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Clio University Lectures Track: 4 Steps to Boost Your Bottom Line With Clio Payments

Clio University Lectures Track: 4 Steps to Boost Your Bottom Line With Clio Payments


(upbeat music) – Ladies and gentlemen welcome. As Alison mentioned this is Four Steps to Boost your Bottom
Line with Clio Payments. We’re very excited to have you folks here. As mentioned my name is David Perry. I’m the Customer Support Manager at Clio. I’ve been with the company now
for coming up on five years. I’ll be celebrating my five
year anniversary in January. It’s been a wild ride let me tell you. And over here I’ve got Emily. – Unlike David I’ve not
been here for five years but I am newer to the team
and on the Growth team. And one thing that I’m
really excited particularly to talk about today is how
innovative Clio Payments is as a feature but more importantly why are we thinking about
this in terms of growth. And what is this gonna
do in terms of your firm. – Absolutely. – So without further adieu. – Let’s get going. – [Emily] Welcome. – We’ve got that and we’ve
got our pictures next. There we are, we’re good to go. So before we get started
here I want to jump into just a little bit of what to
expect with this presentation. We’re gonna be going over
first the basics of billing. Everyone should have a good understanding of how to run their bills in Clio. We’re gonna take just like
five to seven minutes just to make sure that everyone’s on
the same page in that regard. Once we do that we’re then
gonna jump into bill sharing. We’re gonna get into
how Clio makes it easy for you to share your
bills with your clients. And we’re gonna talk a little bit about the changing of age into 2018, 2019 and how you want to be leveraging state of the art technology
in sharing your bills. After that we’re gonna
jump into trust accounting. We’re gonna talk about
some of the features that we’ve kind of
developed in the last year. Jack alluded to some of
them during his keynote. We’re gonna deep dive into
that just a little bit more. Only have an hour so we
don’t have too too much time, but we’re gonna get into
those trust account features. We’re gonna get into Clio Payments. And of course if we have enough time, which Emily and I have
practiced so tirelessly that we know there’s enough time we’re gonna jump into some bonus
features as well that may tickle your fancy, may get
you a little a little excited. So without further adieu
let’s also touch on what to not expect in this person. – Yeah so as you guys know
we’re gonna be deep diving into a lot of stuff in terms of payments. So if you guys are looking for
a way to really kind of match more on billing and learn those basics by all means please check out the session that is gonna be right after ours. Another thing to mention,
this is also not a deep dive in terms of how we’re gonna
be marrying that experience that your clients are expecting with what you can deliver at a firm, but
we will be touching on that. So if that’s super
interesting to you definitely check out Rebecca
Liggin’s and Mark Stein’s session later today as well. – Tomorrow. – Tomorrow.
– 2:50. Time just blends together at
Clio Con, this is so much fun. – And last but not least this
is not a get rich quick scheme even though the title may say otherwise. Sorry, but also not sorry. – Don’t usually hashtag that? #sorrynotsorry, well alright cool. Hashtags jokes not gonna
land, got it, noted. So obviously it’s not a
get rich quick scheme. So you’re thinking well how
can I trust these people? I don’t even know who these people are. We could be trying to
pull a fast one over you. So we do want to take
some time here to unpack who we are, and what got us here. We each have our own kind of stories. And kind of what do we do with
Clio, where do we come from? So first the more interesting
origin story, Emily. – [Emily] Well thank you for that. – [David] You’re welcome. – I’m gonna take this
from you David, thank you. So first off my name’s
Emily and as I mentioned I am on the Growth team at Clio. And the Growth team is a
pretty new team here at Clio. We sit under Marketing and
really what we’re trying to do is figure out how do we
take this amazing company that has been around for 10
years and really challenge what that’s gonna look like in the future? How are we gonna build new processes? How are we gonna challenge
that norm and help scale? And kind of that’s where
my story kind of begins. So I like to consider
myself a little bit of a serial startup grow specialist. And then I guess an
amateur jargon enthusiasts, because that’s definitely what this is. And what that really
means is my background really has been in SASS,
trying to figure out how do I scale something
from something small, from series A into B, C, and onward. Sometimes that means that I succeed, and sometimes it doesn’t. And another kind of my claim to fame is I actually sold two of those things that I helped scale before the age of 20. I won’t get into them because they’re not nearly as cool as some of the practices and the firms that you guys are doing. I assure you I was solving
very meager problems in comparison to what you guys are doing. – Well when I was 20 I could eat a whole extra large pizza so, there’s something. – And stay tuned for tonight
because he’ll probably do that at the After Dark tonight. – You’ll have to show up to find out. – Another thing that gets me particularly jacked up about today is I love FinTech, and FinTech is another
jargon word that I enjoy. But what that means is
financial technology. And it’s something that I actually started my career in tech as well as in growth. And what really is exciting
about financial technology is that it’s not just impactful
as an industry as itself, but it really helps
elevate all the industries that it touches well, in
particular the legal space. And while in the past I focused
on actually bringing this and making this more
accessible to Millennials, which will become a lot
of your future clients, today we’re really here to talk about how it’ll affect Clio,
and more importantly how it’s gonna actually get
you guys to the stage where you’re just as happy as
these people behind me, understanding exactly what that means and how it helps your firm. – Wait a minute people
in the back are chuckling and I don’t blame them
because no one’s this happy. This is clearly a stock image that you pulled from the internet. – [Emily] Well it’s funny
that you bring that up David. – [David] Not staged. – This is actually a real Clio customer. And what I would also like to admit or believe to be real happiness. And hopefully by the course at
the end of this presentation you guys will not only be just as happy and enthused by us mainly because David will have stopped speaking at that point, but because at the end you’ll figure out just how easy it is to
turn your online business and your online firm
practices into real hard cash. – See the thing is
you’re taking shots at me but you’re forgetting
that I’m gonna talk next. And you don’t know what I’m gonna say. – Bring it David. – I’ll take the high road. I’ve been a Clio like
I said for five years and I’ve had the great
opportunity to scale a state of the art, game changing Customer Success organization in
Support particularly. Who here has interacted
with the Support team? Cool, excellent. Good experience for the
most part, good people? Yes, excellent nods of approval. So when I started at Clio the team looked something like this, it’s kind
of a ragtag group of folks that were trying to figure
out how are we gonna scale as this business is growing,
and how are we gonna keep supplying a great
