Connecting over 7,500 lawyers around the world through a single digital platform

When Interlaw approached Calls9 they wanted to modernise how they managed their global legal network. They needed:

• An efficient way to improve internal communications with member firms.
• Connect clients with lawyers based in their local city or region who have the expertise they require. 
• To enhance the volume of referral activity and make the referral process more efficient, moving from manual, offline processes, to more effective automated systems. 
  

Building a market-leading proposition

We start every project by working with the key stakeholders to understand the competitive landscape within which they operate. From here we look at their existing client or customer experience and explore if any of their existing internal systems and processes are a barrier to growth. Our objective was to build a market-leading proposition which differentiated them from their competitors whilst also driving growth across the business. 

Digitally transforming the process of creating referrals

Building on the Calls9 Nucleus Platform, we digitised the process of creating referrals globally. We turned a complex referral process, which was previously done via spreadsheets, into a series of simple forms with clear 'accept' and 'reject' buttons, along with displaying key metrics about the firm's referrals so they can see their referral data and figures at a glance.

Improving communications with member firms

Using Calls9 Nucleus we deployed a Members’ Portal to improve communication with member firms. Through this portal, Interlaw members are able to share and manage knowledge and information on the go using any device.

Enhancing the customer experience

We redesigned the Interlaw website to improve the customer experience, making it quick and easy for clients to connect to a lawyer globally, access key resources and briefings and use the Interlaw Directory to browse an interactive map of the network’s global coverage.

Interlaw Member firms can access key services via the website including the Interlaw Members’ Portal.

Increasing visibility with real-time insights

To make sure Interlaw can measure the quality of client service and member firms’ engagement we deployed business dashboards that provide real-time insight into the activity across the network.
These dashboards aggregate key project, matter and financial information from across the network. This work was previously carried out manually. The technology from Calls9 now saves Interlaw hundreds of hours of work annually.

• Over 200% increased web traffic.
• Over 200% improved engagement and dwell time in the Members’ Portal.
• 13% increase of referrals on the previous year.
• Significant time-saving thanks to moving from a manual process that involved over 70 spreadsheets to a real-time system that collates all referrals information automatically. This system also gives Interlaw key information to make strategic business decisions.
• Through our technology, Interlaw has been able to foster closer relationships between member firms and improve collaboration.