Global CRM Unification
Deployment of a global CRM and client intelligence platform across 40+ jurisdictions.
Why this work,
and why us.
Svoon designs and delivers CRM programmes that unify client intelligence across borders. We treat CRM not as a system project but as the connective tissue between marketing, business development, partners and operations — making sure every interaction, opportunity and relationship is visible, measurable and actionable.
The Challenge
- 01
Client services, pricing and matter activity inconsistent. Client perception was that the Firm was operating inefficiently and quality of services could be improved
- 02
Limited central visibility of client activity, profitability, sectors, and opportunities
- 03
Global client, matter, revenues, relationships and lawyer activity fragmented, siloed, and unreconciled
- 04
Manual reporting created delays of 2–4 weeks
- 05
Global client, matter, and relationship data was fragmented and duplicated across many systems contributing to poor reporting and increased risk
- 06
Cross-border business development, referrals, client retention, and partner reward & recognition were difficult to track and manage consistently
What we delivered,
step by step.
- 01
Designed and implemented a global CRM and dynamic client intelligence platform using Microsoft Dynamics
- 02
Created a virtual unification layer rather than replacing all local systems/integrations and allowing local best practices to continue independently
- 03
Integrated key data from PMS, CRM, document & knowledge management, and HR, Partners R&R and reporting platforms
- 04
Established a global taxonomy, Hard and soft KPI measurements and cybersecurity/data retention framework
- 05
Aligned all externally facing digital presence channels and integrated into key client and business development reporting.
- 06
Delivered curated client, matter, sector, and performance insights. Inluding profitability, work type/LPM, efficiency, client legal services & lifecycle reporting
- 07
Created global key account, digital reporting and billing capabilities with client touchpoints.
What changed,
measurably.
Created a 100% consolidated global client view
Deployed across 40+ jurisdictions
Manual reporting effort reduced by 70% and introducing near real-time reporting
Removed approximately up to 3 admin resources per key client, who were producing retrospective client statistics and reporting
Delivered approximately €50k per month saving on global marketing spend and increased target marketing ROI
Increased client retention/longevity by up to 15% and feedback KPIs improved and reflected in Partner R&R
Improved visibility of cross-selling and cross-border opportunities, increasing revenue, profitability and reducing write-offs
Removed 3+ legacy systems per firm
Other programmes we lead.
M&A and Multi-Firm Unification
A number of high-profile mergers and unifications, aligning people, processes, systems and delivery ways of working into one integrated operating model
02Finance System Transformations
High value, risk and expectation programmes and recoveries - International programmes with many offices and regulatory needs, including all key integrations to core legal PMS (Compliance, CRM, CMO, DMS etc.) systems and client feeds.
03Process Automation & A.I.
Process Automation & A.I. - Defined PAG prioritisation of A.I. enhancements, M&A enhanced information and assessments.
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Please get in contact with us to discuss your needs.