Tip #48 - Make Use of the Client Contact Overdue Dashboards and Reports

One question we get on a regular basis from users of SmartAdvocate is “How can I get a report or list of cases where our clients have not been contacted or have not been contacted within ‘X’ number of days?” We all will agree that contacting our clients regularly is critical to keeping our clients happy and a must to foster goodwill for our firm! We all hate to get that phone call (or a visit) from an irate client who complains that nobody calls them back and they don’t know what is going on with their case. So, how can you make use of the features in SmartAdvocate to keep a handle on your client contact frequencies, or how can management generate reports that will help ensure the procedures and protocols for client contact are being adhered to? Let’s look at some of the options you have at your disposal.

First, there is a “Client Contact Overdue” Report that is available under Reports > Staff Management Reports > Overdue Reports.

If it has not already been done, your system may need to be configured to populate the appropriate cases on this report based on the client contact frequencies specified by your firm.[Your Admin can set the client contact frequencies in Picklist Maintenance > Client Contact Frequencies]. SmartAdvocate will automatically populate this report if a client has not been contacted within the time specified in the aforementioned settings.

Secondly, the Client Contact Overdue Dashboard will also show that the last client contact is beyond the range specified by your firm. The Overdue Dashboard is accessed by going to Dashboards > Overdue Dashboards > Client Contact Overdue.

Bear in mind also that the Client Contact Overdue Dashboard gives you the right-click functionality where you can add a note, send an email, add a task, add an appointment, etc. by simply right clicking on the case you want to work with. This makes it easy to update your case (client contact) right from the dashboard.