Distribution Portals/Intranets Microsoft SharePoint InterWoven Worksite 8.0 LawPort PlumTree – Lexis Custom Web-Pages/Intranets
Distribution E-Mail Proactive “Drill down” analysis Adobe PDF Freezes the point in time Paper
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
Ford & Harrison LLP Mike Gallagher Director of Information Systems
Ford & Harrison LLP National Labor & Employment Firm Representing Management 11 Offices Growth through mergers
Business Intelligence Ford & Harrison’s approach to providing business information to lawyers and staff. What are the challenges in delivering “Business Intelligence”?
Background Financial System – Aderant (CMSOpen) Records Management Document Management Hummingbird PCDOCs document library in each office location Contact Relationship Management Handshake
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
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
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
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
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
HandShake – Financial System Real Time Reporting By By Reporting Roll Band Totals Up or Down Summary or Low Level Detail User Selectable Report Fields
Handshake – Financial System Integration with Excel With Formulas! Integration with CMSOpen Records Management Module
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
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
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
Delivery Challenges - System Performance Good News – Bad News Increasing acceptance of BI system CMS financial server performance degrades to a crawl
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
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
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?
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?
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
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