To IMO, or not to IMO

Olga Christofi, July 2013

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

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

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

Things to consider…

Are you ready?

- technical requirements

- resources

- appetite for more engagement

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

Too busy, users tend to close IMO IMO not intrusive

Things to consider …

Synched appointments – not editable

– Incomplete appointments (when not sent externally)– Private client (no email address)– Confidential notes

Things to consider…

Things to consider…

A few more things which users are not very keen on:

1. Too easy to close down.

Things to consider…

2. Mutual connections

as default

Things to consider…

3. Business address

vs

mailing address

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!

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