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Tier One Law Firm Selects Interface Software's CRM Solution to Facilitate Firm's New Growth Strategy

CRM package to provide Relationship Intelligence infrastructure for new business development, major cross-selling initiative and improved customer service

OAK BROOK (IL) and PHILADELPHIA (PA) 26 August, 2002: Interface Software today announced that Duane Morris, a 500-lawyer, $200 million law firm based in Philadelphia, has licensed InterAction®, the leading client relationship management (CRM) solution for professional services organizations. The Relationship Intelligence InterAction delivers will play a critical role in supporting the firm's growth objectives. Relationship Intelligence is a firm-wide asset that reveals the unique and complex connections between people, companies, relationships, experience and expertise, empowering professionals to leverage who and what they know to uncover new revenue opportunities, differentiate themselves from the competition and enhance client service.

"In order to succeed in our growth objectives, we needed to ensure that we had the proper infrastructure in place to support our lawyers and marketing team in their business development and cross selling initiatives," said John Sroka, Duane Morris' Chief Technology Officer. "After considering vendors offering CRM solutions in our market, we found InterAction to be the obvious choice. The system provides the specific functionality we need, and Interface Software clearly possessed the broadest industry knowledge and best-practices to help ensure our success with it. This, along with the company's large customer base, was a critical differentiator."

Before Duane Morris' acquisition of InterAction, lawyer expertise, client contact and relationship information resided in numerous repositories including a homegrown marketing database, case systems, spreadsheets and personal information managers. This made it difficult for professionals to quickly ascertain if internal expertise or external business relationships existed that could help win new clients or cross-selling opportunities. "Lawyers had no way to look beyond their own contacts or practice area to gain insight into the firm's relationships or expertise," said Ed Schechter, Duane Morris' Chief Marketing Officer.

For instance, when attorneys wanted to determine if relationships existed within the firm, they'd have to send out firm-wide broadcast e-mails to up to a thousand people. "Sometimes we'd get responses, but generally lawyers didn't have time to reply," recalled Schechter.

Marketing communications also suffered from the firm's lack of a centralized Relationship Intelligence repository. When the firm would issue time-sensitive advisories to clients, there was no way to quickly assemble the list of recipients. Lists had to be printed out manually and distributed to the lawyers, who would then have to flip through as many as one hundred pages of contacts and check off who should receive the communication. "It was very inefficient," Schechter said.

Duane Morris has innovated a comprehensive go to market strategy to support its ambitious growth goals. To ensure the success of this strategy, the firm has also instituted change management processes to help lawyers, the marketing team and staff assess market opportunities, develop strategy, secure support from the IT infrastructure and communicate awareness of the opportunity. "InterAction is a critical component to this strategy," said Schechter. "It is supported within the firm from the top down. It provides a platform that enables lawyers to access their Relationship Intelligence simply, painlessly and with minimal effort."

Duane Morris underwent a rigorous due diligence process in searching for a new CRM solution," said Rick Klau, Interface Software's vice president of vertical markets. "Our dominant market presence and experience in delivering innovative, quality solutions, support and service were instrumental. We are delighted that they chose InterAction and are confident they will enjoy a substantial return on investment from the system."

About Interface Software
Interface Software is the leading provider of CRM solutions enabling professional services firms to create the Relationship Intelligence they need to generate new business and enhance client service. Its flagship product, InterAction, is a flexible and uniquely designed platform that delivers this Relationship Intelligence throughout the organization, quickly, efficiently and cost-effectively. Relationship Intelligence is a firm-wide asset that reveals the unique and complex connections between people, companies, relationships, experience and expertise, empowering professionals to leverage who and what they know to uncover new revenue opportunities, differentiate themselves from the competition and enhance client service. InterAction is internet-enabled, allowing professionals to view information however they choose—through knowledge management platforms, corporate portals, intranets, extranets and wireless devices. For more information please visit Interface Software's website at www.interaction.com.

About Duane Morris
Duane Morris LLP, among the 100 largest law firms in the United States, is a full-service firm of approximately 500 lawyers. In addition, Duane Morris has approximately 35 professionals engaged in its non-legal service businesses. The firm represents major companies throughout the United States and Europe. Its offices include: New York; London; Chicago; Houston; Philadelphia; San Francisco; Boston; Washington, D.C.; Atlanta; Miami; Newark, NJ; Wilmington, DE; Harrisburg, PA; Princeton, NJ; Palm Beach, FL; and Westchester, NY. For more information, visit the firm's Web site at: www.duanemorris.com

 
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InterAction is a registered trademark of Interface Software, Inc. All other product names mentioned are trademarks or registered trademarks of their respective owners.