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Scaling Support Across a Global Legal Network
How a leading law firm built a structured Dynamics 365 Managed Services model to support 17 offices, improve governance, and create a foundation for long-term platform success.
Legal firms are under increasing pressure to deliver consistent service across offices, practice areas, and geographies while managing complex operational and technology environments. As firms modernize, business platforms like Microsoft Dynamics 365 become central to collaboration, visibility, and client service. Sustaining those platforms at scale requires more than reactive support; it requires governance, process maturity, and a partner who understands how to keep critical systems moving forward.
Overview
Following a major business transformation and deployment of Microsoft Dynamics 365 Customer Engagement, a leading global law firm needed a structured approach to support users, govern change, and ensure long-term platform success across 17 international offices. The firm was operating in a complex environment spanning North America, Europe, and Asia and required a support model capable of sustaining continued growth and adoption.
The Challenge
The firm faced an unusual transition scenario in which Managed Services support began months after the original project delivery had concluded. This created challenges around documentation, governance, support expectations, and operational readiness. Teams needed a consistent support experience while ensuring continuity for business-critical processes.
The Solution
HSO established a structured transition framework that included knowledge transfer, readiness assessments, governance alignment, runbook development, shadowing exercises, and operational planning. The engagement created a clear foundation for ongoing support while aligning business stakeholders, support teams, and technology processes.
Business Impact
Seamless transition into a fully operational Managed Services model
Improved stakeholder alignment and governance
Greater operational consistency across global offices
Enhanced confidence in Dynamics 365 support and administration
Foundation established for long-term platform evolution and business growth
Looking Ahead
At HSO, managed services is about more than support: it’s about partnership. We continue to work closely with our clients to ensure their solutions remain aligned with business goals, providing ongoing expertise, recommendations, and support as their organizations grow. Whether it’s adopting new capabilities, improving processes, or preparing for future transformation initiatives, HSO remains a trusted advisor every step of the way.