experience for our customers? And it was an interesting,
interesting journey. Fast forward about five years or so and we look something like this. I got the beard in the back,
I’ve now shaved the beard. The whole lumberjack thing
wasn’t working for me. This is just a small
sampling of the team as well. The Support team is actually
significantly larger than this I just couldn’t get
everyone in one picture because it’s just always so much going. But when we came in about, when I started, we crafted our mission statement,
and the mission statement was to: “ow our customers with outstanding “service resulting in
loyalty and evangelism.” And the idea there was that we
want to give a VIP experience we wanted to give you
something that you felt you were the only customer in the world. And that is absolutely
an incredible experience. But we started asking
ourselves when we’re a client, when push comes to shove,
and things are really broken do we care if someone is treating us with the utmost respect and giving
us the white glove treatment? What do we really want? Wanted answers right, we want it fixed. So we made a bit of a change. We wanted to keep the VIP
experience and you will see you still kind of get that
extra kind of TLC from them. But we adapted it: “To
support our users to use Clio “as effortlessly and
efficiently as possible.” Now something that changed
for us was a game changer for us as an organization
was we read a book. Go it didn’t go, there
it is timing didn’t work. “The Effortless Experience,”
it’s a fantastic book that Jack talked about when we launched
the new Clio experience. But this is a book that is focused on the customer experience and
how making an effortless one is going to create loyal customers for your business, whatever that may be. This is a very valuable book
for us as an organization. And we actually interestingly
enough, and what are the odds, have it in the Marketplace
available there. So Emily’s actually
working in the Marketplace throughout the conference
so go find her later. We’re actually selling that book there. So do go and check it out. If there’s any book on
customer experience that you should be reading in my honest opinion as a customer service professional, this is the one I would
suggest you should read. It’s gonna change the way you view it. You’re up. – Alright. So we talked a little bit about how The Effortless Experience kind of helped, how it kind of helped shape
the way that Clio is built. But I want to talk about a
publication that has shaped the way that Clio continues to grow, and that’s the Legal Trends Report. As you guys mentioned, as
you guys heard earlier today we launched the 2018 version of this. And it’s now available for you guys to actually download and go through. But what’s really
interesting about this is this is a publication that
our team works all year on trying to put together
insights that will help you not only understand your practice better, but also figure out how
you can improve that. And this year it’s really focused on how you can match what you’re doing with that client expectation, and client experience. But to kind of bring this
back into Clio Payments and why we’re talking
about this is Clio Payments was actually created off a
lot of the stats and a lot of the findings that we
figured out even last year. So last year we figured
out that 57% of lawyers believe that their clients
prefer to pay in person. And while 57% may seem like a decent chunk of your customer base the
thing to note about this is actually that only 39%
of clients actually do. And even there, that
kind of mismatch in terms of what you believe your
clients are expecting versus what’s actually happening,
you have to take a second to step back and wonder of
that 39% how many people actually paid because they wanted to or because that was their only option. – And these are the
uncomfortable questions that Jack was talking and what is keynote that we need to start addressing. You should be asking
yourself these questions. I talked to a good friend of
mine, a client of many years today and he said I heard what Jack said but honestly I don’t
even want to go there. I don’t even want to investigate
it, but the reality is gotta start asking
yourself these questions. – And ’cause really more importantly payments aren’t just a
business function anymore. They’re a retention function. They’re a lasting impression
that you have in that relationship with whoever you’re
working with that end point in your Matters that
people are gonna remember. – Alright so we talked a lot
but let’s sum it up here. From a business perspective Emily, you’re a business woman
tell me, why should we care? – Well because as you
guys know you guys are all trying to figure out how
you grow your practice, and how you stay afloat,
because payments are an important part of every business. It’s how you continuously
figure out how you’re gonna keep growing, how you keep the lights on, how you continue to serve
and do what you want to do. But the truth is is that payments don’t just affect the bottom line anymore. In fact it also affects the way that your internal employees are
working, those partners, the specialists, even your accountants. – And we talked with
Clio clients all the time that can tell us that it
also impacts their clients, anyone that you have currently have in your existing pipeline,
we’ve talked about CRM, we’ve talked about
retention, it’s gonna affect your clients that are coming
down the pipe eventually, any new clients they’re
gonna be taking in as well. They’re all impacted by your ability to process payments as
seamlessly as possible. Because I have a lot
of clients that call in to Clio Support support and
their billing feels like this. And we’re just like
Leslie Nelson being like just slow down, it’s okay, it
doesn’t have to be this way. And we’re gonna start digging into that in the next few minutes here. – And another thing to
note as well is that payments shouldn’t be a
matter of trying to figure out did someone pay, where’s
the money coming from, or did you even remember
to follow up with someone? Because that shouldn’t be what you’re spending your time focused on. You should be asking how
can you make more money, how can you continuously grow, how can you keep yourself afloat? – And always asking yourself can you improve the client experience? Because as we said an
effortless experience is gonna make for an
optimal client experience. – And well, an optimal client experience is gonna ultimately equal more cash flow. – And you can look like this guy. – Which is live footage of
David again at After Dark. – Give me the clicker,
give me the clicker. Let’s get started, okay. So we’re gonna get into
the billing piece here. Like I said we’re gonna take just five, seven minutes just go
over make sure everyone has a base understanding of
what we’re talking about. So the billing workflow in
Clio is relatively simple. Buckle up but this is
new to you, and make sure you learn it from someone
at the Smart Bar later on. The first thing you want to create time. Obviously creating time
entries is pretty seamless. We want to make sure there’s
different ways you can do it. With the global create button, everyone love the new
global create button? No one, one yes, a few blanks. Everyone knew the global
create button was there? Alright good so you can create
your time entries from there. You can be doing it obviously
from the timekeeper as well, or from the mobile app,
which if you haven’t gotten a chance to go to the Clio Lab and check it out with the
Mobile team get over there and check out the new app
that we’re working on. From there it’s easy
