1. Business Intelligence What is it? Why you need it Mike Gallagher, Ford & Harrison Doug Horton, Handshake Software, Inc

2. Business Intelligence Rapid access to actionable information Includes: Financial Information Contacts Documents E-Mail Legal Research & More

3. Business Intelligence Overlap & Convergence Knowledge Management Customer Relationship Management (CRM) Business Performance Management (BPM) Context of Information is Essential

4. Why Business Intelligence? Better decisions with greater speed and confidence Recognize and maximize firm’s strengths Shorten marketing efforts Improve customer relationships Align effort with firm strategy Improve revenue and profit

5. Elements of Business Intelligence Data Gathering Information capture Analysis Understanding the context of information Distribution Timely delivery to the right people who can act on it

6. Data Gathering Existing Systems “cube” approach Data warehouse Integration technologies

7. Analysis Reporting Tools Proprietary Excel Web-based User-defined Paper-based “Slice and dice”

8. Distribution Portals/Intranets Microsoft SharePoint InterWoven Worksite 8.0 LawPort PlumTree – Lexis Custom Web-Pages/Intranets

9. Distribution E-Mail Proactive “Drill down” analysis Adobe PDF Freezes the point in time Paper

10. Why Business Intelligence Fails Failure to recognize the breadth of the problem (not just financial system) No Top Down support Lack of standardize procedures or processes Bad quality of information – Dirty Data Computer systems impede rather than enhance BI efforts

11. Ford & Harrison LLP Mike Gallagher Director of Information Systems

12. Ford & Harrison LLP National Labor & Employment Firm Representing Management 11 Offices Growth through mergers

13. Business Intelligence Ford & Harrison’s approach to providing business information to lawyers and staff. What are the challenges in delivering “Business Intelligence”?

14. Background Financial System – Aderant (CMSOpen) Records Management Document Management Hummingbird PCDOCs document library in each office location Contact Relationship Management Handshake

15. BI Software Objectives Contact Relationship Management High level of Integration Provide access to financial information, documents, emails, contacts, stored images and legal research through a BI interface Native Application Security Familiar User Interface Customizable Role and Matter Centric Views Easy Deployment and Administration Open Architecture “Road Warrior” Accessibility Real-time information

16. HandShake Contact Relationship Management Native Handshake Contacts and CMSOpen Contacts Linked to Clients and Matters Linked to Firm Members – Known Bys Affiliations Activity Tracking Attended Firm Seminar Social Invitation Mailing Activities Change Audits Representative Contact Types Arbitrators, Alumni, Help Wanted, Prospective Client, Media- Broadcast, Referring Attorney, Expert Mail Lists – Firm Lists & Personal Lists Practice Group Newsletters Legal Alerts

17. Contacts Screen

18. HandShake (continued) Document Management System PCDOCs profile information data warehoused Matter Centric Email delivered through PCDOCs Application Integration Outlook contacts push/pull with Handshake database Data exports to Excel and Word merge files QuickImage PDF bills available through HandShake HandShake Contacts available from within Word through Legal MacPac Integration Ecopy Images – Adobe PDF files available through PCDOCs integration Internet Content Available through saved links

19. HandShake - Financial System Static Reports Access Produces Custom Reports in PDF format as a scheduled task Reports are refreshed in PCDOCs maintaining native security One click access to report from web interface PCDOCs Profile Info Static Reports

20. HandShake – Financial System Real Time Access to Financial Information Point & Click Customize Data Fields, Filter, Sort and Save Search Drill Down to Low Level Details

21. HandShake – Financial System Real Time Reporting By By Reporting Roll Band Totals Up or Down Summary or Low Level Detail User Selectable Report Fields

22. Handshake – Financial System Integration with Excel With Formulas! Integration with CMSOpen Records Management Module

23. Delivery Challenges - Firm Commitment True or False – All lawyers in the firm embrace new technology. To encourage buy-in for the new technology we: Involved key lawyers in the requirements phase Launched HandShake with a live demo Required lawyers to attend a one- hour basic functionality training session Certified Training for CLE credits where allowed Supported champions of the technology in their efforts to “Spread the Gospel” Surveyed users to see where to focus training and how to improve usability

24. Delivery Challenges - Data Integrity Data, Data, Data Cleansing Data “Hidden” Financial Information – EXPOSED! New Fields and Relationships Maintenance of Contact Information Not a Project but a Way of Life

25. Delivery Challenges - Training Can you have too much of a good thing? Integration, Sorting, Filtering, Exporting, Drilling Down, Exploring, Customization, and Learning about Financials can be Overwhelming and Intimidating Re-focused Training from generic navigation into granular “Areas of Interest” requested in surveys Teach in Small Chunks Teach skills with a deliverable as a by product of the training session. “Low tech” lawyers started attending training – felt comfortable pointing and clicking to get on-demand information Increased demand for “related” training Exporting HS data to Excel created demand for Excel training

26. Delivery Challenges - System Performance Good News – Bad News Increasing acceptance of BI system CMS financial server performance degrades to a crawl

27. Delivery Challenges - Best Practices True or False – All lawyers in the Firm endorse the “common good” theory. What is good for the Firm is good for me. Firm Culture – To Share or Not To Share Private or Public New Business Compensation Factor I knew him first Contact Responsible Attorney or Contact Clerk? New Rules - Cross Selling Contact Change Auditing

28. Is it worth the effort? ROI - Administrative Improvements Reduced redundancy in mailings – saves postage (and embarrassment) Reduced labor and paper costs for financial reports On-line financial information lowers number of calls to accounting and increases lawyer efficiency Better practices for data entry – higher quality data Better Collections

29. Is it worth the effort? ROI - Client Development Target Marketing I.E. Hospitality Contacts in the Tampa Metro Area “Activities” tracking – (What’s Working – What’s Not) On Demand Access to Contact Information It’s all about relationships - Who do we know?

30. Is it worth the effort? ROI - Client Service Better Decision Making Who is the best Arbitrator Better Case Management Fosters Collaboration Who else is working on this matter? What related documents have they created? Are we in budget? Do they owe us money?

31. Is it worth the effort? ROI - Client Service (continued) Personal Touch You are my only client I know everything about you - including who else in my firm knows you Better Communication Email Legal Alerts Management Updates Seminar Invitations

32. Is it worth the effort? Ford & Harrison Thinks So! Business Intelligence helps meet more demanding client expectations of faster service for lower fees Business Intelligence helps support future firm growth Our Future Plans include expanding BI Detectives Alerting System Developing More Reports in HandShake Portal Integration Full text Searching Capability Refinements in User Interface and Content Delivery Information Bridge Framework

33. Questions? MGALLAGHER@FORDHARRISON.COM DHORTON@HANDSHAKESOFTWARE.COM THANK YOU!