The Opportunity module in InterAction does a great job of adding value to our firm’s proposal process by sharing client or prospect information between professionals, tracking relationships, and storing knowledge.

However, there is one critical problem that currently exists with the Opportunities module.  The system lacks an easy transition for migrating data and details from Opportunities to the Engagements module. 

Without this transition, information gathered during the client/prospect courting process has to be completely re-entered when the firm changes gears to deliver the solution or service.  Ultimately, this administrative headache disincentivizes internal staff and professionals from documenting every crucial piece of data that will aid in the delivery of the solution.

Let me give you an example that illustrates this scenario.  Recently, our firm won an Opportunity to build an HR system on a client’s website and integrate the information into their internal systems. 

In order to maximize the likelihood of proposal success, every detail regarding the opportunity and the client’s needs, are documented in the Opportunity  The numerous custom fields we have added were used to capture insights from our professionals and useful information from the client.  That information is intuitively laid out and shared in a central knowledge repository that can easily be accessed by associates, partners, and related staff.  The Opportunity module does a fantastic job of organizing professional teams and promoting cohesion.

After months of conversations, meetings, and assessments, we had built an impressive repository regarding the client’s specific demands, needs, and expectations.  We were able to find and convince a critical mass of decision makers within the firm, including the HR Director and the COO.  The information was used to win a profitable contract for the firm.

Now, the problem arises.  With the current version of InterAction, no method exists to seamlessly move all of the information and insights gathered in the Opportunity to the Engagements module. 

During the courting phase, experience and know-how contributed by firm professionals creates the foundation for the solution we provide to the client.  That insight guides the delivery of the firm’s services.  The same information that aided our firm in capturing the new business is equally, if not more, valuable in delivering our solution to the client.  Without the bridge between the two modules though, there are no effective means of transitioning that knowledge from the courting phase to delivery.

To prevent this information from being lost, all of the data entered in the Opportunity module needed to be inputted from scratch.  We were in a familiar predicament where either the same professionals had to re-enter the data into the Engagements module, or leverage the precious resources of our administrative staff.

Either way, it resulted in a waste of resources for our firm and a sloppy shift from proposal to delivery.  The level of client service drops without this administrative investment, and our professionals are dissuaded from using the CRM system because of the demand on their time.  It leads to a no-win situation.

In the next release of InterAction, this problem needs to be addressed.  There must be a streamlined approach in transitioning the knowledge by bridging the two modules.

I have contacted InterAction on this issue and have submitted a formal Enhancement Request.  If this affects your firm, talk with your reps as well.  It will create a better solution for all of us, and a better product for LexisNexis.

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