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

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

Why Business Intelligence?

Better decisions with greater speed and confidence Recognize and maximize firms strengths Shorten marketing efforts Improve customer relationships Align effort with firm strategy Improve revenue and profit

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

Data Gathering
Existing Systems cube approach Data warehouse Integration technologies

Analysis
Reporting Tools Proprietary Excel Web-based User-defined Paper-based Slice and dice

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 & Harrisons 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, MediaBroadcast, Referring Attorney, Expert Mail Lists Firm Lists & Personal Lists Practice Group Newsletters Legal Alerts

Contacts Screen

HandShake (continued)
Document Management System
PCDOCs profile information data warehoused Matter Centric Email delivered through PCDOCs 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

Application Integration

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
Static Reports
PCDOCs Profile Info

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 onehour 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 (Whats Working Whats Not) On Demand Access to Contact Information Its 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

Questions?

MGALLAGHER@FORDHARRISON.COM DHORTON@HANDSHAKESOFTWARE.COM

THANK YOU!