can use to send texts automatically every time a lead comes in through your website.

Need some inspiration to respond to your website leads? Check out this compliant text message sequence Chris uses for Hannon De Palma. These messages are sent with slight delays in between to feel conversational:

“Hi [Name], this is Christopher from the divorce attorney’s office.”

“Our office is going to call you shortly to schedule a free case evaluation.”

“Please pick up when they call so we can get this taken care of for you.”

3. Bill clients more accurately with call analytics

Law firms offer hourly billing, so they need to track how much time attorneys spend on client calls. In the past, it was more tedious for Chris’s team to track their billable hours on the phone.

Quo’s call analytics dashboard clearly shows how much time each attorney and paralegal spent on calls. His team exports their call data and manually calculates each client’s billable hours. If a client disagrees with their billable hours, Chris and his team can easily provide a breakdown of their calls and resolve the situation.

How to export Quo’s call analytics for client billing

Here’s how you can bill clients more accurately with Quo’s call analytics:

1. Go to Analytics in your workspace.

2. Filter for client-facing numbers in your workspace.

3. Choose the date range you want to calculate your billable hours for.

4. Click Export CSV. 

That’s it! A copy of your call data will be sent to your account’s email address. You can download the CSV, filter by team member, and view their call duration.

Start scaling your client relationships with Quo today

Quo has become the center of Hannon De Palma’s ability to manage client relationships at scale.

“I can’t even imagine what kind of workflows we’d have without Quo,” says Chris. “It’d probably be doing 10% of the efficiency that we’re doing now.”

Dive deeper into setting up Quo for your law firm — check out our legal call flows guide in our Resource Center.