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  1. 1. Business Intelligence What is it? Why you need it Mike Gallagher, Ford & Harrison Doug Horton, Handshake Software, Inc
  2. 2. Business Intelligence <ul><li>Rapid access to actionable information </li></ul><ul><li>Includes: </li></ul><ul><li>Financial Information </li></ul><ul><li>Contacts </li></ul><ul><li>Documents </li></ul><ul><li>E-Mail </li></ul><ul><li>Legal Research & More </li></ul>
  3. 3. Business Intelligence <ul><li>Overlap & Convergence </li></ul><ul><li>Knowledge Management </li></ul><ul><li>Customer Relationship Management (CRM) </li></ul><ul><li>Business Performance Management (BPM) </li></ul><ul><li>Context of Information is Essential </li></ul>
  4. 4. Why Business Intelligence? <ul><li>Better decisions with greater speed and confidence </li></ul><ul><li>Recognize and maximize firm’s strengths </li></ul><ul><li>Shorten marketing efforts </li></ul><ul><li>Improve customer relationships </li></ul><ul><li>Align effort with firm strategy </li></ul><ul><li>Improve revenue and profit </li></ul>
  5. 5. Elements of Business Intelligence <ul><li>Data Gathering </li></ul><ul><li>Information capture </li></ul><ul><li>Analysis </li></ul><ul><li>Understanding the context of information </li></ul><ul><li>Distribution </li></ul><ul><li>Timely delivery to the right people who can act on it </li></ul>
  6. 6. Data Gathering <ul><li>Existing Systems </li></ul><ul><li>“cube” approach </li></ul><ul><li>Data warehouse </li></ul><ul><li>Integration technologies </li></ul>
  7. 7. Analysis <ul><li>Reporting Tools </li></ul><ul><li>Proprietary </li></ul><ul><li>Excel </li></ul><ul><li>Web-based </li></ul><ul><li>User-defined </li></ul><ul><li>Paper-based </li></ul><ul><li>“Slice and dice” </li></ul>
  8. 8. Distribution <ul><li>Portals/Intranets </li></ul><ul><li>Microsoft SharePoint </li></ul><ul><li>InterWoven Worksite 8.0 </li></ul><ul><li>LawPort </li></ul><ul><li>PlumTree – Lexis </li></ul><ul><li>Custom Web-Pages/Intranets </li></ul>
  9. 9. Distribution <ul><li>E-Mail </li></ul><ul><li>Proactive </li></ul><ul><li>“Drill down” analysis </li></ul><ul><li>Adobe PDF </li></ul><ul><li>Freezes the point in time </li></ul><ul><li>Paper </li></ul>
  10. 10. Why Business Intelligence Fails <ul><li>Failure to recognize the breadth of the problem (not just financial system) </li></ul><ul><li>No Top Down support </li></ul><ul><li>Lack of standardize procedures or processes </li></ul><ul><li>Bad quality of information – Dirty Data </li></ul><ul><li>Computer systems impede rather than enhance BI efforts </li></ul>
  11. 11. Ford & Harrison LLP Mike Gallagher Director of Information Systems
  12. 12. Ford & Harrison LLP <ul><li>National Labor & Employment Firm Representing Management </li></ul><ul><li>11 Offices </li></ul><ul><li>Growth through mergers </li></ul>
  13. 13. Business Intelligence <ul><li>Ford & Harrison’s approach to providing business information to lawyers and staff. </li></ul><ul><li>What are the challenges in delivering “Business Intelligence”? </li></ul>
  14. 14. Background <ul><li>Financial System – Aderant (CMSOpen) </li></ul><ul><li>Records Management </li></ul><ul><li>Document Management </li></ul><ul><ul><li>Hummingbird PCDOCs document library in each office location </li></ul></ul><ul><li>Contact Relationship Management </li></ul><ul><ul><li>Handshake </li></ul></ul>
  15. 15. BI Software Objectives <ul><li>Contact Relationship Management </li></ul><ul><li>High level of Integration </li></ul><ul><ul><li>Provide access to financial information, documents, emails, contacts, stored images and legal research through a BI interface </li></ul></ul><ul><ul><li>Native Application Security </li></ul></ul><ul><li>Familiar User Interface </li></ul><ul><ul><li>Customizable Role and Matter Centric Views </li></ul></ul><ul><li>Easy Deployment and Administration </li></ul><ul><li>Open Architecture </li></ul><ul><li>“ Road Warrior” Accessibility </li></ul><ul><li>Real-time information </li></ul>
