Squire Patton Boggs is a full-service global law firm. Their multidisciplinary team of over 1,500 lawyers in 45 offices across 20 countries provides unrivalled access to expertise and invaluable connections on the ground. It is a seamless service that operates at any scale – locally or globally. It encompasses virtually every matter, jurisdiction and market.
When Squire Patton Boggs approached Calls9, they wanted to improve their firm's customer and employee experience.
We started by looking at what the firm wanted to achieve from a global communication perspective. This process included understanding the firm’s internal employee landscape and mapping client expectations in a series of innovation workshops. Employees and clients alike are time-poor, and any solution needs to address these points.
To meet both the firm’s employee and client needs and expectations, we designed a new digital platform that enabled better ways of working and improved customer experiences. The platform had also to reflect Squire Patton Boggs’ brand, look and feel across all internal and external functions. To do this, we built the bespoke functionality our client required on the Calls9 Nucleus Platform.
Through our automatic bulletins system, customers and employees alike receive personalised notifications when the content they have access to changes. Using this system in conjunction with our analytics engine, the Squire Patton Boggs team can better understand their customers and employees. They can deliver personalised experiences to both audiences, facilitate proactive sales conversations, and promote cross-selling across the firm.
Through easy-to-use content management functionality, Squire Patton Boggs can now write, publish and manage content that can be pushed out to their customers and employees from a single dashboard. Using our permissions system, the Squire Patton Boggs team can also designate which groups of users have access to which content (internal or external).
Using the Calls9 Nucleus analytics engine, Squire Patton Boggs can track employee and customer engagement across the platform. Additionally, by building up a customised user activity profile, the firm can have more meaningful conversations with its clients about their legal matters.