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The firm sought a solution that would assimilate information from various sources within its dual-office organization in a manageable interface for better communication with current and prospective clients, as well as with inter-office colleagues. It was also crucial that the CRM system HLBTR selected have a reliable and highly customizable set of controls in place that respected the privacy of its accounting clients, both individual and corporate.

"Our brand promise is 'more attention, better results,' and we wanted a software solution that articulated that guarantee while differentiating us from the marketplace," said Rob Tautges, president and managing officer of HLBTR. "InterAction gives our organization the ability to empower employees with the information they need to provide better service to customers, clients, prospects and referrals — a direct expression of that brand promise."

Another requirement for HLBTR in searching for and selecting CRM software was knowing that the investment ultimately allowed firm management to track, measure and report upon all efforts ongoing in the organization. As a full-service accounting firm, the majority of HLBTR employees are held to certain billable client service hours and non-billable office hours. The measurement features in place within InterAction provide managers with visibility into which employees are best balancing the demands to deliver superior client service while driving business development for the firm.

"We have aggressive growth goals in excess of 20 percent for the coming calendar year," said Tautges. "I am looking to InterAction's proven model to help us get to know our existing clients even better, improve our prospecting and expand our business."

InterAction features advanced Microsoft® Outlook® integration that enables users to update, change and review information in the centralized repository by simply using Outlook as they normally would. Professionals can use standard Outlook functions to search for additional information about key individuals, be they colleagues, customers or prospects. The Watch List™ feature within InterAction enhances the traditional search-and-find features in a CRM system by automatically alerting users when important meetings, phone calls or other events occur with their clients or prospects.

Finally, HLBTR saw InterAction as a key asset in its desire to attract and retain top-notch talent that values and requires a high-level of technical sophistication in its work. In retaining and recruiting professionals who expect to be armed with quality tools to succeed, HLBTR found that, likewise, clients also wanted a technology-savvy firm. "The accounting industry is experiencing more pressure and opportunity to gain clients of a higher stature; this purchase reinforces that we are focused on quality, long-term growth — an important selling point in an employee-owned atmosphere," added Tautges.

"Helping organize and grow an organization from the inside out is a hallmark benefit of InterAction," said Barry Solomon, LexisNexis Interface Software's executive vice president. "As a veteran leader in professional services CRM, we are delighted to see HLB Tautges Redpath taking full advantage of our technology to execute on its continuing strategic business development goals."