How to Generate a Cross-Servicing Report

The ability to cross service is one of the greatest opportunities for a firm to increase revenue and profitability. As referenced by Heidi Gardner in Smarter Collaboration, the increase in services provided to a client doesn’t just lead to a linear rise in revenue (e.g., three times more practice groups working with a client should lead to three times more revenue); it most often increases revenue exponentially.  In fact, three additional groups working for a client can lead to a revenue increase of six to seven times.

Cross servicing also works to retain clients, as the number of Partners known to a client has been shown to directly impact the 'stickiness' of a client. 

The purpose of this Cross Servicing report is to provide a list of Companies that are known to one particular practice area (let's use Corporate & Commercial as the example) but have had no contact with the firm in another closely related area (e.g. Employment / HR).

In this scenario, we can assume that companies engaged with the Commercial team likely have Employment needs as well. For this reason, we will run a report to identify such Companies, the key contacts within those organizations, and who at our firm already has relationships with those individuals.

Armed with this information, we can facilitate introductions, extend invitations, develop target lists, or simply start to make these companies aware of how the firm can assist in additional ways.

  

 ​

​

🚀 Launch Client Sense

1. Click on Reports

2. Click on Cross-Servicing

3. First, Choose a Department with Contact

In our example, we will choose Commercial, because I would like to understand which Companies our Commercial Team knows.

4. Second, Choose a Department without Contact

I will choose Employment for the Department without Contact. This is because I am trying to understand which Companies the Commercial team has had contact with, that the Employment team has not.

5. Click on Export Results

6. Resulting Report

You can find the resulting Excel file in your Downloads.

This will provide for you a list of all Companies that have had contact with the Commercial team yet have not had contact with the Employment team, in the timeframe specified in your report (which you can alter).

7. Top Employees

The Report lists information such as the Company Name, along with a list of the 'Top 5 Employees'. The Top Employees is an ordered list (from most communication as Top Employee 1 down to Top Employee 5) of people within the firm that might be in a position to facilitate an introduction or provide more context to our Employment team.

8. Top Contacts

The Top Contacts is a list of Individuals from each of the Companies listed, according to the amount of communication they have had with the firm. In this case, we have a list of the Top 5 Contacts, their name, email and title, so that we can decide who we might be best to contact about potential Employment needs.

 

---

Interactive Guide