Implementing a new CRM system can be a daunting task, but with the right approach and careful planning, the implementation can lead to significant improvements in client service and operational efficiency.
Below, Courtney Borthwick, Head of Business Development and Marketing at Howes Percival, shares valuable insights on how his firm successfully implemented Intapp DealCloud, providing a roadmap for others looking to achieve similar success.
Understand the buying journey
Borthwick emphasises the importance of understanding the buying journey and setting clear expectations from the outset. During their procurement process, Howes Percival identified three key attributes its CRM needed to have: it had to be easy to use, integrate with their practice management system and come from a vendor with a proven track record within the legal service sector. By focusing on these priorities, Howes Percival was able to narrow down their options and select the software — ultimately, Intapp DealCloud — that met their specific needs.
Take a phased approach to implementation
One of the key strategies that contributed to the success of Howes Percival’s implementation was adopting a phased approach. Borthwick explains that certain CRM outcomes, such as revenue growth, and use cases, such as proposal metrics, were not immediately achievable. Instead, the firm focused on what could be realistically tracked and measured in the initial phases. This approach allowed Howes Percival to gradually build on their successes and expand their use of DealCloud over time.
Engage stakeholders and set realistic expectations
Borthwick highlights the importance of engaging stakeholders and setting realistic expectations throughout the implementation process. By involving key stakeholders from the beginning and clearly communicating the goals and benefits of the new system, Howes Percival was able to secure buy-in and support from their team. Additionally, setting realistic expectations about what could be achieved in the early stages helped manage stakeholder expectations and prevent disappointment.
Continuously improve and adapt
Borthwick’s approach to implementation also underscores the importance of continuous improvement and adaptation. By regularly reviewing their implementation progress and adjusting their approach as needed, Howes Percival was able to refine their use of DealCloud and maximise its benefits. This iterative process allowed them to stay agile and respond to changing needs and priorities.
The successful implementation of Intapp DealCloud at Howes Percival offers valuable lessons for other firms looking to enhance their client service and operational efficiency. By understanding the buying journey, adopting a phased approach, engaging stakeholders and continuously improving, firms can achieve a successful implementation and realise the full potential of their new CRM system.
Interested in implementing Intapp DealCloud at your firm? Schedule a demo of Intapp DealCloud to preview its capabilities and to learn how we assist with implementation.