1. February 4, 2014 Katherine Hollar | @katiehollar FEBRUARY 4 – 6, 2014 / THE HILTON NEW YORK Law Firm Technology: What Clients Want

2. LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014 Take a look at the market.

3. LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014 Client satisfaction is falling. Source: BTI Consulting

4. LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014 Firm clients are insourcing. Source: BTI Consulting In 2012, corporate legal departments brought $5.8 billion of work back in-house.

5. LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014 Opportunities are fewer. Source: American Lawyer Media 41% of companies are working with fewer law firms than they did five years ago.

6. LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014 But client service pays off. Source: BTI Consulting 70% of the top 30 client service firms gained market share in 2012.

7. LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014 Lest you think IT does not in client service…

8. LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014 What is client service anyway? 1.Understand my business 2.Show new approaches – Staffing – Billing – Strategy – Technology – Communications Source: BTI Consulting

9. LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014 What is client service anyway? Source: BTI Consulting 3. Redefine the legal service process 4.Provide client-centric educational events and networking opportunities 5.Build project management systems from the client perspective 6.Engage in client feedback

10. LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014 Legal Technology: What Clients Say A Special Survey for ILTA

11. LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014 The Good News 92.9% of in-house counsel have never fired a firm because of poor technology

12. LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014 IT won’t make the sale… 14.3% have selected a firm because of its technology

13. LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014 …but it plays a role. 42.9% address technology requirements in Requests for Proposals (RFPs).

14. LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014 What do clients want us to pitch? Security and data privacy – 82.1% E-discovery capabilities – 67.9% Status updates/reporting – 50% Custom client intranets/databases – 50% Dockets and calendars – 35.7%

15. LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014 “What about law firm IT annoys you?” Over-encrypted email: “Secure email – it is tedious.” “Having to log in with an access code before emails can be opened/read.”

16. LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014 “What about law firm IT annoys you?” Passive intranets: “I want real email updates. I don’t want to be told something’s been posted on the intranet. That just creates work for me.” “Maintaining and operating the system requires multiple tasks…old-school files and emails are fine sometimes too.”

17. LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014 “What about law firm IT annoys you?” Disconnect between client contacts and IT: “Not being able to leverage technology to access the templates and advice the firm created.” “Some firms tout technology but their lawyers don’t embrace it.”

18. LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014 “How can law firm IT help win or keep your business?” Little things: Streamline email security Achieve certification status - ISO/Safe Harbor/EU Model Clause/HIPAA Rock e-billing Enhance mobile access

19. LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014 “How can law firm IT help win or keep your business?” The big thing: Cultivate client empathy.

20. LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014 “Keep the focus on how to make my life easier.”

21. LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014 “It doesn’t matter if the technology is cool or interesting or new – it must always help me in some way. If it doesn’t pass that test, it makes me think…they are inefficient and self- absorbed, which makes me wonder if I’m getting the right value.”

22. LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014 Become a client advocate. Add a tech piece to materials/proposals Tech-heavy proposal? Attend the pitch Provide examples, value calculations – Show, don’t tell Enhance training – make sure the lawyers get it Get specific with client teams – customize Ask for client feedback on IT

23. LEGALTECH NEW YORK / FEBRUARY 4 – 6, 2014 Your Marketing Meditations How can we solve the client’s problem? – What IS the problem? How can we make the client’s life EASIER? How can we make the client’s life BETTER?