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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
All technologies used
Power Platform
Engagement model
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.
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
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
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