to generate your bills, select one, two, 50, 100, click generate, select your Settings, issue dates, aggregate bills, whatever you want to do, and go ahead and generate those bills. Once those bills have been created you want to record your payments. It’s done manually here we can see just by opening up a bill, selecting
your payment source whether it’s a direct
payment or whatever it is, the amount that you want
to do it, and apply it. So it’s nice, simple. But I guarantee we can make this simpler. But before we get into
that let’s talk about how you’re sharing
information with your clients because we can’t get into Clio Payments until we unpack this a little bit. – So as you guys know
it’s one thing to kind of create that invoice
but if you can’t get it to the person that it
needs to actually touch, or the people that are involved, you might as well not have
done it in the first place. And what we’ve done with
Clio is quite simply de-packed this already quite
simple concept of sharing that bill and made it even
easier and more accessible. Because the truth is when
you share stuff you’re often kind of faced with more of a
situation that looks like this, where you’re kind of competing
and trying to figure out okay well you’re one bill,
or you’re one invoice isn’t more important than
everything else that they have. And how do you keep up with when you have to remind somebody? But the good news is that we’re in 2018. And what that means now is
that sharing information and being able to access and
send stuff across to people is just about as easy as
ordering something obscure like a bouncy castle from Amazon. And while we can’t help you do that what we can do is give you
the same functionality and power in a click of a button. And that’s exactly how we
built bill sharing into Clio. All you have to do once
you’ve actually generated that invoice is click
the share button and, voila it’s done but
there’s a little bit more that you can actually do
with those links as well. One thing that we really
wanted to focus on especially given how sensitive the information is around bills, is we really wanted to focus
on security as well as urgency. Which are two things that matter I’m sure to you guys as a practice. So when you guys actually
use the share button and you use the links that it provides, what you’re doing is
making sure that not only is that link secure, but it
also expires within seven days. Which means that you have
that added level of urgency which makes sure that
that person will pay you in a shorter period of time,
and who doesn’t want that? Another thing to note as well is because it’s actually embedded in the link itself that means that no matter
where you’re sharing that whether that is just
sharing it via text message, via email, or even Facebook
Messenger that the same level of security and that
promise is still there. And if you’re still
curious about what it is that makes that link secure
I’d be more than happy to get into that with you guys afterwards, so please come find me or
feel free to go check out any people in the Clio Smart Lab or anywhere after this in
anyone of these shirts. – But wait one second. So this is like one bill and I get that. But what if I’m working
with like a bunch of bills? I’ve got a client that’s got like 50,000, may be an exaggeration, we
get the idea, not just one. How am I gonna be able to manage
that part of the practice? – So that’s kind of where
Clio Connect comes in. So out of curiosity who
here is currently using Clio Connect with their practice? Awesome. – [David] Less than I thought. – So what Clio Connect
is, is think about this as your virtual meeting room
where you and your client can come together and
collaborate in real time. And what’s interesting about this is not only are you giving your clients a client facing side of Clio,
but you’re also giving them access to all of those features as well. So they get their own login,
they get their own dashboard, and there you can share
everything from calendars to tasks, documents, or
in this case even bills. And the super interesting part about this is that all of that
collaboration, all of those bills, all of the iterations that you do, and all those communications
are centralized in one place and therefore secure. And because it never
leaves Clio on its own you can do this for however
many Matters that you have, however many bills that you have, and it’s already taken care of and sorted. Because as I mentioned we’re in 2018 and you shouldn’t have
to make these sacrifices in order to just have
basic level security, or basic level sharing and
we’ve built that in mind. Making it easier for you guys to share and ultimately making it easier
for you guys to get paid. – Absolutely, and you gotta remember that your customer needs
are going to change, and they are changing with time. They are wanting you to
meet them in various ways, whether it’s digitally or in person, and they’re asking for different things. They are craving different
methods of communication. They are craving different channels. And basic Darwinian
Law, you need to adapt. If you don’t adapt to sending it via Facebook Messenger via
secure link, or if you’re not, if you sticking to paper
bills, please don’t. But if you do you’re not
gonna make it in an age that’s rapidly changing in terms
of digital information. You got to keep moving you got to adapt. Which is a little bit of kind of what we get into with trust accounting here, is trust accounting in
Clio has been the same for a very long time and
we knew that it was time to maybe take a bit of a reevaluation about how that was getting done. We heard a lot of feedback from customers and I heard all the time in support. It was just like, we
wish that it was clearer or that it was more automated,
or that it was simpler. And you often felt like Sylvester here where you go to pay something out of trust you realize we didn’t
replenish that account, and there’s nothing in there. A lot of times people said well what if it worked like a stop light? Red means go, stop, red doesn’t mean go. I drive, amazingly. Red means stop, green,
I did that for rehearsal how many times too, all brutal. Red means stop, green means
go, wanted it to work that way. So we thought, hey it’s
a brilliant idea clients. Why don’t we actually do that? And we actually applied that
to our Matter Trust Dashboard. Who’s had a chance to utilize the Matter Trust Dashboard in their account? Okay just a handful of you. So this is a feature that we rolled out. It is on the elite plan,
so if you are not working on that plan you do need to talk to a Clio representative
after the presentation. Feel free to come grab me,
we got a few other people, feel free to ask us about that. But it works exactly like I said. Green means you’re good, you
can pay out of that no problem. Red means hey this really
needs some time to stop and evaluate and make sure
that this is the right amount. You’re actually able to
set thresholds within that trust account to notify you
if you’re below that number. And setting it up is quite
honestly a very simple process. You can do that in the matter
creation page, or you can do that just by editing it
as well in two simple steps. One, under the Trust Balance Notification in your Matter Settings
you’re simply gonna check the box that says “Notify firm users when the matter trust funds are below,” and then you’re gonna put
whatever total you want. So in this case we want it to notify us if the trust fund drops below $1,000. Second step, is you want to
pick who you want to notify. In this case this is Emily’s firm, so you want her to be notified. So Emily will be receiving
an email notification saying, “Hey Emily, you got to
replenish this trust account.” And then you can go ahead and do that. Now a lot of people
