Case Study: Frost Brown Todd reduces email bounce rates with LexisNexis Legal's InterAction

Interaction Improves Firm’s Data Quality, Reduces Bounce Rate From 40% to 7% in Just Four Months

Frost Brown Todd, a Midwestern law firm, struggled with a severely neglected CRM system, resulting in highly inaccurate and duplicated contact data. This issue, managed through LexisNexis Legal's InterAction software, led to inefficient marketing efforts, including a 40% email bounce rate and significant time wasted by attorneys manually recreating contact lists.

The solution from LexisNexis involved a dedicated revitalization of their InterAction CRM. This included hiring a full-time administrator, deploying data stewards, and conducting extensive staff training. The results were dramatic: the email bounce rate dropped from 40% to just 7% within four months, open rates increased by 5%, and unsubscribe requests were cut in half, greatly improving marketing efficiency and compliance.

Frost Brown Todd

Jennifer Holbrook

CRM Administration