to imo, or not to imo olga christofi, july 2013. a little about farrer & co national firm, one...
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To IMO, or not to IMO
Olga Christofi, July 2013
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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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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
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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
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Things to consider…
Are you ready?
- technical requirements
- resources
- appetite for more engagement
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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
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Things to consider …
Synched appointments – not editable
– Incomplete appointments (when not sent externally)– Private client (no email address)– Confidential notes
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Things to consider…
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Things to consider…
A few more things which users are not very keen on:
1. Too easy to close down.
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Things to consider…
2. Mutual connections
as default
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Things to consider…
3. Business address
vs
mailing address
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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!
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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