Connections Legal Management (CLM) were grappling with unreliable IT systems that couldn’t keep up with their growing business. With ctm’s support, they transitioned seamlessly to a cloud-based IT setup that transformed their operations, improving efficiency, enabling hybrid work, and strengthening security. ctm’s scalable and friendly support has empowered CLM to grow with confidence.
“Our partnership with ctm has been 100% successful. As a Director, I have a million things to worry about — and IT isn’t one of them any more.” Laura Wilson, Director
Before partnering with ctm, CLM’s IT systems were outdated and unreliable, leading to frustrations across the business. CLM Director Laura Wilson explains:
"We handle large amounts of data, and things were going awry because documents and emails weren’t being archived as expected. It was a nightmare — each day, we didn’t know if vital correspondence for delivering client projects would be available on our system.” Laura Wilson, Director
This uncertainty led to inefficiencies in storing and managing data. Staff often saved templates on their own desktops, resulting in multiple versions and inconsistent messaging to clients. Meanwhile, remote working was hampered by a cumbersome VPN system.
Despite ongoing feedback, CLM’s previous IT provider repeatedly failed to address the issues. “They kept trying to make a square peg fit a round hole, just putting plasters over problems,” Laura recalls.
The tipping point came when CLM’s CRM developers recommended ctm to overhaul their IT systems and resolve the growing issues. “We were going through a big growth period and needed certainty around our systems, costs, and delivery. Talking to ctm made us realise what was possible."
In 2020, CLM switched to ctm, a smooth process despite taking place during the height of the COVID-19 pandemic. ctm migrated CLM’s systems to the cloud, retired the old server and VPN, and integrated their email system with the CRM.
"Switching our servers from our old IT provider to ctm was seamless. ctm planned it so well there wasn’t any effect on our day-to-day operations.” Laura Wilson, Director
The streamlined, cloud-based setup provided immediate efficiency gains and reduced business risks. “The email-CRM integration alone meant a massive drop in our manual project administration,” Laura says. The CLM team were able to shift to remote working during lockdowns with minimal disruption.
One of the most significant benefits of switching to ctm has been the ability to embrace hybrid working. This, in turn, paved the way for further innovations, including CLM’s transition to a four-day work week in 2022.
“ctm’s support enabled us to embrace fully hybrid working long-term, and that laid a strong foundation for our move to a four-day work week,” explains Victoria Magnall, CLM’s Office Manager.
This hybrid work capability has also allowed CLM to retain team members who relocate but want to stay with the business, offering them the flexibility to work from any location.
Beyond technical competence, what stands out to both Laura and Victoria is ctm’s approachable, effective service. ctm’s team is consistently fast and friendly, instilling confidence in CLM that any IT issues will be swiftly resolved.
“The ctm team are quick, effective, and friendly. You always feel like you're in capable hands — whatever the problem, they’ve seen it before and know how to handle it.” Victoria Magnall, Office Manager
Laura adds, “If you email the support team about a problem, somebody responds within minutes, and they’ll do all they can to help you. And at a senior level, Rupert, ctm’s Managing Director, is always available if I need his input.”
For Laura, the peace of mind ctm provides is invaluable. “As a Director, I have a million things to worry about — and IT isn’t one of them anymore. ctm gives us a security blanket that our IT is being managed efficiently and securely.”
As CLM’s team doubled in size over the past two years, ctm’s scalable IT services were essential. From smooth onboarding to ensuring robust system security, ctm has been instrumental in enabling CLM’s expansion.
“Partnering with ctm has been key to our growth, as their support helps us retain staff and maintain strong client relationships. Downtime is rare, and even during issues we can usually keep working. Although tough to quantify, the return on investment is undeniable.” Laura Wilson, Director
Victoria highlights how ctm’s supportive and efficient approach during onboarding positively shapes new starters’ experiences. “The service providers we use reflect our values as a business, and ctm’s warm, friendly, and helpful approach aligns perfectly with who we are,” she says.
Reliable IT support also plays a key role in staff retention. “One of the most frustrating things in any job is when your equipment doesn’t work. With ctm’s support, everything runs smoothly, and that plays a massive part in staff satisfaction,” Victoria adds.
As CLM continues to evolve, their partnership with ctm is more important than ever. With plans to automate more processes, increase headcount, and further expand hybrid working, they trust ctm to provide the support they need to scale successfully.
“Whatever growth plans we bring, ctm is always ready to take us to the next level. We never have to limit our thinking because we know they’ll find a solution.” Victoria Magnall, Office Manager
By choosing ctm as their IT partner, CLM have not only improved operations but also embraced flexible work arrangements and sustained long-term growth. With a reliable, secure, and scalable IT infrastructure, they are confident they can continue to innovate and expand in the future.