especially the larger accounts are saying well okay what
if I have a lot of matters? What if I’ve got one client
with thirty different matters? I’m not gonna go into each individual one and take a look and see where
your little stoplight is, that’s that’s not gonna work for me. Well we have a solution for that too and that would be the
Trust Management Report. Again included in that kind
of Elite plan is this report. And what this does is it
gives you a full rundown of all the matters and you
can set the parameters. It could be for a specific client. It could be for a specific
date range, whatever it is. You can run that report and
it gives you simple columns telling you exactly each
matter, how much they have in terms of unbilled, how much
they have in trust currently, what the threshold has
been set at, and what the, how far they are from
that minimum balance. Now you can run this report in PDF, in CSV, or in the web format. They all have their
different ups and downs. CSV is very manipulatable
you can take that information in Excel and you can kind
of play around with it. PDF is much more static
if you want something that you can just say
yes this is what we did, non-edited this is it, and use that. But in this case we
actually use the web format. And the reason why is
because this allows you to actually interact with
it, you can click into it. So you can see those matter numbers, they’re all hyperlinks to those matters. So if you’re looking at this, which one stands out to you right now? No one? So one is one of these
things is not like the other. Let’s look at the far column for example. One yeah, matter nine right? You’re looking at that one it’s got $650 below the minimum threshold that we set. So if we run that report we
see an irregularity there. What we can do is we
can actually click into the matter numbers on the,
in your case the left side. On the left side of the screen
if you click into that matter it would actually open up the matter page. And then from that matter
page you can just click new trust request, you click that button and then you send off
a new request, simple. And it comes out looking just like a bill. You set it just like in your bill themes. It’s simple you say, hey
we have an outstanding trust request for $1,000
and you can send it off to your clients that
way using all the secure sharing methods that Emily
talked about earlier. So just like that suddenly we’re making it a much more interactive
and streamlined experience when it comes to understanding
our trust accounts in Clio. – And another thing to note is that we’re also making it more transparent. It’s way easier for you
to take a high level look and triggering out okay do we
actually have enough money? Where do we need to attack first? And be more proactive instead of reactive, so that you can rest assured that you will have money when you need it. – Absolutely, and like we
said it’s easy to track. If you’ve got a client
that wants to know exactly where they stand in terms of
all of their different matters, you can run that report,
you can make it simple. It’s four simple columns
with exact numbers. And you could point to
irregularities very easily. And your client can go to you and say why is this number this? And you will be able to give them answer because it’s a very simple and transparent process like Emily talked about. But really we’ve talked about trust, we’ve talked about bills, we’ve
talked about all this stuff but the real reason, real reason (sighs) the real reason why you’re
here is Clio Payments. Clio Payments is powered by LawPay. And we got a bit of a
survey for the audience. – Yeah so raise your
hand if you’re currently using Clio Payments by any chance. Awesome, now instead of putting it down I want you guys to leave
them up for a second. Everyone whose hands not currently up I want you to take a look at these people. Because these people are statistically getting paid 39% faster than you are. – Put your hands down we don’t
want you to hurt your arm. – But one thing that’s really
cool about this is that who doesn’t want to get paid faster? And the reasons why
they’re getting paid faster isn’t just because of
Clio Payments as a whole, but it’s really about how
it’s changing that process, how it’s opening up more opportunities, making it more accessible,
and modernizing those ways that you can interact
with payments in general. – Absolutely it’s making the entire payment experience
incredibly more streamlined. We talked about getting paid faster. And that’s really important because that’s gonna give you an increased cash flow. And you’re looking at putting a roof overhead for your business. You’re looking at feeding
yourself potentially. You’re looking at paying your staff if you’ve got people on staff. These are things that you need cash to do and getting paid in terms of
just a more kind of streamlined and steady income it’s just
gonna make a massive difference. – And another thing to note
is by adopting something like Clio Payments you’re opening up the opportunity to now
accept credit cards. And while that may seem
a little outlandish when you think about how maybe collecting for invoices was different in the past, I want you to take a second to think about how do you pay for things on a daily now? When was the last time that
you pulled out your checkbook and you wrote something out,
and you walked it somewhere? Or in this case I always
like to use the example of a vacation, where
when was the last time that you paid for a
vacation with a cheque? Versus, now when you
pull out your credit card which could be thousands of dollars now, which is most often the amount that one of these invoices are
and you use that credit card. You want that accessibility,
that ease, that ability to pay outside of the
hours of someone’s office. And that’s exactly what we’re doing. And because we built this with LawPay, and what that means is we
are now not only giving you an opportunity to have all
the access and security that comes along with
LawPay, which are the leaders in terms of legal payment processing, but we’re also bundling
that in with Clio Payments. So you don’t need these separate accounts. Everything’s taken care of and all already integrated in with your
already existing Clio account. – And we’re very lucky
because LawPay is out back. You see them right there right LawPay? There they are, they’re happy to have a conversation after
this, what are the odds? I think we’re gonna be
doing a little toast right? Celebrate how great Clio
and LawPay, we all are? Absolutely, so if you
like champagne, champagne? I’m more of a beer guy
but champagnes fine. Go check out LawPay, they’ll
love to toast with you. Something else to keep in mind when you’re looking at this stuff
as we start digging into it is that this is going to
automate your billing process. And this should be a massive
game changer for you. People hear automation they get
a bit trepidatious about it. But you need to understand that every time you have to process a
payment and do it manually, that’s a lot of clicks,
and you gotta do it. But if you start processing these payments through Clio Payments all
the some of those payments are gonna start getting applied
to your bills on their own. You don’t have to do it,
Clio’s gonna take care of it, LawPay’s gonna take care of it, Clio Payments is gonna take care of it. And that frees up a lot of your time. And ultimately you’re gonna be delivering the ultimate client
experience, and myself as a customer service professional
I cannot stress enough how important that it’s
going to be for them. And we’ll dig into that as we keep going through this Clio Payments stuff. But if you can give them a
