CRM in the cloud

Kromann Reumert's lawyers needed support in the form of 360° client insights so that everyone in the organization could see the entire client history at any time and from any system:

• What work has been done in the past

• Who has helped a client in the past

• Who has a relationship with the client

• Which events the client has participated in

Kromann Reumert needed to see the full engagement across all lawyers. This also applied to Microsoft Outlook, which is their primary work tool.

"In addition to specialist knowledge and commercial understanding, our industry is relationship-driven. Therefore, we needed to know our clients' needs even better to continue setting the legal industry's standard. CRM has given us a window that provides a data-based overview of our business. It has been an important part of becoming more data-driven and supporting our digital mindset."

- Jacob Brønnum-Schou, IT Manager at Kromann Reumert

With the new Dynamics 365 solution, Kromann Reumert has a single tool for working with client relationships.

All knowledge is gathered and easily accessible to the lawyers. This ensures everyone shares and works with the same data for internal and client benefit. The customer is always met by prepared employees who always have knowledge about the client's history.

With Dynamics 365, Kromann Reumert has simply optimized internal processes and laid the foundation for a much better client experience.

"When you start a major implementation and transformation of a new system, it requires a good collaboration with an external consultancy. We spent a lot of time evaluating the different providers. When Context& presented their proposal, we knew we had found a good match. Context&'s technical skills are above average, but their co-ownership of the project management was also a positive experience for me as an internal project manager. The result ended up being better than we expected. Because Context&'s consultants were also good at challenging our wishes instead of implementing blindly."

- Esben Nicolai Sachmann, Business Consultant at Kromann Reumert.

A task solved with Dynamics 365

The new solution is built on standard Dynamics 365 with several plug-ins that allow the lawyers to continue working from their preferred platform: Microsoft Outlook.

This means that Kromann Reumert's lawyers can access Dynamics CRM via Outlook, where they can create and view contacts automatically synchronized into Dynamics, keeping all threads together.

One of the significant issues prior to the new Dynamics 365 solution was that Kromann Reumert had several different systems with client information (case management system, website, marketing module, and financial system).

It was, therefore, crucial that the new solution could bring all information together with better client overview and easier navigation between systems when detailed insight is needed.

The list of functionalities in the Dynamics 365 solution is long, but the new system ensures that Kromann Reumert's lawyers can, among other things:

• Get an overview of which events and newsletters a contact is connected to

• Track users

• Create VIP connections

• Synchronize selected contacts into Outlook

• Look up external registers for contact or company details

Azure ties the solution together

The new Dynamics 365 solution is tied together by Azure Integration Services, which is also used to integrate the solution with Kromann Reumert's Sitecore website and Navision client solution.

"As we already use a wide range of cloud technologies - including Azure, Dynamics365, and the use of Azure Integration Services fit perfectly into our digitalization strategy, which we are already well underway with."

– Jacob Brønnum-Schou, IT Manager at Kromann Reumert IT Manager hos Kromann Reumert

For example, the website accepts registrations for newsletters and events, which are automatically entered into the Dynamics 365 solution, where marketing handles all communication with the client, so data is visible on the contact. This means that the lawyer can see the communication history directly in Outlook.

The integrations in Azure Integration Services also ensure that it is the correct company data you see in the CRM solution, and the integrations have also supported the overall data migration from the old CRM solution to the new one.

Kromann Reumert's Dynamics 365 solution is a tool for the future.

"When you need to make a digital transformation, technology cannot do it alone. It has been crucial that we have been able to spar with Context&'s project manager regarding training and anchoring in the business. In addition to change management, we also wanted CRM to be compatible with future technologies, including AI solutions."

– Esben Nicolai Sachmann, Business Consultant at Kromann Reumert.

It was clear from the start that the system had to support future innovative initiatives.

Context& and Kromann Reumert have ensured this by having AI consultants participate in the project. In this way, the new system is based on a data model and an architecture that supports future data-driven initiatives such as intelligent introductions, intelligent field filling, churn prediction, and business sentiment analysis.