  16. 16. HandShake <ul><li>Contact Relationship Management </li></ul><ul><ul><li>Native Handshake Contacts and CMSOpen Contacts </li></ul></ul><ul><ul><li>Linked to Clients and Matters </li></ul></ul><ul><ul><li>Linked to Firm Members – Known Bys </li></ul></ul><ul><ul><li>Affiliations </li></ul></ul><ul><ul><li>Activity Tracking </li></ul></ul><ul><ul><ul><li>Attended Firm Seminar </li></ul></ul></ul><ul><ul><ul><li>Social Invitation </li></ul></ul></ul><ul><ul><li>Mailing Activities </li></ul></ul><ul><ul><li>Change Audits </li></ul></ul><ul><ul><li>Representative Contact Types </li></ul></ul><ul><ul><ul><li>Arbitrators, Alumni, Help Wanted, Prospective Client, Media-Broadcast, Referring Attorney, Expert </li></ul></ul></ul><ul><ul><li>Mail Lists – Firm Lists & Personal Lists </li></ul></ul><ul><ul><ul><li>Practice Group Newsletters </li></ul></ul></ul><ul><ul><ul><li>Legal Alerts </li></ul></ul></ul>
  17. 17. Contacts Screen
  18. 18. HandShake (continued) <ul><li>Document Management System </li></ul><ul><ul><li>PCDOCs profile information data warehoused </li></ul></ul><ul><ul><li>Matter Centric Email delivered through PCDOCs </li></ul></ul><ul><li>Application Integration </li></ul><ul><ul><li>Outlook contacts push/pull with Handshake database </li></ul></ul><ul><ul><li>Data exports to Excel and Word merge files </li></ul></ul><ul><ul><li>QuickImage PDF bills available through HandShake </li></ul></ul><ul><ul><li>HandShake Contacts available from within Word through Legal MacPac Integration </li></ul></ul><ul><ul><li>Ecopy Images – Adobe PDF files available through PCDOCs integration </li></ul></ul><ul><ul><li>Internet Content Available through saved links </li></ul></ul>
  19. 19. HandShake - Financial System <ul><li>Static Reports </li></ul><ul><ul><li>Access Produces Custom Reports in PDF format as a scheduled task </li></ul></ul><ul><ul><li>Reports are refreshed in PCDOCs maintaining native security </li></ul></ul><ul><ul><li>One click access to report from web interface </li></ul></ul>PCDOCs Profile Info Static Reports
  20. 20. HandShake – Financial System <ul><li>Real Time Access to Financial Information </li></ul><ul><ul><li>Point & Click </li></ul></ul><ul><ul><li>Customize Data Fields, Filter, Sort and Save Search </li></ul></ul><ul><ul><li>Drill Down to Low Level Details </li></ul></ul>
  21. 21. HandShake – Financial System <ul><li>Real Time Reporting </li></ul><ul><ul><li>By By Reporting </li></ul></ul><ul><ul><li>Roll Band Totals Up or Down </li></ul></ul><ul><ul><li>Summary or Low Level Detail </li></ul></ul><ul><ul><li>User Selectable Report Fields </li></ul></ul>
  22. 22. Handshake – Financial System <ul><li>Integration with Excel </li></ul><ul><ul><li>With Formulas! </li></ul></ul><ul><li>Integration with CMSOpen Records Management Module </li></ul>
  23. 23. Delivery Challenges - Firm Commitment <ul><li>True or False – All lawyers in the firm embrace new technology. </li></ul><ul><ul><li>To encourage buy-in for the new technology we: </li></ul></ul><ul><ul><ul><li>Involved key lawyers in the requirements phase </li></ul></ul></ul><ul><ul><ul><li>Launched HandShake with a live demo </li></ul></ul></ul><ul><ul><ul><li>Required lawyers to attend a one-hour basic functionality training session </li></ul></ul></ul><ul><ul><ul><ul><li>Certified Training for CLE credits where allowed </li></ul></ul></ul></ul><ul><ul><ul><li>Supported champions of the technology in their efforts to “Spread the Gospel” </li></ul></ul></ul><ul><ul><ul><li>Surveyed users to see where to focus training and how to improve usability </li></ul></ul></ul>
  24. 24. Delivery Challenges - Data Integrity <ul><li>Data, Data, Data </li></ul><ul><ul><li>Cleansing Data </li></ul></ul><ul><ul><li>“Hidden” Financial Information – EXPOSED! </li></ul></ul><ul><ul><li>New Fields and Relationships </li></ul></ul><ul><ul><li>Maintenance of Contact Information </li></ul></ul><ul><ul><ul><li>Not a Project but a Way of Life </li></ul></ul></ul>
  25. 25. Delivery Challenges - Training <ul><li>Can you have too much of a good thing? </li></ul><ul><ul><li>Integration, Sorting, Filtering, Exporting, Drilling Down, Exploring, Customization, and Learning about Financials can be Overwhelming and Intimidating </li></ul></ul><ul><ul><li>Re-focused Training from generic navigation into granular “Areas of Interest” requested in surveys </li></ul></ul><ul><ul><ul><li>Teach in Small Chunks </li></ul></ul></ul><ul><ul><ul><ul><li>Teach skills with a deliverable as a by product of the training session. </li></ul></ul></ul></ul><ul><ul><ul><li>“ Low tech” lawyers started attending training – felt comfortable pointing and clicking to get on-demand information </li></ul></ul></ul><ul><ul><li>Increased demand for “related” training </li></ul></ul><ul><ul><ul><li>Exporting HS data to Excel created demand for Excel training </li></ul></ul></ul>
