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June 06, 2006
UK Law Firm, Lewis Silkin LLP Selects InterAction CRM Solution to Centrally Leverage Firmwide Relationship Intelligence
LONDON, UK & OAK BROOK, Ill. --(Business Wire)-- June 6, 2006 -- InterAction Chosen for Its Ease of Use and Seamless Integration with Outlook and the Firm's Practice and Document Management Systems
LexisNexis Interface Software announced today that London-based law firm, Lewis Silkin LLP has selected InterAction(R) as the firm's client relationship management (CRM) solution. InterAction is a flexible and uniquely designed CRM platform that delivers firm-wide Relationship Intelligence quickly, efficiently and cost-effectively. Lewis Silkin LLP, which has 250 staff, is planning to integrate InterAction with Microsoft Outlook(R), Axxia's Arista practice management system, Hummingbird's DM5 document management system and other Microsoft Office(R) applications to provide lawyers and staff with one seamless environment for comprehensive access to all critical business information directly from their desktop environment.
"We have established a reputation for innovation, using information technology in integrated and creative ways to improve client service as well as our internal operations," said Jan Durant, Head of Information Technology for Lewis Silkin LLP. "We've never been a firm to take the lemming approach and simply buy what everyone else is buying. However, InterAction's sophisticated, industry specific functionality and integration characteristics make it superior to all other CRM offerings we reviewed."
Mark King, Head of Business Development and Marketing for Lewis Silkin LLP points out, "We recognize that the key to creating sustainable competitive advantage through InterAction will be leveraging it to the fullest, using it more strategically than our competitors."
Previous to InterAction, Lewis Silkin LLP had a simple contact management solution in place and managed relationships and new business development with a number of software applications and methods. Client communications and records, matter information, the new business pipeline and marketing databases were disparate and sometimes outdated or incomplete. InterAction will be leveraged to integrate rich information, providing everyone in the firm with a consolidated view of client and contact relationships. The platform will also reduce duplicated entries in the CRM database, with the power to reveal how that contact connects and relates to existing relationships, as well as those the firm would like to grow.
"Lewis Silkin has thrived by bringing a very personal focus to client relationships, but as we grow it becomes more challenging to stay coordinated and provide the high level of service our clients are accustomed to receiving," said King. "The need for a comprehensive CRM solution became clear over time as growing pains emerged."
Specific pain points included unacceptable frequency of conflicting or out-of-date data held about a subject, such as a client project or business contact. "Our nightmare was to drown in inefficiency or bad data, with any business development effort - strategic or tactical - becoming extremely tedious," said King. "It was becoming difficult for the lawyers from a client service standpoint as well. Something had to be done in good time. Now we will have an easy-to-use system offering direct benefits that everyone in the firm will draw on in their daily work."
As one specific example of a marketing challenge, list management for even small-scale marketing projects was cumbersome, leading to a failure to exploit the full value of different opportunities. For example, Lewis Silkin is very effective at placing thoughtful articles in key media outlets and these could be worked harder to drive sales by distribution to carefully targeted customers and prospects. "This type of marketing activity sometimes did not happen simply because of the time commitment needed to wrestle with current systems to execute a mailing. Combining clean, flexible data with the marketing features in InterAction greatly streamlines this process," explained King.
While growth may challenge client service, Lewis Silkin LLP's growth also translated into broader available resources and opportunities for new business development, both with existing clients and through new relationships forged as new clients and matters came in. "We have embarked on a mission to elevate business development and client care. We will not succeed without integrating all of the firm's growing resources to our advantage. InterAction will support those efforts through the quality data and Relationship Intelligence it provides, allowing us to tap our firm's potential with maximum efficiency."
InterAction will allow Lewis Silkin LLP to scale up business development efforts while contributing to more strategic and measurable outcomes and processes. Organic growth initiatives around cross-selling the firm's diverse skills between practices are planned. Activities, such as closely targeted and tracked prospect mailings, are expected to increase in frequency and effectiveness as the quality of the company's pooled knowledge and data improve dramatically.
"A law firm cannot achieve a full perspective on its clients and fully realise its business opportunities unless its lawyers, business services personnel and information systems are aligned with the CRM application," said John McDonnell, vice president and general manager of InterAction. "Lewis Silkin's highly strategic roll-out of InterAction with simultaneous updates to other systems is commendable and underscores InterAction's ability to integrate effectively with all relevant systems."
LexisNexis(R) InterAction, LexisNexis(R) Market Intelligence, LexisNexis(R) Martindale-Hubbell(R) and Mealey's comprise a growing portfolio of strategic client development products and services designed to help law firms grow their practices.
About LexisNexis and LexisNexis Interface Software
LexisNexis(R) (www.lexisnexis.com) is a leading provider of information and services solutions, including its flagship Web-based Lexis(R) and Nexis(R) research services, to a wide range of professionals in the legal, risk management, corporate, government, law enforcement, accounting and academic markets. A member of Reed Elsevier Group plc (NYSE:ENL)(NYSE:RUK) (www.reedelsevier.com), the company does business in 100 countries with 13,000 employees worldwide.
LexisNexis Interface Software is the leading provider of CRM solutions enabling professional services firms and similar relationship-based organizations to create the Relationship Intelligence they need to generate new business and enhance client service. Its flagship product, LexisNexis 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 our Web site at www.interfacesoftware.com.
(source: http://www.tmcnet.com/usubmit/-uk-law-firm-lewis-silk-llp-selects-interaction-/2006/06/06/1670299.htm)
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