market differentiating experience you’re home free when it comes to being that outstanding community contributor that you’ve always wanted
to be in your industry. – And another thing to note
is because we are powered by LawPay you get that
same level of compliancy and security that comes
along with LawPay as a whole. So what you’re getting is
that PCI one level compliancy which is the same bank
grade level security that you get whenever you
interact with your bank, or whenever you make a purchase on a large e-commerce site like for instance Amazon. And what you can really take
away from all these things is these aren’t just
features that are gonna help differentiate you,
they’re not just features that are gonna help save time. They are also features
that are gonna benefit your customers, not
just the existing ones, but also the future ones because
50% of clients are actually more likely to hire a lawyer
who takes electronic payments. – I can actually one up
you on that because you got that 50% stat but I could tell you that our stats in the LTR also
tell us that 40% of people would never hire a lawyer who
did not take credit cards. If you’re not doing it
this should be a sobering statistic for you, that’s
40% of your market share that you’re saying, “You know what? “Don’t want your money,
don’t want your business, “don’t want you.” You can’t do that. There’s so much opportunity
here you gotta jump all over it. ‘Cause I think like the
actual shocking truth about all this is, to put
this into a perspective in this case, and I’m
sorry in advance David but people like myself who
will be those future people that come to your
firm and are looking to be represented, like
I’ve never owned a checkbook in my entire life to be honest. And I don’t think I
could work with someone that will force me to
take time out of my day, go to my bank for the very first time, and talk to someone in a bank for like the second time in my life
and get that to work with you. – You never experienced the little like stringy pens on the strings? – Not a fan personally. And that’s the truth
there is that you want more people like me and
less people like David when it comes to scaling your practice. – Alright so before we keep
attacking me why don’t you dig into what it looks like
to implement it at a firm. – And in the theme of keeping
things seamless and easy we’ve broken this down
into just three steps. The first one being, first off
you need to be on a Boutique and Elite plan in order
to even see this screen. So if you hadn’t a chance to see this feel free to come poke one
of us right after this. We’d be happy to show it to you. But it’s as simple as just
going into your settings, telling us a little bit about
your firm, and just setting up your direct deposit
information, super simple. Next step, which we’ve
agreed is the hardest one is you gotta wait 24
hours, and don’t worry. You just got to do this one time. This is not a thing every single time. And what we’re doing in
this moment is making sure that everything’s set up correctly we’re going through the due diligence, making sure that it’s well yours. And you never have to do this part again. And that’s when you get to step three which is arguably the best step, where you get to dance and
wait for the money to come in. Hopefully a little bit better than this. – That’s fine but while you’re dancing you don’t have to stop dancing
to see what’s going on. We’ve included a simple
to read transaction table in the Clio Payments tab so in here you can start seeing how many
payments are being processed. You can look at what’s pending. You can look at what payments have failed. You can look at what’s authorized. You can see descriptions
of those payments. You can see when they were applied. You can see totals that are there. And you can kind of adapt
those columns as you need to based on the information
that you want to see. So we’ve tried to keep the Clio Payments kind of transaction list
simple and streamlined and easy for you to be able to read, so you know exactly what you’re kind of doing when it comes to those payments. Now obviously I’m a customer
service professional. So I care ultimately about what’s the client experience gonna look like. It’s nice that it’s good
for the firm’s to set up, but what about for your
clients on there end? Pretty straightforward as well. So the first thing is
they’re gonna receive a notification in their
email inbox that says you owe $1400, for example, big
blue button, pay online now. What do you think you do from this screen? Click the button, that’s
right you click the button. Then what do you do? You put your credit card number in, you put your billing address in. Very standard for paying online, you put that information in. Step three, you just make your payment. You confirm the information
and you make the payment. That’s it, way easier
than getting a checkbook, finding a checkbook, digging
it out, writing the cheque, go into the office,
getting a carrier pigeon, whatever it is people are doing,
way simpler in that regard. – Because integrating
things like Clio Payments into your firm will
ultimately not only increase that bottom cash flow but also create a better experience
for you and your clients. – And we said earlier, but it’s a market differentiator for you, this is something that’s gonna set you apart
in the legal community because there’s still a lot of people. And maybe a lot of
people here are doing it, because these are all
kind of forward thinking kind of legal professionals
that are coming to things like Clio Con right? But a lot of people don’t
come to things like this and they’re not doing this kind of stuff. And this is a massive
differentiator for you, and it’s gonna make,
it’s gonna be something that your clients are gonna remember when they’re looking for legal help. They’re gonna remember
that person that oh well I didn’t have to pay cash,
I could just do it online, didn’t have to go in and talk to them, especially for Millennials,
young people over here, don’t like talking to people. But there is more, there’s
always more, never enough. Jack talked about this a
little bit during the keynote but we have a fantastic
feature which we rolled out, and I hope you’ve had a chance
to dig into it a little bit. If not we’re gonna talk
about Payment Plans. Who’s excited about Payment Plans? Yes! – That was not nearly as good of an applause as we got earlier today. – That’s true, so one more time. Who’s excited about Payment Plans? (audience cheers and applauds) It’s funny we talk about Clio Payments and it’s all well and
good, and it seems like oh yeah it’s pretty simple stuff. But it’s given us this
incredible infrastructure, this payment infrastructure
that we can then utilize and start adding features
like Payment Plans on top of to take that automation, to
take that streamlined experience and keep adding it and
having a compounding effect on top of all these
other features in Clio, so we’re super excited about it. Payment Plans is exactly
what it sounds like. Everyone’s had a delinquent
client before right? Yes, everyone’s had someone
that can’t pay their bill. And what he usually do in that case? You write it off a lot of the time. And people come, and I hate
these calls in Clio because they’re really frustrated and my reps, they’re great, they take
it, but people call in and they’re really frustrated because like, “I got to right of this bill, “and I don’t know how, how to I do it?” And they’re really angry about it. But we want to get you
out of that situation where you don’t even have
to do it in the first place So let’s say someone owes you $1,000. You say all right, say