  26. 26. Delivery Challenges - System Performance <ul><li>Good News – Bad News </li></ul><ul><ul><li>Increasing acceptance of BI system </li></ul></ul><ul><ul><li>CMS financial server performance degrades to a crawl </li></ul></ul>
  27. 27. Delivery Challenges - Best Practices <ul><li>True or False – All lawyers in the Firm endorse the “common good” theory. What is good for the Firm is good for me. </li></ul><ul><ul><li>Firm Culture – To Share or Not To Share </li></ul></ul><ul><ul><ul><li>Private or Public </li></ul></ul></ul><ul><ul><li>New Business Compensation Factor </li></ul></ul><ul><ul><ul><li>I knew him first </li></ul></ul></ul><ul><ul><ul><ul><li>Contact Responsible Attorney or Contact Clerk? </li></ul></ul></ul></ul><ul><ul><ul><ul><li>New Rules - Cross Selling </li></ul></ul></ul></ul><ul><ul><li>Contact Change Auditing </li></ul></ul>
  28. 28. Is it worth the effort? <ul><li>ROI - Administrative Improvements </li></ul><ul><ul><ul><li>Reduced redundancy in mailings – saves postage (and embarrassment) </li></ul></ul></ul><ul><ul><ul><li>Reduced labor and paper costs for financial reports </li></ul></ul></ul><ul><ul><ul><li>On-line financial information lowers number of calls to accounting and increases lawyer efficiency </li></ul></ul></ul><ul><ul><ul><li>Better practices for data entry – higher quality data </li></ul></ul></ul><ul><ul><ul><li>Better Collections </li></ul></ul></ul>
  29. 29. Is it worth the effort? <ul><li>ROI - Client Development </li></ul><ul><ul><ul><li>Target Marketing </li></ul></ul></ul><ul><ul><ul><ul><li>I.E. Hospitality Contacts in the Tampa Metro Area </li></ul></ul></ul></ul><ul><ul><ul><li>“Activities” tracking – (What’s Working – What’s Not) </li></ul></ul></ul><ul><ul><ul><li>On Demand Access to Contact Information </li></ul></ul></ul><ul><ul><ul><li>It’s all about relationships - Who do we know? </li></ul></ul></ul>
  30. 30. Is it worth the effort? <ul><li>ROI - Client Service </li></ul><ul><ul><ul><li>Better Decision Making </li></ul></ul></ul><ul><ul><ul><ul><li>Who is the best Arbitrator </li></ul></ul></ul></ul><ul><ul><ul><li>Better Case Management </li></ul></ul></ul><ul><ul><ul><ul><li>Fosters Collaboration </li></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Who else is working on this matter? </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>What related documents have they created? </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><li>Are we in budget? </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Do they owe us money? </li></ul></ul></ul></ul>
  31. 31. Is it worth the effort? <ul><li>ROI - Client Service (continued) </li></ul><ul><ul><ul><li>Personal Touch </li></ul></ul></ul><ul><ul><ul><ul><li>You are my only client </li></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>I know everything about you - including who else in my firm knows you </li></ul></ul></ul></ul></ul><ul><ul><ul><li>Better Communication </li></ul></ul></ul><ul><ul><ul><ul><li>Email Legal Alerts </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Management Updates </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Seminar Invitations </li></ul></ul></ul></ul>
  32. 32. Is it worth the effort? <ul><li>Ford & Harrison Thinks So! </li></ul><ul><ul><li>Business Intelligence helps meet more demanding client expectations of faster service for lower fees </li></ul></ul><ul><ul><li>Business Intelligence helps support future firm growth </li></ul></ul><ul><li>Our Future Plans include expanding BI </li></ul><ul><ul><li>Detectives Alerting System </li></ul></ul><ul><ul><li>Developing More Reports in HandShake </li></ul></ul><ul><ul><li>Portal Integration </li></ul></ul><ul><ul><ul><li>Full text Searching Capability </li></ul></ul></ul><ul><ul><li>Refinements in User Interface and Content Delivery </li></ul></ul><ul><ul><ul><li>Information Bridge Framework </li></ul></ul></ul>
  33. 33. Questions? <ul><li>[email_address] </li></ul><ul><li>[email_address] </li></ul><ul><li>THANK YOU! </li></ul>

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