Howes Percival uses Intapp DealCloud as its all-in-one platform for CRM, relationship intelligence and email marketing

When leading U.K. commercial law firm Howes Percival set out to find software that would improve operational efficiency and enable a better experience for it clients, they found that Intapp DealCloud delivered everything they wanted.

Executive summary

Client

Howes Percival, a leading commercial law firm in the U.K.

Requirements

Howes Percival wanted to find a new CRM that would integrate with other firm software, including their practice management system and Microsoft 365. They also wanted software platforms for email management and relationship intelligence. Each of these solutions needed to be easy to use and designed for the legal industry.

The solution

Successes

  • Instead of having to purchase two or three solutions to meet their needs, Howes Percival was able to find one — Intapp DealCloud — that provides the three capabilities they needed: client relationship management, email marketing and relationship intelligence.
  • Intapp DealCloud met Howes Percival’s three criteria for a solution: It’s easy to use, integrates with firm software and is designed by a vendor who understands the legal sector.
  • Intapp DealCloud’s AI provides alerts that help firm members interact with clients with the right frequency.
  • Thanks to the integration between DealCloud and Microsoft 365, Howes Percival professionals can see relationship intelligence on contacts right within their inbox.
  • With Intapp DealCloud’s email marketing capabilities, Howes Percival is now managing email and event campaigns more efficiently.

An easy, all-in-one solution designed for legal

Howes Percival had three main criteria for a new CRM: 1) it had to be easy to use, 2) it needed to integrate with key software, such as Microsoft 365 and the firm’s practice management system and 3) the vendor needed to understand the legal sector.

The firm found that DealCloud met all three criteria, in addition to powering email marketing and providing relationship intelligence.

“One of the biggest draws of Intapp DealCloud was that we could do all our email campaigns and our event management within the CRM, and gain relationship intelligence — who knows who and how well we know them,” says Courtney Borthwick, Head of Business Development and Marketing at Howes Percival. “So for us, choosing DealCloud was a pretty easy decision. In fact, when we asked our internal user group who supported recommending DealCloud to our firm leadership, everyone’s hand went up immediately.”

Relationship intelligence that supports strong client relationships

DealCloud’s relationship signals function, which alerts users if they haven’t communicated with a contact within a specified time frame, has helped Howes Percival maintain strong client relationships.

“Thanks to the DealCloud dashboard and alerts, we’re able to provide much more proactive client service because we’re keeping in touch with our clients at the right levels of frequency and sharing relevant information in a timely manner,” explains Borthwick.

In addition, the lawyers at Howes Percival can view all relationship intelligence on their contacts right within their Microsoft Outlook inbox, thanks to an integration between DealCloud and Microsoft 365.

“When we receive an email, we can see relationship information right within the email message itself, including whether the sender is in the CRM or not, who in the firm knows the contact, what the relationship score is, what mailing groups the sender is on and what events the contact has signed up to attend in the future,” says Borthwick. “We can see all that without having to click a button. That’s part of the value Intapp DealCloud provides.”

For us, choosing DealCloud was a pretty easy decision. In fact, when we asked our internal user group who supported recommending DealCloud to our firm leadership, everyone’s hand went up immediately.

COURTNEY BORTHWICK, HEAD OF BUSINESS DEVELOPMENT AND MARKETING, HOWES PERCIVAL

A platform for managing events and email campaigns

Intapp DealCloud has also enabled Howes Percival to more easily handle event marketing. Using DealCloud Dispatch, part of Intapp DealCloud, the firm can create email templates, landing pages, event invites and more from the same dashboard that shows relationship management information. In addition, with Dispatch, Howes Percival can track campaign performance.

“We are managing event campaigns so much more efficiently,” explains Borthwick. “We’re inviting the right people to the right events in a timely manner. And we’re able to see whether a particular contact is coming to an event.”

He adds, “We’ve achieved that same speed, consistency and accuracy with all our email campaigns thanks to DealCloud.”

Customisation and focus on end user key to successful implementation

For other law firms considering Intapp DealCloud, Borthwick recommends talking to internal stakeholders to gain clarity on what they want and involving them in the vendor review process. Once a firm begins implementing DealCloud, Borthwick advises that they consult with each practice group on what customisations they require.

But most of all, Borthwick recommends that firms considering DealCloud “go for it.” “Intapp will deliver what they say they will deliver. Your firm is in safe hands,” he says.