Global CRM Unification

Programme profile

Deployment of a global CRM and client intelligence platform across 40+ jurisdictions.

Intro

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.

Key Issues

The situation
we walked into.

01
Global client, matter, and relationship data was fragmented across local systems
02
Limited central visibility of client activity, profitability, sectors, and opportunities
03
Lawyers lacked a joined-up view of work delivered across countries and practice areas
04
Manual reporting created delays of 2–4 weeks
05
Multiple legacy systems and data repositories increased cost, duplication, and complexity
06
Cross-border business development, client retention, and partner recognition were difficult to manage consistently

Svoon Actions

How we took control,
step by step.

01
Designed a central CRM and client intelligence platform using Microsoft Dynamics
02
Created a virtual unification layer rather than replacing all local systems
03
Integrated key data from CRM, practice management, document, knowledge, and reporting platforms
04
Established a global taxonomy and KPI framework
05
Mapped 498 work types into 210 standardised global categories
06
Delivered curated client, matter, sector, and performance insights
07
Enabled secure global reporting while preserving local system independence
08
Automated key business development and client reporting processes

Key Impacts

What changed,
measurably.

Created a 100% consolidated global client view
Deployed across 40+ jurisdictions
Reduced manual reporting effort by 70%
Replaced manual reporting lag of 2–4 weeks with near real-time reporting
Removed reliance on 10 admin resources producing retrospective statistics
Delivered approximately €50k per month saving on global marketing spend
Increased client retention/longevity by up to 15%
Improved visibility of cross-selling and cross-border opportunities
Removed 3+ legacy systems per firm
Strengthened client reporting, business development planning, and partner recognition