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Squire Patton Boggs

Digitally transforming the employee and customer experience of a global law firm

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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 unrivaled 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.

The Challenge

When Squire Patton Boggs approached Calls9, they wanted to improve their firm's customer and employee experience. 

  • They had several internal systems to share knowledge and information across the firm that was not working effectively. 
  • There was no effective way of delivering personalised information to clients. 
  • The process was entirely manual and time-consuming.

The Transformation

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 against a variety of options. 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.

Providing a personalised customer experience

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.

Enabling better ways of working 

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).

Increasing visibility with real-time insights

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. 

The Results

  • New Digital Platform: Over a 12-month period, nearly 630 files are downloaded, and over 3,500 pieces of information are read by Squire Patton Boggs' customers and employees.
  • Rich understanding of both their internal employees' behaviour and their external customers' behaviour from a single platform.
  • Increased customer engagement and satisfaction as a result of personalised customer experience.
  • Real-time insights enable proactive sales conversations and cross-selling across the firm.
  • Streamlined content management process which saves time across the firm. 
  • Easy access to the platform from any device and browser 

Why Calls9?

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when

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what

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When Squire Patton Boggs approached Calls9, they wanted to improve their firm's customer and employee experience. 

  • They had several internal systems to share knowledge and information across the firm that was not working effectively. 
  • There was no effective way of delivering personalised information to clients. 
  • The process was entirely manual and time-consuming.
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