In May I went along to the Intapp conference in London. I’ve written about the Intapp Professional Services Cloud before – it spans intelligent client development, unified business acceptance (conflict checking during client on-boarding) and client delivery (especially its support for pricing). But what struck me most at the recent conference was the way that Intapp is revolutionising data integrity and reporting in its client lifecycle management (CLM) solution.
Integrated premium content
Intapp is integrated with Dun & Bradstreet sales intelligence information (https://www.dnb.co.uk/) . So it can import corporate information and organisational trees automatically. It also links to Manzama news services to provide up-to-date business information and AI-powered market analytics.
Other content partners include: Bureau Van Dijk, WorldCheck, Accuity, and S&P Capital IQ.
At the conference, Intapp announced that it has acquired OnePlace, a cloud-based client lifecycle management (CLM) technology which is used by many professional service firms. OnePlace supports users in prospecting, campaign management, bid management, proposal generation, directory submissions, referral management, maturing relationships, cross-selling, client surveys, exception management, risk management and key account management (KAM).
The Intapp client development solution is based on DealCloud which was designed for the complex relationships within the financial services industry (used by 500 financial institutions) and supports the sort of relationship intelligence needed by professional service firms.
Users particularly like the relationship map visualisation (both visual heat maps and Sankey diagrams showing proportional flows) which extend beyond “known by” contacts.
Trendline reporting spots issues with client relationships early. The Rainmaker Alert contacts fee-earners when relationships are trending down. Event triggers can be associated with key client relationships based on the last contact date.
Leveraging the enterprise relationship management capability of Gwabbit (acquired by Intapp in March 2019) the system automatically scrapes information (with 96% accuracy) from email signatures (saving time and errors from manual data entry) and can therefore identify where there is most interaction and provides advanced relationship scoring.
By integrating internal and external information and analysing relationships (filtered by geography and function if required), Intapp can prepare smart lists for fee-earner vetting. It uses artificial intelligence (AI) to analyse activity and identify unmined or neglected relationships.
I liked the sound of tear sheets and “Uber reports”. Using an Outlook plug-in, Intapp identifies automatically from calendar systems that a call or meeting is imminent and prepares a summary of recent activity with the relevant individuals. It’s called an Uber report as it is the sort of document that can be read in a taxi on the way to a meeting to provide a timely and succinct update. I recalled the short and long form update reports prepared by a leading property company.
There are also facilities to create rich client profiles including client data, narratives, matter and complex work, and associated fee-earners.
Integration with marketing systems
Intapp also fully integrates with popular marketing automation systems such as Vuture (see http://kimtasso.com/vuture-marketing-relationship-management-automation-professional-services-firms/) and Concep (https://www.concep.com/).
Unified client management
There was a great graphic showing how Intapp provides support for fee-earners throughout the entire client lifecycle: from strategy and targeting, market development, opportunities and pursuits, through to new business intake, conflicts of interest, client terms, budgeting and resourcing, time and project management, and billing and collections. This is integration par excellence.
It also enables you to create a view of the data depending on your role within the firm – whether that is in marketing, business development or as a fee-earner.
Previous blog posts about Intapp:
- CRM success statistics from Freshfields
- CRM, sales pipeline, project management and collaboration system – Glasnost21 for small and medium firms
- Legal marketing case studies – Farrer & Co Lexis® Interaction® and Berwin Leighton Paisner Siteimprove web governance suite
- Client Relationship Management (CRM) for local government lawyers
- Marketing automation – New pitch development system from Iphelion
- Book review: Understanding Digital Marketing – Marketing strategies for engaging the digital generation by Damian Ryan Third Edition (Kogan Page)
- Referrer and intermediary management – Internal information systems
- Reasons to invest in a Key Account Management (KAM) programme
- Legal market research – LexisNexis Bellwether 2016 report highlights
- Project vs Campaign Management
- The Lawyer Business Leadership Summit - Crystal balls, Change, Connection, CRM and Collaboration. And don’t forget the Millennials.