your client’s name is Rob. You say, “Rob I’m gonna
give you 10 months, “you’re gonna give me $100 each month, “and then we’ll pay off that bill.” It’s a very good chance
you’re gonna collect the vast majority of
that money if it starts coming in those small increments versus just saying hey
you owe me $1,000, pay up. Then you hired goons or whatever it is, citizens reference for people that got it, one person excellent okay, moving on. But creating a Payment Plan
is very very straight forward. You’re simply just putting
the entire installment amount, the total payment amount
and what date you want it to start on and basically implement the credit card information
and you’re good to go. And we want to make sure that
you know what’s going on too because overhead, and making sure that you’ve got a good audit
of what’s going on. Same as we had in the
Clio Payments sub tab, you can click over to the
Payment Plans data table and you can see exactly
how many Payment Plans you have ongoing, you know the schedule looks like when the next payment’s, and what the total installment is. So again you can pull this information. You can easily pull it out of Clio and do whatever you need
with it so it’s easy to kind of report on which I know in bigger firms is definitely a concern. Now a lot of people are
saying okay but what about that Evergreen Management
piece you talked about. And Jack touched on it a
little bit in the keynote but I want to unpack it a little bit, is you can actually pair, and I’m curious who actually knew this. Who know that you can pair
the Payment Plans feature with the Trust Request feature? No one, one person, two
people, but you can. Basically what that
looks like is you can say I want to set up a
monthly recurring payment through Clio Payments say for $500. You know you’re gonna use
$500 from every single trust account that comes in,
from a certain trust account. You’re gonna say $500 from the credit card pay into that trust account on a monthly basis for the next 10 months. All of a sudden you not only automating the bill payment process
but you’re automating the trust replenishment process, and this is what I’m talking about. Clio Payments, and with the
help of people at LawPay we’re able to take this
infrastructure that we’ve built and we are gonna keep iterating,
and keep revolutionizing, and keep automating
things like these payments so we can free up your time, so you’re not sitting there clicking through and adding payments
over, and over, and over. It’s tiring, I don’t even do
it and I’m tired, it’s crazy. – And that flexibility and adaptability is what’s gonna really help set you apart not only from an operational standpoint when maybe even someone who
you want to recruit comes in and asks how you do your processes, but also in terms of how we
remember that experience, how that client will ask those questions, or what a client might
even be looking for. – Absolutely, and I’m gonna level with you and it may not be a popular thing to say but legal trouble is stressful enough. I know, I went through it recently, where you have to work with a lawyer. And if you’re not used
to working with lawyers, it’s nothing against you it’s
just it’s an uncomfortable place for people that
aren’t used to doing it. Don’t make payment a stressful
part of the process as well. Make it easy for them, make
it streamlined for them, give them that effortless experience, that’s what they’re gonna remember. They’re gonna be like that was one of the worst periods of my life but God darn that lawyer was amazing. And I want to work with them again if ever I face that again,
that’s the experience you want to be giving those clients. But you don’t to take our word for it. We have some testimonials, we’re not biased at all. We don’t have testimonials that we just place so that you believe it. But I got a better exercise,
everyone that’s using Clio Payments again put your hands up. So if your hand is not up right now I want you to look around
and my homework for you is to go and engage with one
of these people and ask them what their Clio Payments
experience has been like. Ask someone, put your hands down, don’t want you to hurt your arm. Ask someone at Clio Con that uses Clio Payments what it’s like. We so firmly believe that this
is a game changing feature that I think you could talk to literally any Clio Payments user
at the conference today and they would have something
positive to tell you about it. That’s how confident we are that this is next level stuff that
everyone should be doing. Now I think I made a
promise at the start of this presentation to add
some bonus material didn’t I? – I think you did. – Problem is I didn’t prepare any. Emily do you have something? – I think I do. And Jack touched upon this
a little bit earlier today. But I’d like to introduce you guys to the secure payment
link, which is exactly– – There we go, there from the back. – What the secure payment link is, is a brand new way for you guys to be able to get paid anywhere,
anytime and just as easy as everything else in Clio
Payments is provided. The really cool
differentiating factor of this is instead of you having
to interrupt a conversation or a flow that you’re having with someone, opening Clio back up and
doing all the backend work before sharing that bill,
you can actually just create the link, ask for how
much money that you need, and they can pay you on the spot. So think about that moment
where you might go and you meet a potential new client, at a coffee shop. You have a great conversation
and they might want to pay a retainer, or you might want
to charge them for that thing. Now you actually can, without having to go back and send that later. And this will allow you to
really open up the opportunities for you to get paid, to
really improve that flow and continue to add on
to that accessibility, adaptability, and
flexibility that we’ve been talking about all throughout
this presentation. – And that flexibility is what
your clients are looking for because like I said they may
not want to go to a law office. They may not want to go and talk to you. They may not want to be
around where there could be someone hearing what
they’re talking about. The might want to meet you at
a park or at a coffee shop. Or I can’t think of any other
examples but you get the idea. – [Emily] B.B. Kings. – Sure B.B. Kings, maybe. But the whole point is
that you want to be able to give your clients that adaptability. You want to be able to
give them that flexibility. You want to be able to meet
them where they need you. Your responsibility’s to be
there and their time of need. So be there for them but also charge them for it, it’s important. – And in summary we talked
about a lot of things today so we really wanted to boil these down into a few key takeaways
that you can really try to sync on and maybe come
and talk about afterwards. So the first one is payments aren’t just a business function anymore, they are a retention function. They are a lasting
impression that you make at the end of that relationship,
at the end of that matter. This is something that will
help you set yourself apart and keep the clients that
you already have happy. Another thing as well is it’s gonna add transparency into your entire firm, which will help you work more efficiently, will help you focus on the
things that matter most and remain proactive so you’re
never in that shock state of wondering where’s the
money or what’s coming next. And automation will help you give, will help give back time
in your day so that you can actually focus on the things
that really matter to you. Focus on dealing with your clients. Focus on figuring out how you
