CRM upgrade or replacement
Summary
The current CRM limits the firm's ability to engage clients, grow efficiently and stay competitive. The installed release is no longer supported by the vendor, which creates a future security exposure. An upgrade or replacement is required.
Score breakdown
Category score is the share of that category's criteria answered yes. Contribution is that score times the category weighting.
- Areas of focus0/1×5%0.0
- Clients2/3×10%6.7
- Expansion & global footprint1/3×25%8.3
- Increasing revenue & profitability2/2×25%25.0
- People & culture0/2×10%0.0
- Innovation & service delivery1/2×10%5.0
- Operational infrastructure3/3×15%15.0
Criteria
Areas of focus
- Improves growth in the areas of focus: no
Clients
- Improves client satisfaction scores: no
- Improves client retention rate: yes
- Improves net promoter score: yes
Expansion & global footprint
- Supports expansion of regional offices: no
- Supports expansion into new countries: no
- Increases revenue from international markets: yes
Increasing revenue & profitability
- Improves fee earner revenue: yes
- Improves utilisation rate: yes
People & culture
- Improves employee engagement scores: no
- Improves staff retention: no
Innovation & service delivery
- Improves efficiency through adoption of legal technology: no
- Improves processes through automation: yes
Operational infrastructure
- Reduces operational footprint through optimisation and automation: yes
- Allows for risk mitigation: yes
- Aligns with the technology roadmap and future plans: yes
Benefits
Cost reductions from a lower cost per user and less wasted employee time; higher client net promoter score; revenue increase from opportunities identified with new and existing clients.
Resources required
Project manager; IT; business development; digital marketing; finance; global executive assistants for data support
Review note
Alignment increased against clients and growth: a healthy business development function and a well-run CRM benefit every downstream step. A discovery-stage business case is the sensible first move — process analysis, requirements, and options appraisal including upgrading in place. That work is not wasted if a replacement follows.
Position
60.0
Weighted score out of 100
#4
of 28
Scores 50 or above: on the shortlist for a business case.
Facts
- Sponsor
- Fiona Mercer — Chief Business Development and Client Officer; Marcus Ellery — Global Head of Technology
- Sponsor identified
- Yes
- Cost band
- £150–£300Kmidpoint £225k
- Benefits
- High tangible benefitsscore 3
- Complexity
- Mediumscore 2
- Strategic alignment
- 50%
- Schedule
- Mar 2027 — Dec 202710 months
- Delivery team
- Laura Pemberton