But while attorneys may be averse to spending time ‘managing’ contacts in a new system, they live or die by their current systems for e-mail, calendars and contacts, primarily Outlook. In fact, for solos and very small firms, Outlook is often the primary - and sometimes the only - tool they use to manage their Client and contact relationships. As a result, any system that does not almost completely and seamlessly integrate with Outlook will not succeed in a law firm. This has been proven by the number of failed implementations of systems without this tight integration.
This is also a reason to work with a CRM provider with experience in working with professional services firms and to select a system that has been built to accommodate their needs and processes.