can keep growing your business how you can keep focusing
on keeping the lights on and getting more people to join. – Absolutely and you
know I’m gonna give you my perspective from your
clients perspective. Ultimately if you walk
away the one thing folks is everything needs to be effortless. Your clients are looking
for an effortless experience and if you’re not giving them one you got to ask yourself
why, and you got to ask yourself those
uncomfortable questions. Read the book that we said,
The Effortless Experience. I guarantee it’ll be worth it. We have it on the
Marketplace, get on Amazon, get it at the library, I
have copy it’s not here. But come talk to me after
maybe I’ll send you my copy. That’s how much I care to come
and make sure you read it. You want to share your bills in the way that your clients want you to. Facebook Messenger, what’s that? Twitter Direct Message, whatever it is, Reddit Forum, I don’t know,
whatever they’re looking for use those secure links
to meet your clients where they want from
a digital perspective. You need to adapt to
a shifting digital age because ultimately it’s gonna assist you in taking the stress away in your clients. And that’s a big one is like I said it’s a stressful experience,
if you can take that away and help them pay in
the way that they want. Now we want to take some
time here to open it up. If anyone has any kind of
questions before we unpack just some of the future
sessions coming down the pipe. – Hi, is this on? Okay with setting up Payment Plans I noticed that when you want
to do that you have to fill in the credit card information,
and the client can’t. So on that initial setup
can you make it so that you could just send it out,
have the client at home put in their credit card information, everything they need to have
that Payment Plan go forth? Because like if I wanted
to do it right now I can’t. They have to be with me and I
had to have their credit card. – Sorry I didn’t meant to cut you off. So I know that something
that’s heavily in the works right now is having Clio
Payments be better about retaining information like
that credit information. So if it can somehow
be, and the problem is you’re kind of playing with credit numbers so we want to make sure we’re
doing in a secure fashion. But if we can have that somehow attached to say the client profile for example, and have an auto-fill,
I know that’s something I’ve heard product managers
kind of discussing. So as of right now no,
but again I can tell you exactly who you need to
talk to, the guys name is Steve in Clio Labs, he’s
our Payments Product Manager. He’s the guy you want to talk to. I’m sure that LawPay would
have some input on that. I’m sure they got opinions on it. But yeah, he’s definitely
the guy you want to talk to. But as of right now the answer
is no simply just because it’s a very kind of
difficult thing to navigate in terms of security being
the ultimate priority and making sure that we’re
not storing information in a way that’s not safe for your clients. First yeah you, and then you after. You’re on in front of each other. – [Attendee] Hello. I take LawPay payments
currently but when I look on the transaction page it doesn’t
show anything coming up due. Is there a way to
integrate that so I can see the LawPay credit card payments
on the Clio Payments page? – Not without incorporating
Clio Payments in the equation because that’s that’s the way
the infrastructure is built. LawPay independently won’t show up within your Clio account, you’ll only
see it on the LawPay side. – [Attendee] Is there
a way that I can then activate the Clio Payments
and have them integrate? – Activate payments,
sorry explain that again. Like you want to activate
Clio Payments and then? – [Attendee] Will I get the information that I get on LawPay? – Oh you mean like the legacy information is what you’re asking? That’s a good question,
I’m looking at LawPay. Do you guys actually know? It can be done. But it’s not available, oh that’s part of the integration but it is theoretically possible. So I guess the best solution in that sense is maybe come and grab potentially someone from LawPay and myself afterwards. I can least connect with someone
in support then we can have a conversation about what that looks like. – [Attendee] Okay thank you very much. – [Attendee] Is there a way to set up an automatic recharge when you hit the threshold in the trust account, and also an automatic payment
to the firm when the firm say bills $500 in billables
on that client case? Because that way you would
have an automatic flow from the clients funds, to
the trust account, to the firm with oversight by a bookkeeper, but not necessarily as much tedious work. – Sorry I’m not fully
understanding the question. – [Attendee] Okay. – So I’m just not understanding
the question itself. – [Attendee] Is there a way– – [Officer] Oh is there a way– – To automatically transfer
money when you hit a threshold. Instead of it emailing me,
I don’t want to be notified. I want say an office manager,
a bookkeeper to be notified. But why not automatically go
ahead and sign an agreement with the client that
when your trust account reaches a $500 threshold,
or $1000 threshold we will recharge automatically. If you agree if that’s what
you’d like to do in $500 chunks. So then we ding the credit
card or bank account, it refills the trust account
another 500 or $1000, whatever the client
feels comfortable with, and then when the attorney
bills say $500 in billables it automatically reaches that threshold on the firm side that
pulls that money out of the trust account into the firm account. – Not in the innate integration, but it may be possible through third party like Zapier for example, it
actually may be possible. – [Attendee] So you automate
that from the client, the flow of money from the client to the attorney legitimately with just oversight from a bookkeeper instead of… Because as the attorney I want to focus on the attorney work, not the
billing and bookkeeping. – Yeah I hear you. – [Attendee] I want to automate
that as much as possible. – Yeah no I hear that, like I said I think there’s some patchwork the
way that we could do it. But like I said now the
Clio Payments has kind of hit this place of building
that base infrastructure the possibilities of what we can automate of what we can do kind
of changes quite a bit. – [Attendee] It’s there, I
mean what you have is there, you just have to connect
a couple of the dots. – Yeah but that’s what I’m
saying and that’s what I’m saying because that infrastructure’s
built if you have like, I could probably sit you down with one of my reps right now and we
could do some patchwork integration to make that happen– – [Attendee] With Zapier yeah. – Would through Zapier
potentially but the bigger fix is because like I say those dots are there but they’re currently not connected. If you sit down with Steve again if you have that conversation, because that infrastructure’s built and if you can show that value prop to him he can give you a good
idea of what kind of work that actually entails and
if it’s within feasibility. We’re looking for small low hanging fruit that we can knock out while
the conference is happening and that may very well be
a good candidate for it. I strongly advise you maybe– – [Attendee] That would greatly increase your percentage of how much faster– – Yeah yeah I 100% don’t disagree. – [Attendee] Alright with low maintenance. – Thank you. Sure you at the back. I don’t know we’re gonna get everybody because there’s quite a few. – I’m not sure if this is relevant. Most of my clients, I do a
lot of transactional stuff so most of my clients are paying when they’re in the office when they hire me so sending the links I know
