One of the timeless CRM lessons for successful deployments is engaging a system that works how your team works. That is to say that it’s integrated into the natural workflow of the user which facilitates user-adoption. Research, such as the screenshot nearby, demonstrates, the biggest obstacle to successful CRM programs is user adoption.
The challenge then becomes, how can we improve user adoption? The LexisNexis® Interaction® CRM system integrates well with other systems including time and billing, HR, document management and through InterAction for Microsoft® Outlook® – it directly synchronizes with Outlook.
In a case study from the UK branch of Grant Thornton, Eleanor Quilter remarked that the workflow integration improved user adoption.
“Usage of the system has increased as using CRM isn’t a chore anymore – people don’t’ need to leave their Outlook accounts to update InterAction, making using InterAction feel like part of their day-to-day activity. It’s all about the integrity of the data, the more accurate, complete and up-to-date it is, the more value it offers, which in turn further enhances and encourages usage.”
Like accountants, most attorneys live in their email systems, so bring CRM into a system with which they are already familiar is practical – and path to improving user adoption. According to the ABA’s 2013 Law Technology Survey Report, 82 percent of all law firms use Microsoft Outlook for email and 79.8 percent said they also use it for calendaring. In addition, nearly 100 percent of survey respondents in firms ranging from 10 to 100 attorneys use email to manage legal tasks.
New CRM features just released
This week, the InterAction team has released its latest software update in 6.25 to build on those strengths. The new release augments existing capabilities which equips users and firms with better relationship-building tools from the desktop.
Major enhancements include:
- Contact-to-list capabilities. This allows users to create new contacts and directly add them to appropriate lists as part of a continuous workflow.
- Desktop display flexibility. This enables users to use desktop real estate effectively – by accessing features through the Ribbon menu at the top of the Outlook window or through the standard side pane.
- Refined search. This provides simpler and faster ways for users to:
- add multiple contacts to a single email as to:, cc: or bcc: recipients
- view employees associated with a company search
- display a contact’s mobile number along with the standard business phone
- Version 6.25 release notes (requires user account and log in)
- InterAction for Microsoft Outlook information sheet (PDF)
- Support and training page
- Resources including webinars, videos and case studies
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