Salesforce CRM and Legal Operations Modernization for McCarthy Tétrault

McCarthy Tétrault required a Salesforce platform capable of supporting sophisticated client relationship management, business development, legal-industry workflows, partner planning, marketing, reporting, approvals, integrations, and long-term operational change.

WebSolo supported the firm through a long-term Salesforce engagement documented from approximately 2013 through 2026. The work included CRM data migration, custom Apex and Lightning development, business development automation, client and partner planning, annual submission processes, document generation, marketing and event tools, approval workflows, system integrations, bilingual functionality, security improvements, and ongoing production support.

Success Story

Salesforce CRM and Legal Operations Modernization

Long-term Salesforce consulting, custom development, business development automation, integrations, document generation, marketing tools, approvals, and production support.

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Client Profile

Business Challenge

McCarthy Tétrault used Salesforce as an important platform for managing client relationships, business development, opportunities, targets, partner plans, submissions, marketing activity, events, approvals, referrals, reporting, and other firm-wide processes.

As the firm’s Salesforce environment evolved, standard CRM functionality was not enough to support all of its legal-industry requirements. The platform needed to connect relationship intelligence, planning, marketing, pricing, approvals, content publishing, analytics, and external systems while remaining secure, bilingual, maintainable, and responsive to changing business needs.

• Migrate and clean legacy CRM data while preserving important client and relationship information.
• Improve visibility into relationships between lawyers, clients, contacts, targets, and opportunities.
• Support structured client, partner, industry, market, and business development planning.
• Automate annual submissions, partner feedback, allocations, prebriefs, and debriefs.
• Create custom Word and PDF documents from Salesforce data.
• Support pricing, expense, trip, and other approval workflows.
• Integrate Salesforce with relationship intelligence, referral, marketing, content, and event platforms.
• Modernize the user experience for Salesforce Lightning Experience.
• Support English and French business processes and documents.
• Replace legacy automation and prepare the platform for Salesforce release and API changes.
• Provide dependable production support for a continuously evolving enterprise Salesforce environment.

Key Requirements

• Support migration from legacy InterAction CRM data into Salesforce.
• Manage Accounts, Contacts, lawyers, relationships, referrals, opportunities, targets, proposals, and business development activity.
• Create custom Who Knows Who and relationship intelligence functionality.
• Support Opportunity Teams, coordinating lawyers, industry groups, market groups, and related business development roles.
• Create partner, client, industry, yearly, and business development planning processes.
• Automate annual submissions, allocation submissions, prebriefs, debriefs, and feedback documents.
• Generate branded Word and PDF documents from Salesforce data.
• Create dashboards, client snapshots, account reports, business development snapshots, and scheduled communications.
• Build configurable client and partner scoring tools.
• Support approval processes for pricing, expenses, trips, and related operational requests.
• Integrate Salesforce with Introhive, Intapp, Pardot, Vuture, Kontent.ai, Titan, Mailchimp, and other business platforms.
• Build reusable Lightning Web Components, Apex services, triggers, scheduled jobs, and metadata-driven tools.
• Support SSO, sharing, security, permissions, bilingual content, sandbox testing, and production deployment.

Delivered Solution

CRM Foundation and Legacy Data Migration

WebSolo supported the migration and modernization of legacy CRM information, including work associated with moving InterAction data into Salesforce.

The migration and cleanup work covered client and contact records, duplicate handling, relationship information, referral data, parent accounts, identifiers, field mapping, and the preservation of data required by business development and client relationship teams.

• Account and Contact migration support.
• Duplicate detection and cleanup.
• Legacy identifier and timekeeper data handling.
• Parent Account and organization relationship mapping.
• Referral and relationship data migration.
• Post-migration data validation and correction.

Client Relationship Intelligence and Who Knows Who

Relationship intelligence was a central part of the Salesforce environment. WebSolo developed and enhanced custom functionality to help users understand relationships between lawyers, contacts, clients, and organizations.

The custom Who Knows Who solution used Salesforce data structures and automation to maintain relationship records in both directions and make relationship information more useful for business development teams.

