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Business Intelligence

Business Intelligence. What is it? Why you need it Mike Gallagher, Ford & Harrison Doug Horton, Handshake Software, Inc. Business Intelligence. Rapid access to actionable information Includes: Financial Information Contacts Documents E-Mail Legal Research & More.

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Business Intelligence

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  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 • 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

  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!

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