Microsoft Power Platform CRM for a legal organization

The customer encountered several operational issues and wanted to improve their will management operations. Itransition implemented a Power Platform-based CRM solution that consolidated the customer's operations, accelerated case progression, and introduced an automated notification system to enhance the efficiency of communication with clients.

Accelerated

case completion

Increased

number of case resolutions

Reduction

in manual workload and follow‑up time

Faster

client response cycle

Microsoft Power Platform CRM for a legal organization

All technologies used

Power Platform

Engagement model

Full project outsourcing

The Will Company is a UK-based legal organization founded in 1995. The company provides professional advisers with expert, timely will-drafting services, supporting over 800 adviser firms and offering £2.5 million in indemnity cover.

We are very pleased with the CRM system that Itransition have put in place for us. It has saved us time and money by introducing a consistent follow-up system that our customers can respond to easily.

author's photo

Zoe Oliver

Project manager at The Will Company

Domain

Legal

Geography

United Kingdom

Founded in

1995

Clients

800+ adviser firms

The challenge

Being at the early stages of digital transformation, the customer faced a number of operational bottlenecks, including limited visibility into case progress, manual client follow‑ups, fragmented information storage, and ineffective partial automation. Aiming to improve operational efficiency and support long‑term business growth, the customer wanted to implement a tailored application to streamline case progression, enhance communication efficiency, and reduce manual effort.

The solution

At a glance

Itransition’s team implemented a Microsoft Power Platform–based CRM using Power Apps, Dataverse, and Power Automate to centralize client and case management and automate key workflows for will-writing processes. We also configured Microsoft Exchange integration, supported data migration, and conducted user training to ensure seamless adoption and unified communication within a single system.

Solution concept & platform selection

After analyzing the customer’s business workflow, Itransition suggested implementing a CRM solution as the most suitable platform for consolidating operations and improving client communication. We assessed several CRM platforms, including Microsoft Dynamics 365 and Microsoft Power Platform, since the customer already partially used a Microsoft-based environment and there was a need for native integration capabilities with Microsoft Exchange. Eventually, the customer chose Power Platform as a simple, lightweight yet adaptable and more cost-efficient alternative, sufficient for the customer’s workflow and delivering all required CRM capabilities, while avoiding unnecessary complexity associated with full‑scale enterprise CRMs.

CRM design & core functionality

Itransition configured a comprehensive CRM solution built with Power Apps, leveraging Dataverse as a database and employing a Power Automate-based notification system. The solution allows for centralizing and managing client data, case progression, client communication, and documentation, while automating key reminders linked to will‑writing stages.

Our team configured key CRM entities, including accounts and contacts for clients and financial advisors, product records for various types of wills, and user roles with corresponding access rights. We also configured an end‑to‑end workflow for different will products, defining all case stages and transitions to ensure consistent processing across will‑writing steps. Furthermore, we set up integration with Microsoft Exchange to enable seamless email communication directly within the CRM.

The CRM functionality supports the following key capabilities:

Case and client management
  • Creating new cases
  • Creating client and financial advisor records, or selecting existing ones
  • Linking clients and financial advisors to cases
  • Assigning relevant products to each case
  • Confirming case completion and closure
Case tracking and status management
  • Tracking progress through predefined stages
  • Updating and confirming case statuses
  • Recording document submission stages to HM Land Registry (HMLR) and Office of the Public Guardian (OPG)
  • Flagging cases that require manual intervention
  • Checklists for employees to ensure every process step is completed correctly
Client communication
  • Sending and receiving emails directly within the CRM via Microsoft Exchange integration
  • Recording communication within the corresponding case

Automated notification system

A key part of the system's functionality is its Power Automate-based automated notification system. Our team configured several Power Automate workflows for automated email follow-ups to streamline communication with clients and financial advisors and speed up case progression. The workflow logic is based on product type, case status, timelines, and client response. Using this information, the system automatically:

  • Sends status-based follow-up reminders with action items if the client does not confirm document receipt or approval
  • Repeats reminders at defined intervals until the case progresses
  • Issues notifications to the client/financial advisor following the completion or cancellation of a case

Data migration & onboarding

To ensure smooth transition, Itransition’s team provided assistance for importing existing client and financial advisor contact data to the CRM. Our team also conducted several online user training sessions, covering system navigation, case management, sending/receiving emails within the CRM, and understanding automated workflows. We also prepared and shared a supporting guide summarizing and explaining key user flows and operational steps.

Reporting & analytics

Itransition’s team utilized the solution’s built-in reporting capabilities to configure an interactive dashboard that enables monitoring and analysis of the customer’s business process, visualizing the following key KPIs:

  • The number of products and product types by stage, helping the team balance their workload and identify potential bottlenecks
  • Active cases by owner, allowing managers to quickly identify team members with excessive or insufficient workload
  • Active cases by product, helping gauge client interest and engagement across different product categories
  • All cases by status (Active, Cancelled, Completed)
  • Average response duration from OPG and HMLR for a case
Case main form

Case main form

Dashboard

Dashboard

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The outcome

Itransition delivered a Microsoft Power Platform-based CRM for a legal organization consolidating the customer’s will management operations into a single system with centralized case data, streamlined communication, and automated reminders. Following the solution implementation, the customer achieved several improvements, including:

01

Accelerated case completion

02

Increased number of case resolutions

03

Reduction in manual workload and follow‑up time

04

Faster client response cycle