• Custom relationship object and related Salesforce logic.
• Automatic creation and maintenance of reverse relationship records.
• Follow and unfollow functionality for Accounts and Contacts.
• Mass-follow functionality for selected records.
• Homepage and Lightning components showing followed Accounts and Contacts.
• Reports showing followers, relationships, and related activity.

Opportunity, Target, Proposal, and Business Development Management

WebSolo supported extensive Opportunity and Target enhancements designed around professional-services business development.

The work included field and layout changes, Opportunity Teams, custom team roles, target-to-opportunity conversion, proposal tracking, coordinating-lawyer functionality, alerts, reminders, industry classifications, and automation across related records.

• Opportunity redesign and custom field configuration.
• Opportunity Team creation and role management.
• Target and Opportunity automation.
• Custom Target-to-Opportunity creation functionality.
• Proposal and business development tracking.
• Coordinating Lawyer migration from Contact references to Salesforce User references.
• Industry, market, and business group alignment.
• Alerts, reminders, validation, and related automation.

Client, Partner, Industry, and Business Development Planning

WebSolo helped create a structured Salesforce planning model for different types of business development and firm planning.

The solution included Client Plans, Partner Plans, Industry Plans, Yearly Plans, Equity Partner Plans, and related planning records. Planning documents and reports could be produced from Salesforce data to support review and decision-making.

• Client and Partner planning processes.
• Industry and market planning.
• Yearly planning records.
• Equity Partner Plan templates.
• Planning data model and security review.
• Automated plan document generation.
• Bulk plan generation and downloadable document packages.

Annual Submissions, Allocations, Prebriefs, and Debriefs

WebSolo supported annual processes used for partner submissions, associate submissions, allocations, prebriefs, debriefs, partner feedback, and business development reviews.

These solutions evolved over multiple years and included record types, annual-field updates, document generation, prior-year data preservation, filtering, mass generation, feedback aggregation, bilingual output, and production support.

• Associate Annual Submissions.
• Equity Partner Allocation Submissions.
• Partner feedback and review documents.
• Prebrief and Debrief processes.
• Post-event Debrief reporting.
• Annual field and template updates.
• Mass Word and PDF generation.
• Prior-year submission preservation.
• English and French document support.

Custom Documents, Reports, and Business Development Snapshots

WebSolo created and enhanced custom document-generation tools that transformed Salesforce records into structured Word and PDF outputs.

The work included client reports, account reports, contact reports, annual submission documents, plan documents, prebriefs, debriefs, feedback documents, snapshots, and bulk-generation processes.

• Client and Account Snapshot reports.
• Account Taxi Cab Report.
• Contact and Account PDF reports.
• Annual submission and allocation documents.
• Client, lawyer, and monthly Business Development Snapshots.
• Scheduled document and email delivery.
• Bulk PDF generation and ZIP downloads.
• French translations and bilingual templates.

Client Health Score and Partner Score

WebSolo implemented configurable scoring solutions to help business users assess client and partner information in a consistent way.

The Client Health Score solution used Custom Metadata, formulas, Apex Batch processing, and scheduled automation. A related Partner Score solution expanded the scoring model to additional business scenarios.

• Configurable scoring criteria using Salesforce Custom Metadata.
• Formula-driven score calculations.
• Apex Batch processing.
• Weekly scheduled score updates.
• Client Health Score reporting.
• Partner Score functionality.

Pricing, Expense, Trip, and Approval Workflows

WebSolo supported several operational approval processes inside Salesforce, including pricing, expense, and trip-related workflows.

The AFA Manager solution supported pricing approval processes, notifications, routing, reminders, escalations, and Salesforce mobile approvals. A consolidated Expense Approval process was also created to modernize older expense and trip processes.

• AFA Manager pricing approval workflow.
• Custom approval routing and notifications.
• Scheduled reminders and escalations.
• Salesforce mobile approval support.
• Expense Approval process.
• Trip Request and Trip Approval automation.
• Approval testing and deployment support.

Marketing Automation and Event Management

WebSolo supported Salesforce-connected marketing, communication, and event processes involving Pardot, Vuture, Titan, Mailchimp, Salesforce Campaigns, landing pages, and Experience Cloud.

