1. Evaluation Critera Integration with other programs was a crucial requirement – without integration, we wouldnt have bought the product. Not necessary for Interface to make everything work together seamlessly – Goal was to make every integration piece a one- step process – Third party(ies) enabling integration pieces to work OK

2. Evaluation Criteria, contd Matters Module – Our marketing and IT departments worked with Interface tech support to make this module do what we wanted – Bullivant was the first to use this module, so Interface was very flexible with our requirements User guinea pigs – Consisted of attorney-secretary pairings and users from the same practice group – Their input was essential in letting Interface know what still needed to be tweaked

3. Why Were the Librarians Not Involved? Our marketing department provided the impetus behind adopting our CRM system – Relationship between Marketing and Library Marketing personnel recognizes Librarys value; however, Marketing manager was unaware of what the Library had to offer – Library staff was never consulted when CRM system was being investigated Once our CRM system was in place, the Chief Marketing Officer asked firm management for a job position of CRM Specialist – This person performs many of the research duties that a librarian would ordinarily perform – Library is occasionally asked to help CRM Specialist with additional research

4. Other Important Roles in CRM Applications Specialist (IT Department) Applications Administrator (IT Department) CRM Specialist (Marketing Department) IT Department in General (Help Desk

5. Other Roles, contd Applications Specialist Wrote SQL statements for CRM integration function: – SQL statements populate the Application Collaborator (AC) harvest tables with data from Elite – AC uses the data in the harvest tables to update the Interaction database – SQL statements run every night to fill the harvest tables and once completed, the AC uses the data in the harvest tables to update Interaction. Built dedicated CRM server Monitored and repaired any issues with AC After advent of Applications Administrator position, now has lesser role re: CRM Applications Administrator New position created after CRM system implemented Responsible for: – Data cleanup – Upgrades and patches – Monitoring and fixing errors in the Application Collaborator – Maintaining database integrity, structure and security – Working with CRM Specialist to find and resolve data errors

6. Other Roles, contd CRM Specialist Responsible for making sure that all information in CRM matches that in Elite Researches CRM for attorneys (runs reports on specific information for matters or clients) – competitive intelligence Tweaks CRM display according to user requests or attorney feedback IT Department / Help Desk – Liaison between Marketing Department and outside consultant and IT Department re CRM configuration and data conversion – Some manual configuration – Worked with Word template programmer (third party) to configure them to work with CRM – Developed training curriculum – Developed rollout plan – Held informational meetings – Oversaw pilot group – Performed rollout training/support – Day-to-day data cleanup (ongoing)

7. Supporting Data Integrity Prior to CRM implementation, outside consulting firm provided us with data formatting criteria and performed initial cleanup Although it looked like this first attempt at data matching would save our IT department a lot of time, data cleanup is an ongoing process that takes up a great deal of resources

8. Integration with Other Firm Systems Our CRM system uses a program (basically a batch job) called Application Collaborator that allows CRM to be integrated with the following applications: – Outlook For e-mail So attorneys could still use their PDAs to enter contacts – Word Creation of letters, memos and faxes with information pulled from CRM Templates for Word created by a third party company – Elite (records and conflicts system)

9. Final Tips Fully map out every single program that is going to touch your CRM system Budget twice the amount of time that you think its going to take (mainly for data cleanup)