SaaS & Product Companies · Matters Management on Dynamics 365: One CRM for Every Legal Team
Matters Management on Dynamics 365: One CRM for Every Legal Team
Centralizing legal-matter intake and routing across dozens of legal teams on a single platform
The Client · One of the world's largest technology companies
Overview
The client engaged Taller to build a shared matters-management system for its global legal, compliance, and corporate-governance organization, a function serving tens of thousands of internal employees across many business units.
The Problem
Each legal team handled intake and resolution in its own way, with no shared system for managing matters. Any shared platform had to reconcile the distinct requirements and processes of every legal team it touched, and no team's workflow was a template for another's.
The Solution
Taller developed and customized a Matters Management solution on Dynamics 365 Customer Service, tailored to each legal team's requirements while remaining one platform. The system synchronized emails from dedicated mailboxes through Dynamics 365 server-side synchronization, used AI to categorize each email against predefined categories, and generated a matter for the appropriate legal team based on that category. The engineering spanned C#/.NET plugins, JavaScript web resources, and Power Automate cloud flows; categorization requests traveled through Azure Service Bus behind API Management; and everything shipped as Dynamics 365 managed solutions through Azure DevOps pipelines. Taller fielded two teams on the program, each with a Dynamics 365 lead and seven engineers, working in two-week sprints.
The Impact
The solution turned unstructured email intake into categorized, routed, resolvable matters on a single platform, serving every legal team on the program. Where each team once worked its own way, intake now flows through one consistent process.
