Melanie Mancino discusses the implementation of a firmwide research and enquiry service at national law firm Eversheds. It explains why the decision was made to centralise the service, and how this was achieved, and goes on to explore why it was important for standardisation to take place. It ends by looking at the process involved in introducing an electronic enquiry management system and provides a summary of basic functionality. The benefits of the new service for the both the firm and the IS team are also highlighted.