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To IMO, or not to IMO

Olga Christofi, July 2013. To IMO, or not to IMO. A little about Farrer & Co. National firm, one London office 350 personnel including 220 lawyers 60% of clients are private clients InterAction since 2005, with a reasonably good buy-in Marketing Systems/CRM team = 2 people.

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To IMO, or not to IMO

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  1. Olga Christofi, July 2013 To IMO, or not to IMO

  2. A little about Farrer & Co • National firm, one London office • 350 personnel including 220 lawyers • 60% of clients are private clients • InterAction since 2005, with a reasonably good buy-in • Marketing Systems/CRM team = 2 people

  3. About the project Desktop upgrade – Windows 7, MS Office, Outlook 2010, IMO and new e-filing system Timeline: • Summer 2012 – preparation and testing • Oct 2012 – pilot • Nov-Dec 2012 – firm-wide roll-out

  4. Training users on the IMO • Initial introduction to the IMO was included in the desktop training. • Follow-up by CRM team: one-to-one desk-side sessions with individual users. Jane Tarnoff

  5. Things to consider… Are you ready? - technical requirements - resources - appetite for more engagement

  6. Things to consider… • Screen properties and Outlook set-up 17-inch screen 21.5-inch screen with full usage of side toolbars with only IMO IMO not intrusive Too busy, users tend to close IMO

  7. Things to consider … Synched appointments – not editable • Incomplete appointments (when not sent externally) • Private client (no email address) • Confidential notes

  8. Things to consider…

  9. Things to consider… A few more things which users are not very keen on: 1. Too easy to close down.

  10. Things to consider… 2. Mutual connections as default

  11. Things to consider… 3. Business address vs mailing address

  12. Enough negatives! • It has been a success! • No serious stability or speed issues • Users genuinely like it: • Hurrah! It's in Outlook! • It's easy to use and intuitive • It's got nice features, ie Alerts, quick contact updates • It makes sense!

  13. What users say "I can now see myself using InterAction" previously reluctant partner "This is really good! I can see all information in my Outlook. So much better than the other InterAction" secretary "OMG! Now all partners are having a play! There're going to be lots of tickets!" Team data steward

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