There's no reason to use a separate ILM -- you might need some help, but I'm telling you, once you figure it out, there's nothing it won't do. Honestly, the notion of using separate systems defeats the whole purpose of true CRM. The best thing about ADP ILM is that ILM tracking and monitoring is the same as floor-traffic. Remember -- you want results, you have to make this easy for your desk managers -- can't be any easier for them than seeing ILM traffic next to their floor traffic on the desk log. Stick with it -- dig-in and figure it out. Get nasty with your rep if you need additional help. You want everything in one bucket -- the more buckets, the more that gets lost between buckets.