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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 l.jpg

Business Intelligence

What is it? Why you need it

Mike Gallagher, Ford & Harrison

Doug Horton, Handshake Software, Inc


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Business Intelligence

  • Rapid access to actionable information

  • Includes:

  • Financial Information

  • Contacts

  • Documents

  • E-Mail

  • Legal Research & More


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Business Intelligence

  • Overlap & Convergence

  • Knowledge Management

  • Customer Relationship Management (CRM)

  • Business Performance Management (BPM)

  • Context of Information is Essential


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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


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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


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Data Gathering

  • Existing Systems

  • “cube” approach

  • Data warehouse

  • Integration technologies


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Analysis

  • Reporting Tools

  • Proprietary

  • Excel

  • Web-based

  • User-defined

  • Paper-based

  • “Slice and dice”


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Distribution

  • Portals/Intranets

  • Microsoft SharePoint

  • InterWoven Worksite 8.0

  • LawPort

  • PlumTree – Lexis

  • Custom Web-Pages/Intranets


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Distribution

  • E-Mail

  • Proactive

  • “Drill down” analysis

  • Adobe PDF

  • Freezes the point in time

  • Paper


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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


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Ford & Harrison LLP

Mike Gallagher

Director of Information Systems


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Ford & Harrison LLP

  • National Labor & Employment Firm Representing Management

  • 11 Offices

  • Growth through mergers


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Business Intelligence

  • Ford & Harrison’s approach to providing business information to lawyers and staff.

  • What are the challenges in delivering “Business Intelligence”?


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Background

  • Financial System – Aderant (CMSOpen)

  • Records Management

  • Document Management

    • Hummingbird PCDOCs document library in each office location

  • Contact Relationship Management

    • Handshake


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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


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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



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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


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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


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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


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HandShake – Financial System

  • Real Time Reporting

    • By By Reporting

    • Roll Band Totals Up or Down

    • Summary or Low Level Detail

    • User Selectable Report Fields


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Handshake – Financial System

  • Integration with Excel

    • With Formulas!

  • Integration with CMSOpen Records Management Module


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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


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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


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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


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Delivery Challenges - System Performance

  • Good News – Bad News

    • Increasing acceptance of BI system

    • CMS financial server performance degrades to a crawl


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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


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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


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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?


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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?


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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


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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


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Questions?

MGALLAGHER@FORDHARRISON.COM

DHORTON@HANDSHAKESOFTWARE.COM

THANK YOU!


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