Business IntelligenceWhat is it? Why you need it

Mike Gallagher, Ford & HarrisonDoug Horton, Handshake Software, Inc

Business IntelligenceRapid access to actionable informationIncludes:Financial InformationContactsDocumentsE-MailLegal Research & More

Business IntelligenceOverlap & ConvergenceKnowledge ManagementCustomer Relationship Management (CRM)Business Performance Management (BPM)Context of Information is Essential

Why Business Intelligence?Better decisions with greater speed and confidenceRecognize and maximize firms strengthsShorten marketing effortsImprove customer relationshipsAlign effort with firm strategyImprove revenue and profit

Elements of Business IntelligenceData GatheringInformation captureAnalysisUnderstanding the context of information DistributionTimely delivery to the right people who can act on it

Data GatheringExisting Systemscube approachData warehouseIntegration technologies

AnalysisReporting ToolsProprietaryExcelWeb-basedUser-definedPaper-basedSlice and dice

DistributionPortals/IntranetsMicrosoft SharePoint InterWoven Worksite 8.0LawPortPlumTree LexisCustom Web-Pages/Intranets

DistributionE-MailProactiveDrill down analysisAdobe PDFFreezes the point in timePaper

Why Business Intelligence FailsFailure to recognize the breadth of the problem (not just financial system)No Top Down supportLack of standardize procedures or processesBad quality of information Dirty DataComputer systems impede rather than enhance BI efforts

Ford & Harrison LLPMike GallagherDirector of Information Systems

Ford & Harrison LLPNational Labor & Employment Firm Representing Management11 OfficesGrowth through mergers

Business IntelligenceFord & Harrisons approach to providing business information to lawyers and staff. What are the challenges in delivering Business Intelligence?

BackgroundFinancial System Aderant (CMSOpen)Records ManagementDocument ManagementHummingbird PCDOCs document library in each office locationContact Relationship ManagementHandshake

BI Software ObjectivesContact Relationship ManagementHigh level of IntegrationProvide access to financial information, documents, emails, contacts, stored images and legal research through a BI interfaceNative Application SecurityFamiliar User InterfaceCustomizable Role and Matter Centric ViewsEasy Deployment and AdministrationOpen ArchitectureRoad Warrior AccessibilityReal-time information

HandShakeContact Relationship ManagementNative Handshake Contacts and CMSOpen ContactsLinked to Clients and MattersLinked to Firm Members Known BysAffiliationsActivity TrackingAttended Firm SeminarSocial InvitationMailing ActivitiesChange AuditsRepresentative Contact TypesArbitrators, Alumni, Help Wanted, Prospective Client, Media-Broadcast, Referring Attorney, Expert Mail Lists Firm Lists & Personal ListsPractice Group NewslettersLegal Alerts

Contacts Screen

HandShake (continued)Document Management SystemPCDOCs profile information data warehousedMatter Centric Email delivered through PCDOCsApplication IntegrationOutlook contacts push/pull with Handshake databaseData exports to Excel and Word merge filesQuickImage PDF bills available through HandShakeHandShake Contacts available from within Word through Legal MacPac IntegrationEcopy Images Adobe PDF files available through PCDOCs integrationInternet Content Available through saved links

HandShake - Financial SystemStatic ReportsAccess Produces Custom Reports in PDF format as a scheduled taskReports are refreshed in PCDOCs maintaining native securityOne click access to report from web interfacePCDOCs Profile InfoStatic Reports

HandShake Financial SystemReal Time Access to Financial InformationPoint & ClickCustomize Data Fields, Filter, Sort and Save SearchDrill Down to Low Level Details

HandShake Financial SystemReal Time ReportingBy By ReportingRoll Band Totals Up or DownSummary or Low Level DetailUser Selectable Report Fields

Handshake Financial SystemIntegration with ExcelWith Formulas!Integration with CMSOpen Records Management Module

Delivery Challenges - Firm CommitmentTrue 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 phaseLaunched HandShake with a live demo Required lawyers to attend a one-hour basic functionality training sessionCertified Training for CLE credits where allowedSupported champions of the technology in their efforts to Spread the GospelSurveyed users to see where to focus training and how to improve usability

Delivery Challenges - Data IntegrityData, Data, DataCleansing DataHidden Financial Information EXPOSED!New Fields and RelationshipsMaintenance of Contact InformationNot a Project but a Way of Life

Delivery Challenges - TrainingCan you have too much of a good thing?Integration, Sorting, Filtering, Exporting, Drilling Down, Exploring, Customization, and Learning about Financials can be Overwhelming and IntimidatingRe-focused Training from generic navigation into granular Areas of Interest requested in surveysTeach in Small ChunksTeach 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 informationIncreased demand for related trainingExporting HS data to Excel created demand for Excel training

Delivery Challenges - System PerformanceGood News Bad NewsIncreasing acceptance of BI systemCMS financial server performance degrades to a crawl

Delivery Challenges - Best PracticesTrue 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 PublicNew Business Compensation FactorI knew him firstContact Responsible Attorney or Contact Clerk?New Rules - Cross SellingContact Change Auditing

Is it worth the effort?ROI - Administrative ImprovementsReduced redundancy in mailings saves postage (and embarrassment)Reduced labor and paper costs for financial reportsOn-line financial information lowers number of calls to accounting and increases lawyer efficiencyBetter practices for data entry higher quality dataBetter Collections

Is it worth the effort?ROI - Client DevelopmentTarget MarketingI.E. Hospitality Contacts in the Tampa Metro AreaActivities tracking (Whats Working Whats Not)On Demand Access to Contact InformationIts all about relationships - Who do we know?

Is it worth the effort?ROI - Client ServiceBetter Decision MakingWho is the best ArbitratorBetter Case ManagementFosters CollaborationWho 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 TouchYou are my only clientI know everything about you - including who else in my firm knows youBetter CommunicationEmail Legal AlertsManagement UpdatesSeminar Invitations

Is it worth the effort?Ford & Harrison Thinks So!Business Intelligence helps meet more demanding client expectations of faster service for lower feesBusiness Intelligence helps support future firm growthOur Future Plans include expanding BIDetectives Alerting SystemDeveloping More Reports in HandShakePortal IntegrationFull text Searching CapabilityRefinements in User Interface and Content DeliveryInformation Bridge Framework

Questions?MGALLAGHER@FORDHARRISON.COMDHORTON@HANDSHAKESOFTWARE.COM

THANK YOU!