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Dundas & Wilson go with Microsoft CRM option

And another law firm opts for a CRM solution that is not InterAction – Dundas & Wilson LLP has just announced it is to deploy Microsoft Dynamics CRM, with the project being handled by ePartners. The CRM system will be used to support D&W’s fee-earners client-facing activities, to support ongoing marketing and business development strategies, and to provide a single point of access to client information gathered from other systems within the firm. Phase 1 of the project will be implemented over the next 6 months.

Tom Clowes, Dundas & Wilson Strategic Projects Director, explained why ePartners was selected for this project: “We didn’t look upon this as a traditional CRM installation; we’re not looking to record each and every bit of client data – it’s about putting a system in place that offers real benefits to the way we work, for our fee-earners and our clients. ePartners clearly understood what we were hoping to achieve and how we operate. They were able to define for us the most effective way to roll out the project and putting processes in place that really work in the legal services market.”

Clowes added “As integrating information from other business systems in D&W was a key objective, the choice of Microsoft software was important. It also offers the ease-of-use of the Microsoft Outlook front-end which the fee earners already understand, simple but effective functionality, and will offer easy integration with other applications. It works the way we do; we’re not having to make any changes to the way our lawyers work, plus it gives us a great platform for future investments.”

Paul White, head of Microsoft Dynamics UK, said “This serves to demonstrate the flexibility of Microsoft Dynamics CRM – and its ability to serve organisation in many different industries. It also serves to demonstrate e-Partners ability to provide fast growing organisations with relevant advice about how technology can support their ambitions for their business.”

Sam Dharmasiri, managing director of ePartners UK, said “The legal services market is one of the most exciting and demanding, from a use of technology point of view. For a supplier to succeed, they have to really understand the way law firms operate and how technology needs to work with them. We’re looking forward to starting on this project with Dundas & Wilson, who are a great name for us to be working with.”

3 replies on “Dundas & Wilson go with Microsoft CRM option”

I suspect this is the first in a tranche of UK firms going Microsoft CRM. You should find Reed Smith next to announce their adoption of Microsoft CRM – using CRM4legal, a version of Microsoft CRM tailored specifically for law firms by Client Profiles ( From all accounts, CRM4legal (an integral part of Outlook, which makes a huge difference when it comes to getting lawyers to use the system) is making a big impact in the US and I expect the same to happen here.

It should be noted that Dundas & Wilson will not be using CRFM4Legal but a version of Microsoft CRM developed by ePartners.

Both Dundas and Reed Smith previously used the old Elite Apex system for their CRM – it will be interesting to see if any InterAction users switch to Microsoft.

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