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Eversheds Selects Interface Software's InterAction 5 to Support Consolidation and Client Service Strategy

Firm addresses people, processes and cultural issues first, then critical Relationship Intelligence technology, to help ensure CRM success

OAK BROOK (IL) & LONDON (UK), 18 August, 2003: Interface Software announced today that the international law firm, Eversheds, has selected InterAction 5, the leading client relationship management (CRM) solution for professional services, to provide a Relationship Intelligence infrastructure to support the firm's massive client service and consolidation strategy. With over 4000 lawyers and offices throughout Europe and Asia, Eversheds is one of the largest law firms in the world.

The decision to invest in InterAction 5 comes as part of a major strategic drive to put clients at the heart of Eversheds' business processes and to consolidate its client knowledge management approach across the entire firm. To build upon Eversheds' established brand values the firm undertook a CRM strategy that first focused on people, processes and behavior, and then on the IT systems to support the firm. "An enormous amount of time and energy is invested in imbedding our client management programme into the firm's culture and business processes," said Richard Oakes, Eversheds' Director of Marketing and Business Development.

The programme consists of three planks. The first delineates the firm's clients, the key relationship holders and the responsible teams for servicing those clients. The second plank, dubbed OSFO for "one size fits one," is a detailed plan for servicing the client at the local office level, which includes a toolkit to help client service teams formulate strategies to understand the client's business, growth strategy and challenges. The third plank includes an independent audit program that measures the success of the firm's CRM strategy, as indicated by a "client commitment index."

With a strategy in place to address the people, processes and cultural issues, Eversheds then turned its attention to its CRM system requirements. "We looked at three strategic options - invest in a CRM giant such as Siebel, develop our own programme in house, or look at the specialised CRM applications developed for professional services firms," recalled Eversheds' IT director, Peter Owen. Given the requirements of the legal profession and budget consideration, the firm decided that Siebel would not be appropriate. Not wanting to incur the significant time and expense of developing and maintaining a system in-house, the firm decided that a CRM solution tailored for the professional services industry was the preferred option.

Eversheds, which uses Elite Information System's practice management software, decided to investigate Elite's Apex CRM system. "It wasn't as integrated with the practice management software as we expected it to be," recalled Owen. "Given this, we looked more closely at InterAction 5."

InterAction 5 not only offered equivalent integration with the Elite system, but also richer functionality and a more sophisticated architecture that better fits within the firm's overall IT direction. "InterAction 5 would allow us to deliver elements of the Web-based system to our fee earners via our intranet without any software elements on the PC," said Owen.

"We are exposing the most important data elements of InterAction first," explained Owen. "Once we achieve buy in, we can expose further elements. This will allow us to achieve a "no-training" introduction to the system."

Another decisive factor in Eversheds' selection process was InterAction 5's innovative data quality and data change management functionality, which helps reduce the cost and time associated with maintaining an accurate and up-to-date CRM database. "Like kids' clothes, you know that clean data is going to get dirty again," said Owen. "So, the data quality tools within InterAction are critical to help us keep it clean."

Finally, Interface Software's leading position in the CRM industry provided Eversheds with added confidence in selecting the system. "InterAction 5 is the company's primary product, and their people are passionate about it," said Owen. "This fuels their commitment to research and development and driving the product forward. It's a safe bet."

"Eversheds understand that CRM is not just a technology, but a business strategy," said Fraser Herrick, Interface Software's UK managing director. "By carefully focusing on the people, process and cultural issues surrounding their client strategy, and supporting these activities with superior CRM technology, they are positioned to reap substantial efficiency and revenue gains."

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 organisation, 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. Interface Software has received numerous accolades, including the Inc 500, the Deloitte & Touche Technology Fast 50 for Greater Chicagoland, the Deloitte & Touche Technology Fast 500 and the Upside Hot 100. For more information please visit Interface Software's website at www.interaction.com.

About Eversheds
Eversheds LLP has over 2,000 legal and business advisers providing services to the private and public sector business and finance community. Access to all these services is provided through our network of international offices. Eversheds combines local market knowledge and access with the specialisms, resources and international capability of one of the world's largest law firms. www.eversheds.com

 
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InterAction, Watch List, Who Knows Whom and Relationship Map are trademarks of Interface Software, Inc. and may be registered in certain jurisdictions. All other product and company names mentioned are the property of their respective owners and are mentioned for identification purposes only.