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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 the customer and employee experience of their firm. 

  • They had a number of internal systems to share knowledge and information across the firm that were 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 included understanding the firm’s internal employee landscape as well as 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 to also 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 content they have access to changes. By using this system in conjunction with our analytics engine the Squire Patton Boggs team are able to better understand their customers and their employees, deliver personalised experiences to both audiences, and 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 are now able to write, publish and manage content which can be pushed out to their customers and employees from a single dashboard. By using our permissions system the Squire Patton Boggs team can also designate which groups of users have access to which content (whether 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 profile of user activity the firm is able to 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 the customer and employee experience of their firm. 

  • They had a number of internal systems to share knowledge and information across the firm that were 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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