As the legal landscape evolves and clients place an increasing emphasis on their experience, Freshfields Bruckhaus Deringer (\u201cFreshfields\u201d) has invested in their client experience with Salesforce.<\/p>\n\n\n\n
On this multi-year strategy to digitally transform their own client experience, Freshfields will leverage Salesforce Sales Cloud, Einstein Analytics, Pardot, and Shield among other technologies as part of the effort.<\/p>\n\n\n\n
Combining CRM, analytics, events, and marketing automation data will better equip Freshfields to understand clients, personalize relationships, and ultimately, deliver a superior client experience from anywhere. Collating and analyzing data from across the organization will create a 360-degree view of every client and uncover instant insights on previous client interactions.<\/p>\n\n\n\n
In the longer term, Salesforce technology will enable Freshfields to unlock additional collaborative opportunities across the firm and enhance management of matters and pipeline.<\/p>\n\n\n\n
\u201cWith Salesforce, we can enhance the experience we deliver to our clients: ultimately better insights will help us build stronger relationships and anticipate our clients\u2019 needs,\u201d said Rafique Bachour, Managing Partner at Freshfields. \u201cHaving a unified client view from anywhere, whether it\u2019s on desktop or mobile device, is enabling new ways of working – allowing our partners to understand what\u2019s live and active in that relationship; and therefore, engage with clients in a seamless and impactful way.\u201d<\/p>\n\n\n\n
Automation of data flow has been a \u201cgame changer\u201d for Freshfields, ensuring high quality and live information to transform pitching, managing client data, and direct mailing events all without requiring manual entry. <\/p>\n\n\n\n
Ready-access data around client relationships is also speeding up the organization\u2019s in-house processes; lawyers will be able to access instant insights on an easy-to-use platform without having to contact different departments to retrieve information.<\/p>\n\n\n\n
Leveraging Salesforce infrastructure implemented by Cloudshift, and enhanced digital tools via Salesforce partner, Introhive, will enable the firm to improve the management of client relationships. Ultimately, they say, the client experience is driven by our people; \u201cwe\u2019re a people business\u201d, said Louis Roman, Interim Global Head of Marketing and Business Development, Freshfields. \u201cIt\u2019s about putting data and insights into the hands of our people, enabling them to do their jobs with more skill.\u201d<\/p>\n\n\n\n