Streamlining activities and increasing user adoption
Many Customer Relationship Management (CRM) systems already come with the ability to integrate with standard Microsoft Office applications like Outlook, Word and Excel. And that makes it much easier for partners, fee earners and associates to use them. But have you thought how integrating your CRM solution with the other systems your practice uses might deliver greater value to your firm?
Here are some ideas:
Practice Management Systems
Practice Management Systems (PMS) hold a wealth of valuable financial and matter data. Having that information to hand in your CRM system will help you gain better profiles of your clients and prospects. As a result, you will be in a better position to identify risks and opportunities, as well as drive more informed business development activities. For example, do you really want to up sell to a client that is a notoriously bad payer? On the other hand, being able to show a prospective new client compelling case studies of matters you've previously worked on can dramatically increase your chances of success.
Human Resources Systems
By integrating your Human Resources (HR) and CRM systems you can link activities to expenses. As a result, you can streamline the whole expense claims process for employees,improving productivity and encouraging buy-in.
And integration with HR systems can help in another area too – by allowing fee earners working on pitches to quickly find individuals with the expertise and skills they need to build a winning team.
When employees are taking incoming or making outgoing calls they need to know everything that is happening with a client. Having matter, financial, sales and marketing information at their fingertips enables them to provide the high quality of service that is needed to retain clients in today's competitive environment.
Third-party System Integration
There are many third-party systems that can help you with marketing and business development activities – e-marketing systems and external market intelligence databases, for example. Integrating these solutions with your CRM system will reduce manual data handling and errors, and speed execution.
Of course, integration is not an end in itself. But, when used to support streamlined process and information delivery, it not only increases productivity and efficiency, it also improves ease of use and as a result, user adoption.