- Selling - The vital role of research in the pitch process
- New lead generation and intelligence system for targeting high net worth private clients – An overview of NETZ
- Importance of Client Experience Management (CEM) - PM Forum conference report 2016
- Fabulous First Meetings – 16 selling insights
- Legal marketing case studies – Digital marketing at The Law Society Law Management Conference 2017
- LawBid - New matchmaking service for individuals and businesses seeking lawyers (outsourcing legal marketing)
- Book review – “Strategic tendering for professional services” by Matthew Fuller and Tim Nightingale
- Legal market research - Lexis-Nexis Bellwether research report 2017 “Why independent law firms are thriving”
- Business development for lawyers – Pipelines, relationship management and international marketing (October 2017)
- International relationship management – Highlights from a talk by Allan Evans at BDO accountants
- Client feedback – From the horse’s mouth at the Professional Marketing Conference (CIM, TfL and FourFront Property)
- Professional Marketing Conference Report 2017 – Client focus, technology and disruption
- Marketing secretary and PA: Three roles where secretaries and PAs contribute to marketing and business development success
- Internal communication – Why, how and what?
- Vuture – Marketing and relationship management automation in professional services firms
- System review – Intapp integrates technology and information across the client life cycle
- Marketing after the technology revolution?
- Strategy silos – is marketing guilty too? Align, integrate, focus, educate and champion
- Book - Social Media in Business Development and Relationship Management: A Guide for Lawyers
- Key Account Management (KAM) – Top 10 tips for designing and implementing a KAM programme
- Book review: “The change catalyst – secrets to successful and sustainable business change” by Campbell MacPherson (Change Management)
- Book review: Professional services leadership handbook by Nigel Clark, Ben Kent, Alastair Beddow and Adrian Furner
- An MBA is great – but you’ll need soft skills to make an impact
- Book review: Social media in business development and relationship management: A guide for lawyers (by Richmond Green Chambers and The Barrister)
- Environmental analysis (SLEPT) and planning - Future of Jobs Report 2018 (impact of technology)
- Be more onion, time out from the tsunami and other strategy insights
- Driving successful marketing programs for professional services
- Better Business Relationships and DACRIE - A model to enhance business relationships
- Legal marketing case study – Royds Withy King private client wealth proposition and new product Life Safe®
- Commerciality – Finance, pricing, innovation and research
- Future Marketing Manager – A checklist for success and how to get promoted
- Book review – Advanced Marketing Management: Principles, skills and tools by Nikolaos Dimitriadis, Neda Jovanovic Dimitriadis and Jillian Ney
- Book review: Managing key clients (securing the future of the professional services firm) by Kevin Walker, Paul Denvir and Cliff Ferguson
- Book Review - Marketing technology as a service – Proven techniques that add value by Laurie Young & Bev Burgess
- Augmented Reality (AR), Extended Reality (XR) and Virtual Reality (VR) could transform online events
- Nine Marketing and Business Development trends in 2021
- Book review: Executive Engagement Strategies – how to have conversations and develop relationships that build B2B relationships by Bev Burgess
- Six key KAM lessons – Education, Expectations, Exemplars, Emergence, Extending and Evolution (June 2022)
- Top picks from KAM training workshops (October 2020)
- Beating Six Barriers to KAM – Chicken or Egg: Data, Protectionism, Starting point, Simplicity, Time and Training
- Cultivate a cross-selling culture
- KAM Basics – Bowties and Diamonds (Video)
- Six themes for Proactive Marketing and BD Executives (2019) – Careers, Communications, Difficulties, Goals, Expertise and Mind sets
- Reviewing books by legal and accounting clients – “Covid-19, residential property, equity release and enfranchisement” by Paul Sams and Louise Uphill and “Agile in Business – A guide for Company Leadership” by Robert Morley
- Introducing client portfolio management with dinosaurs – Be more T Rex (Video)
- The growth of MarTech in professional services
- How technology drives marketing intelligence and efficiency
- Book review: A practitioner’s guide to Account-Based Marketing (ABM) – Accelerating growth in strategic accounts by Bev Burgess with Dave Munn
- Structured programmes for Referrer Relationships
- Why Client Experience Management CEM is all the rage…
- Client relationship management (CRM) - How many close relationships can you manage?
- Technology and psychology skills needed
- Marketing Information Systems (MkIS) in the professions – An overview
- Professional Marketing Forum conference report 2018: The Bare Necessities
- Effective marketing – a discussion with managing partners
- There’s a real person behind that Persona
- Client satisfaction benchmarks – How do you measure up? (NPS)
- Marketing planning in a nutshell