First Contact InterAction Peer Group RETURN TO MAIN Presented by: Sunny Bane Marketing CRM Manager DLA Piper US LLP Deborah Holt President DH Training & Technology Consulting InterAction Attorney Boot Camp

First Contact InterAction Peer Group RETURN TO MAIN Mission Details  How to Achieve Attorney Buy-in and Participation  Flight Plan: Laying the Groundwork for Training  Countdown: Designing Your Training Program  Launch: Targeted Training Sessions  Landing: Looking Ahead to the Next Mission

First Contact InterAction Peer Group RETURN TO MAIN Designing Your Flight Plan  Map out an ongoing strategy to keep it fresh  Develop a plan for each lifecycle stage  Tie-in communications, training, incentives  It’s all in the messaging  InterAction is a practice support, client service and business development “work smarter” tool  Relate it to other industries that utilize CRM

First Contact InterAction Peer Group RETURN TO MAIN Designing Your Flight Plan (continued)  Make it about the content, not the software  Understand what makes InterAction unique from other resources in your firm and sell that  Smaller firms: level the playing field by “acting big”  Larger firms: give clients that small firm “homey” feel  Be creative and flexible in how individuals access the information – work to user’s natural processes

First Contact InterAction Peer Group RETURN TO MAIN Designing Your Flight Plan (continued)  Tackle known issues head-on and diffuse them  “I don’t want to share”  “I don’t have time”  “The program is too ___” (fill in the blank)  Stories make every task more relatable  Know your audience – appeal to their egos  Be prepared with scenario-based examples

First Contact InterAction Peer Group RETURN TO MAIN Designing Your Flight Plan (continued)  Secure staff support  Partner closely with staff supervisors, office managers and other “front line” staff and departments  Sell uses to IT, library, professional development, HR, accounting, and other departments  Make sure your help desk and trainers are well informed and have a deep understanding of InterAction and the firm’s business development goals

First Contact InterAction Peer Group RETURN TO MAIN Designing Your Flight Plan (continued)  Obtain secretarial buy-in  Again, anticipate the objections ahead of time  Integrate with templates and macros in Word  Sell the time-saving aspects of key features  Use categories!  Find your champions  Offer incentives

First Contact InterAction Peer Group RETURN TO MAIN Countdown to Training  Ensure trainers have a thorough understanding of how InterAction supports the day-to-day needs of attorneys at every stage  Understand the workflow process of the various practice groups  Identify attorneys with initiatives  Create scenario-based training sessions/workshops

First Contact InterAction Peer Group RETURN TO MAIN Countdown to Training (continued)  Cultural issues regarding training  In-house trainer vs. out-sourced training  Issues w/in-house trainers  Issues w/out-sourced trainers  Other issues  Accessibility to attorneys  Minimizing distractions

First Contact InterAction Peer Group RETURN TO MAIN Countdown to Training (continued)  Slow deployment – ensure data quality can be maintained, etc.  Floor support and follow-up is key  Provide other firm stats on usage, buy-in  Establish time and percentage goal for contact resolution  Establish best practices for incoming attorneys  Lateral hires w/contacts

First Contact InterAction Peer Group RETURN TO MAIN Launch: Targeted Training – Deskside  Short minute one-on-one sessions  Identify attorney training goals  Ask attorney questions about his/her processes  Focus on workflow  Tailor time to address processes and emphasize Relationship Intelligence/Competitive Advantage  Associates vs. Partners

First Contact InterAction Peer Group RETURN TO MAIN Launch: Targeted Training – Associates  Emphasis on Workflow and the Partnership Track  Business Development Goals  Courtship (Activities are key)  How am I doing/How do I look? (Activity Report)  Increased knowledge of person/entity give competitive advantage  Show your partners you’re looking for new opportunities and places to pitch new business

First Contact InterAction Peer Group RETURN TO MAIN Launch: Targeted Training – Partners  Competitive Advantage/Relationship Intelligence  Referral Tracking  Industry Connections  Board Memberships  Ability to measure Business Development efforts  Ability to monitor team progress  Ability to measure pitch results, Client/Prospect Visits, etc.  Reports to help identify strengths and weaknesses

First Contact InterAction Peer Group RETURN TO MAIN Launch: Other Training Options  Practice group education  Get practice group leaders to promote, use and demo InterAction to their practice groups  Just-in-time learning – Captivate videos  5-minute fly-bys  Webinars  Documentation/Quick Reference Guides

First Contact InterAction Peer Group RETURN TO MAIN Coming in for the Landing  Don’t just “launch” – have an ongoing education program with regular workshops/training  Work with leadership to understand ongoing goals and plans for firm/practice groups  Be aware of new developments and initiatives, and look for ways InterAction can support them

First Contact InterAction Peer Group RETURN TO MAIN Coming in for the Landing (continued)  Embed InterAction into non-marketing actions  Embed InterAction into marketing activities  Communicate wins  Repeat, repeat, repeat  Be consistent in your messaging (and know why!)  Always keep an eye out for champions  Don’t engage in battles with the naysayers

First Contact InterAction Peer Group RETURN TO MAIN Landing: Every Touch is an Opportunity  Every event teaches Marketing Lists  Every expense report & annual review teaches Activities  Every mail merge or report teaches the value of added data  circulation – Does anybody know? Refer users back to IA.  Take advantage of every opportunity to further their InterAction education, inside and outside of the classroom

First Contact InterAction Peer Group RETURN TO MAIN  Thank you!  Contact Info:  Sunny Bane – DLA Piper US LLP   Deborah Holt – DH Training & Technology Consulting 