The Will Bureau

The Will Bureau is a leading legal service provider in London offering a range of legal services including estate planning, discretionary trusts, IHT, asset preservation, wealth management, tax saving, guardian, executor and secure document storage.

The Will Bureau has clients that are based all over the South East of England and the firm was keen to have more control over its client communications and its new business development. The firm recognised that the majority of its new business came from its network of professional financial or legal advisors, which are better known as ‘introducers’. The Will Bureau could quickly see the benefit of having a clear picture of this sales process and being able to measure and assess the performance of its sales team against the firm’s growth targets.

Solution

The Will Bureau selected Microsoft Dynamics CRM 2011 over three other potential solutions as the ideal one to assist with this initiative. The senior management team now has accurate reporting and analytics that bring clarity to the sales process and the ability to monitor the progress of the sales team. For example, if someone within the sales team has a performance issue then there is documented evidence to show how many phone calls have been made, how many meetings were attended, who the meetings were with and so on. The sales team is monitored and assessed against a proven business development process designed to win new business and any deviations from this process are easy to analyse.

The firm taken CRM very much to its heart and has even adopted the internal mantra of “If it’s not in CRM then it didn’t take place!”.

Benefits

The implementation of Microsoft CRM has delivered a measurable improvement in business performance in several ways. It has improved communications with the firm’s network of introducers and this leads to more referred work. The Will Bureau can also monitor the performance of the sales team and its introducers very closely, and can make decisions about the business based on empirical data rather than anecdotal feedback or gut-feel.

An added bonus of Microsoft CRM for The Will Bureau is that most people know how to use Microsoft Office and so they are comfortable with using and updating Microsoft CRM. The Will Bureau has also implemented Microsoft Office 365 and SharePoint and, by combining this with its document management, the firm can see opportunities to manage its documents better in relation to its clients and also towards employees that work from home.

Andrew Edwards, Director, The Will Bureau, is pleased with the results, “We now have a much better understanding of our business whereas before we only knew things anecdotally or perhaps had a strong gut-feel. We now have the statistics and empirical data to be able to take business decisions with complete confidence.”

Edwards continues, “I am very pleased that we’ve gone with eBECS. We liked them from the start and it was clear that they knew their stuff. I am also very excited with the long-term benefits that Microsoft CRM may yet provide to the firm.”