Canadian law firm Osler reinforces client-centric ethos with implementation of OnePlace Client Lifecycle Management solution

USA/Canada News

26
Sep
2018

Editor

OnePlace announced that Osler, Hoskin & Harcourt LLP, one of Canada’s leading business law firms, successfully completed the rollout of its innovative Client Lifecycle Management solution to 800 users across the organization.

With offices across Canada and in New York, Osler is an acknowledged leader in the Canadian legal market and a pioneer in the innovation of legal service delivery and client management. Osler’s unique focus on enhancing the client experience through modern technologies led the firm to explore options for a new Client Relationship Management system. After sourcing and evaluating a number of CRM systems, the firm ultimately selected OnePlace – a Client Lifecycle Management solution designed for professional services firms and developed natively on the Salesforce platform. 

Colleen Moorehead, Chief Client Officer at Osler, commented: “OnePlace gives us a 360-degree view of the organizations we work with, their interactions with the firm and the issues and opportunities faced by their business and industry. This allows us to share, align and coordinate client relationship activities among partners and ensure we serve our clients’ organizations more holistically.”

Osler deployed OnePlace in a phased approach that started with core contact and company data management and now leverages the full breadth of the solution’s functionality. The comprehensive system was designed with the aim to create a seamless user experience that integrates OnePlace with the firm’s website and emarketing platform, Kentico, the Introhive ERM application as well as financial data from its practice management solution, Aderant Expert.

“We selected our new CRM through a collaborative, cross-functional process,” added Peter Bier, CIO at Osler. “We wanted all key stakeholders to help define our key criteria — and for me, OnePlace meets them on all counts. Its open, easy-to-integrate architecture was able to meet our strict privacy, security and conflict requirements while still allowing us to combine information from disparate systems to create a full and integrated view of our clients.”

Tim Smith, CEO at OnePlace, wrapped up: “True to its track record as an innovator, Osler was the first firm in Canada to select OnePlace; the project team also decided to step beyond the traditional approach to CRM in the legal sector. We’re proud to have successfully delivered a solution that reflects Osler’s progressive strategic vision and has actually influenced aspects of OnePlace’s functionality that we now deliver to all our clients. This is further proof of how our exclusive focus on the legal and wider professional services sector in combination with the strong collaborative mindset in our consulting team enable us to truly understand our clients’ requirements and consistently meet and exceed their expectations.