Salesforce – joining the dots across our firm

With our clients becoming increasingly sophisticated and global in the way they operate, they want to be able to work with us in a similar way, engaging across our different service areas and territories working as one connected, collaborative team. By adopting a common system to share client information and opportunities, we can bring the best of our firm to our clients and join up our expertise across the network.

The implementation of the Salesforce Customer Relationship Management (CRM) system in December 2017 allows us to offer a consistent client experience regardless of which location or services the client engages. 14,000 of our people are on the new cloud-based platform as part of a global rollout which will be complete by the end of 2019. It’s part of our network-wide digital transformation, showing how we are disrupting our own business using technology.  

“Salesforce has brought clarity, efficiency, speed and accountability to teams where we've not had it before” says East Midlands leader Paul Norbury. “I’m finding that it's genuinely transforming the way my team and I manage our client relationships.”

The connections that we can now make in an instant across the firm gives us increased value in the data we are using and it means that reporting on relationships and opportunities is faster and requires much less effort.

“This is about transforming the firm around collaboration” says programme sponsor and Head of Clients and Markets Kevin Burrowes. “It’s fast becoming the place we all go – whether in the office or on the move - for insight and collaboration on our clients and opportunities. That means we can make better data-driven decisions leading to profitable growth.”  

It’s an important step on our digital journey and coming hot on the heels of the firm adopting the collaborative benefits of Google’s G Suite tools it’s bringing about a comprehensive cultural and behavioural change. Ultimately it will enable us to operate our sales process with increased efficiency and effectiveness, boosting the value we offer to clients.