The work included email preference management, RSVP forms, multi-session registration, marketing templates, campaign analytics, accreditation processes, external activity tracking, and platform migration support.

• Custom Pardot Email Preference Center.
• Pardot External Activity integration.
• Titan RSVP and event-registration forms.
• Experience Cloud RSVP proof of concept.
• Multi-session event registration.
• Campaign and Campaign Member automation.
• CPD Accreditation automation.
• Mailchimp-to-Pardot migration support.
• Vuture integration and automation support.
• Reusable e-marketing templates and new visual identity updates.

MT Experience and Kontent.ai Integration

WebSolo supported the MT Experience application and its integration with external content-management functionality.

The work included Salesforce field and record-type enhancements, search behavior, bilingual publishing, Kontent.ai integration, validation, data synchronization, publishing logic, and troubleshooting of failed publication scenarios.

• MT Experience Salesforce application enhancements.
• Kontent.ai integration support.
• Custom fields and record types.
• English and French publishing support.
• Search and filtering improvements.
• Publication validation and failure troubleshooting.
• Awards and content-management functionality.

Enterprise Integrations and API Support

WebSolo supported Salesforce integrations with several external systems used for relationship intelligence, referrals, marketing, content, analytics, and professional-services operations.

The work included API assessment, field mapping, custom Apex integration logic, data synchronization, troubleshooting, rate-limit analysis, and preparation for changes in Salesforce API behavior.

• Introhive relationship intelligence integration.
• Introhive API usage and rate-limit review.
• Intapp referral and client-code integration.
• Intapp Matter Financial record support.
• Pardot and marketing integration.
• Kontent.ai content integration.
• Vuture synchronization support.
• Titan form integration.
• Mailchimp migration support.
• Salesforce API and SOAP retirement preparation.

Lightning Experience and Reusable Custom Components

WebSolo helped modernize the Salesforce user experience as the firm expanded its use of Lightning Experience.

The work included custom Lightning components, Lightning Web Components, global actions, home-page tools, custom Chatter functionality, inline actions, configurable components, and reusable frameworks supported by Apex and Custom Metadata.

• Lightning Experience modernization.
• Custom Lightning Web Components.
• Custom global actions.
• Followed Accounts and Contacts components.
• Private Chatter and group-feed functionality.
• Custom industry, practice, and market-group feeds.
• Metadata-driven Inline Actions framework.
• Automated tests and reusable Apex services.
• Copy Contact details to clipboard functionality.

Security, Sharing, SSO, and Bilingual Support

WebSolo supported Salesforce security and user-access initiatives, including sharing proofs of concept, private-record models, permissions, SSO testing, and bilingual business requirements.

• Salesforce sharing and security proofs of concept.
• Private-record and Chatter access considerations.
• Role and permission updates.
• SSO pilot test support.
• Custom picklist translation services.
• English and French labels, documents, forms, and communications.
• Sandbox and production access reviews.

Automation Modernization and Governor-Limit Management

As Salesforce automation increased, WebSolo helped modernize older workflows and address scalability issues caused by frequent updates from connected systems.

This included migrating Workflow Rules and Process Builder automations to Salesforce Flow and replacing selected Flow logic with Apex when high-volume integration activity required more controlled processing.

• Workflow Rule migration.
• Process Builder migration.
• Salesforce Flow implementation.
• Apex trigger development for high-volume automation.
• Governor-limit troubleshooting.
• Automation consolidation and cleanup.
• Scheduled and batch-processing improvements.

Long-Term Salesforce Support and Platform Maintenance

WebSolo provided ongoing support across development, testing, deployment, troubleshooting, releases, integrations, automation, data management, and platform changes.

The long-term engagement allowed McCarthy Tétrault to continue evolving Salesforce as business processes, technologies, security requirements, marketing platforms, and Salesforce releases changed.

• Requirements analysis and solution design.
• Development estimates and implementation planning.
• Sandbox development and testing.
• User acceptance testing support.
• Production deployment and validation.
• Post-deployment troubleshooting.
• Sandbox refresh support.
• MFA, domain, API, and Salesforce release readiness.
• Duplicate management, storage optimization, and data cleanup.
• Ongoing production support through 2026.