is really great but what my frustration with LawPay,
or not with LawPay sorry guys. With the Clio version of
Clio Payments is that first we can’t swipe a card, we
have to key in the numbers. But more importantly it
doesn’t register immediately if the card was accepted or declined. And that takes 24 hours so
we just assume it’s accepted. But sometimes it’s not, it
doesn’t register on the… Is there a way to make it so that it would register on the statement? You kind of want to run a
card, see that they paid, give them a statement that
says there’s a zero balance. But you can’t do that because it doesn’t know whether or not it’s
been approved or declined. And so that means when
you print a statement it shows they still owe money. And it’s just kind of embarrassing. It’s like we’re this high tech firm but we have this
Fisher-Price system that is that I have to hand write
and say oh no you paid, honest we’ll update it tomorrow. And then when it is
declined they’re long gone and I’m chasing them down saying hey your card didn’t go through, even though we ran it
yesterday and it should have. I mean are those issues
that only I’m facing? Or is that something
that is a known issue? Pardon, you’ve run into the same thing. – I think it’s the communication
piece, and I may be wrong, and this is again why I
wanted to bring it up. I’m gonna go to the Lab after this so I can make sure that anyone that wants to talk say to Steve for example, we need engage in a conversation
on this stuff, we can. I think it has to do
with the communication between the two platforms
if I’m not mistaken. But I’m not entirely sure on that answer. So Steve definitely
knows more about kind of that back end piece and
run the authorization through LawPay and things
like that more than I do. – [Attendee] Right. LawPay does but you have
to go to the LawPay site and it’s not reverse compatible so it doesn’t put the
information back into Clio– – That’s on radar, that
I know is something– – Then that kind of defeats the purpose. I’m back to using just Intuit, or Square, or whatever other software. – [David] Yeah no I hear you
and I know that’s something that’s definitely like
heavily being conversed upon now that these kind of these payment plan features and other stuff are out there. – Because I run cards on my phone they just sign with their finger. Clients like to sign receipts. – [David] Absolutely. – And they feel like it’s,
they’re part of the process. And you’re like oh no you
don’t have to swipe it, you don’t have to sign anything. I’ll just take it and if it doesn’t work we’ll let you know in a couple of days. – [David] Yeah I love it
and especially because– – I mean that’s not real. – No I hear you, and I
know like the swiping piece I know that’s that’s heavily on our radar ’cause I know there’s been
big discussions around that. But in terms of kind of
the mobile experience in the signing and stuff,
now is the time with the mobile beta to make sure
that that’s a part of that. So make sure you engage
in that conversation with the Product Management team. – We gotta know that the
transactions approved. I mean number one. If one is declined we
have to know that second. Every other merchant service in the world can figure that one out. – Yeah 100% I don’t, I don’t disagree. And I’ll be in the Lab. I’m happy to facilitate that conversation. We can go one more, your
Emily, she’s Allison. One more I think this
is what I got time for. – Are there any plans to
integrate invoices with trust requests so that it
goes out as one document? Because the problem that
we’re having is that with some clients when we
send out a trust request on an invoice, they pay the invoice. And when they pay the
invoice their payment goes into the operating account. And then when they get a
statement from us showing the trust activity, they
go whoa where’s my payment? – Yeah that’s a great idea. Honestly, one I’ve never
actually heard before. Which is hard to do because
I’ve heard so many suggestions. I know that the bill theme feature is something that we’re
looking at overhauling. I know probably a part of that work. So I would imagine in the next
few quarters it’s probably something that’s gonna get
some serious attention. But yeah I 100%, I can totally
see a use case for that. So are there definite plans? I can’t say yes. But have I heard conversations about it? Definitely and I know it’s on the radar. – [Attendee] Thank you. – No worries. – So to kind of get into perhaps
something that can kind of help answer some further
questions is we have a ton of different materials
that you guys can check out. We recently overhauled our support site so it’s actually quite intuitive. You guys have a lot of these questions. It’s pretty predictive, it
can pull up a ton of different articles and a lot of insights
that we’ve already built. Same with our Clio blog which has a ton of different information
on if you’re trying to figure out how you kind
of scale your practice. A lot of different updates and changes on Clio Payments as a whole as well. And as David mentioned you
should come to the Smart Bar. There’s a prime opportunity
to actually come up and talk to the people who are working on these features, who know
that inside and out, and you can actually get that real time communication with them to really try to go through and solve those problems. Because now’s the time then we want to come and talk to you guys. And other things as well are there’s a ton of other sessions that
you guys can check out, including not limited to the ones that we listed earlier today like going and checking out
more stuff on billing, or even checking out, we
actually have Stephen Silberbach who’s back there, if
you can raise your hand. He will be doing a
presentation later today on how Every Lawyer is Also a Salesperson, so how you can really kind of
hone that for your practice. And we also have a ton of other ones. So this is run by Steve
who actually is the lead PM on Clio Payments so
you’ll be able to really hear more of the backend,
get more that insight on kind of what’s next in
terms of Clio Payments. – We’re gonna look at like updating, understanding the sales funnel, so a lot of the stuff around the CRM piece and the Clio Grow stuff that
we’ve been talking about. Adam La France is the Product Manager on that stuff, is gonna be talking on it. And we’ve got Emily van
Seireveld, an interesting story. She used to be a client
and now works at Clio, is gonna be touching on LEDES. So if electronic billing is your thing, and contingency fees are
something you do, check it out. And last but certainly not least the one that I’m personally biased about is the Delivering an Excellent
Client Experience with Clio. This is a fantastic session if you want to up your customer experience game. Rebecca and Marcus do a great job. So they’re tomorrow at 2:50,
make sure you check them out. And of course come talk to us, we’re nice. If you’re frustrated come
talk to us, we can take it. That’s what we’re here for,
we want to hear it all. And I do want to take a
moment before we say thank you on our behalf is to say thank
you to someone very important. In the back Greg, give us a wave. so Greg dealt with me
and Emily over the last too many months building
this presentation, and us changing our mind seven times, eight times, nine times so Greg let’s give him a round of
applause he did a great job. (audience applauds) He’s also a very talented developer. So if you want to learn
more about what it’s like to be writing code for the Clio make sure you go and talk to him. Thanks so much folks, have
a great rest of your day. (upbeat music)

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