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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
      • 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?
    • [email_address]
    • [email_address]
    • THANK YOU!

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