Project Timeline

Results and Benefits

The engagement helped McCarthy Tétrault continuously evolve Salesforce into a broader platform for client relationship management, business development, marketing, planning, approvals, integrations, analytics, and legal operations.

• Consolidated legacy CRM and relationship data into Salesforce.
• Improved visibility into relationships between lawyers, clients, contacts, targets, and opportunities.
• Created structured client, partner, industry, and business development planning processes.
• Reduced manual work through automated submissions, approvals, reminders, escalations, and document generation.
• Improved business development reporting through client, lawyer, account, and monthly snapshots.
• Enabled configurable client and partner scoring.
• Connected Salesforce with relationship, referral, marketing, content, event, and analytics platforms.
• Supported bilingual English and French business processes.
• Modernized Salesforce with Lightning Web Components, Flow, Apex, and metadata-driven frameworks.
• Improved platform scalability by replacing selected high-volume automation with more controlled Apex processing.
• Supported Salesforce security, SSO, permissions, API changes, and release readiness.
• Provided continuity across more than a decade of Salesforce enhancement and production support.

Platform and Technologies

• Salesforce CRM
• Salesforce Lightning Experience
• Lightning Web Components
• Aura components
• Apex classes and triggers
• Visualforce
• Salesforce Flow
• Batch Apex and Scheduled Apex
• Salesforce Custom Metadata
• Salesforce Reports and Dashboards
• Salesforce Experience Cloud
• Salesforce Campaigns and Campaign Members
• Pardot / Marketing Cloud Account Engagement
• Salesforce CMS
• Salesforce approval processes
• Custom Word and PDF generation
• English and French translations
• SSO and Salesforce security
• Introhive
• Intapp
• Kontent.ai
• Vuture
• Titan
• Mailchimp
• API integrations and data synchronization
• Sandbox testing and production deployment

WebSolo Services Provided

• Salesforce Consulting
• Salesforce Implementation and Enhancements
• Custom Salesforce Development
• Salesforce Integration and Data Migration
• Lightning Development
• Salesforce Support and Training

Frequently Asked Questions

What type of Salesforce work did WebSolo perform for McCarthy Tétrault?

WebSolo supported CRM migration, Salesforce architecture, custom development, Lightning modernization, business development automation, client and partner planning, annual submissions, document generation, approval workflows, marketing automation, integrations, bilingual functionality, security, deployment, and long-term production support.

Was this a single Salesforce implementation project?

No. This was a long-term Salesforce enhancement and support engagement involving many connected projects and business processes over more than a decade.

What business development functionality was created?

The work included relationship intelligence, Who Knows Who, Opportunities, Targets, Proposals, Opportunity Teams, Client Plans, Partner Plans, Business Development Snapshots, Client Health Scores, Partner Scores, annual submissions, prebriefs, debriefs, and custom reports.

Did WebSolo help with external Salesforce integrations?

Yes. WebSolo supported integrations and data synchronization involving Introhive, Intapp, Pardot, Kontent.ai, Vuture, Titan, Mailchimp, and other systems used for relationships, referrals, marketing, events, content, and analytics.

Did the work include Salesforce Lightning development?

Yes. WebSolo created and enhanced Lightning components, Lightning Web Components, global actions, homepage tools, custom feeds, inline actions, and metadata-driven Salesforce user-interface functionality.

Did WebSolo support bilingual requirements?

Yes. The engagement included English and French labels, picklist translations, reports, forms, documents, marketing communications, and publishing processes.

Did WebSolo support Salesforce approvals?

Yes. WebSolo supported pricing, AFA Manager, expense, trip, and other approval processes, including routing, notifications, reminders, escalations, testing, and mobile approvals.

Can WebSolo support similar Salesforce projects for professional-services firms?

Yes. WebSolo can help legal and professional-services firms modernize Salesforce CRM, migrate legacy data, automate business development, integrate external systems, generate custom documents, improve approvals, and provide long-term platform support.