LexisNexis

Midsize Law Firm, Much Shelist Freed Denenberg Ament & Rubenstein, Selects InterAction 5 to Support Strategic Growth and Client Service Initiatives

Firm moves away from legacy CRM application citing InterAction's advantages

OAK BROOK (IL), 18 August, 2003: Interface Software announced today that the Chicago-based law firm, Much Shelist Freed Denenberg Ament & Rubenstein, P.C. (Much Shelist), has selected InterAction 5, the market-leading professional services CRM solution, to support the firm's aggressive growth and client service initiative. The 90-lawyer middle market firm, which has a national business and litigation practice and a growing international practice, is implementing InterAction 5 to support its modernization plan, which includes an aggressive growth and client service initiative.

Much Shelist has spent the last two years upgrading all of its major systems as part of a strategy to broaden its marketing culture. "Our focus is on ensuring the most positive client experience," said Frank Moon, Much Shelist's Director of Marketing. "In order to accomplish that, we have to understand what we know about our clients. We view InterAction as the primary building block for our knowledge management system, integrating with all our other applications such as HR, accounting and more."

The firm had originally acquired a CRM system as part of a suite of applications offered by its time and billing vendor. However it soon became apparent that Much Shelist's strategic objectives were not being met by this package. For example, the firm's wealth and succession planning practice group developed a six-page list of custom fields that had to be incorporated into the CRM package in order to meet the group's needs. The firm, however, was unable to obtain the vendor support it needed to make these modifications, and therefore was not even able to ascertain if the customization was possible. "This underscored the vendor's lack of resources for responsive technical support of their CRM product, and their lack of CRM specialization," commented Moon.

Moreover, because of the package's closed architecture, Much Shelist did not have the option of hiring a business partner to make the modifications. "We initially acquired this product because of a desire for an integrated application suite," said Moon. "But instead of streamlining the process, it created bottlenecks."

Frustrated over the lack of progress, Much Shelist decided to abandon its legacy CRM package and implement InterAction 5. Moon cited InterAction's open architecture and strong integration capabilities as one key reason for making the switch, noting specifically its seamless integration with Outlook and the firm's time and billing system. "Many people will be using Outlook or the web view of our time and billing system without even knowing they're using InterAction," said Moon. "That lowers the barriers to users."

The significant resources Interface Software has invested in its services and support infrastructure also influenced the firm's selection of InterAction. "Interface Software is committed to customer support, user groups, active listening, and incorporating new innovations into the product, version after version," added Moon "Their CRM product is all about meeting end-user needs."

While InterAction can be more expensive than other CRM systems catering to the professional services sector, Moon's analysis revealed InterAction to be the cheaper long-term solution. "We had to consider the application's ability to handle current and future requirements," Moon said. "We needed an open-ended architecture to support evolving needs. In a profession that's all about risk management, InterAction is the low-risk choice. It's the industry standard - a smart decision."

"Much Shelist understands that a successful CRM implementation requires a strong product that uses the latest open standards, and a vendor with a demonstrated track-record for on-time product delivery, innovative enhancements and outstanding support," said Barry Solomon, Interface Software's executive vice president. "We are proud of their confidence in Interface Software and InterAction, and look forward to being an active partner in their success as they pursue their aggressive growth and client service objectives."

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. 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.

 
Take Action:

Request Information
Call +1.888.572.1400 for more info
E-mail this page
Add me to the Newsflash news distribution service
 

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.