2009-09 business intelligence

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Business Intelligence What is it? Why you need it Mike Gallagher, Ford & Harrison Doug Horton, Handshake Software, Inc

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Page 1: 2009-09 Business Intelligence

Business IntelligenceWhat is it? Why you need it

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

Page 2: 2009-09 Business Intelligence

Business IntelligenceRapid access to actionable informationIncludes:

Financial InformationContactsDocumentsE-MailLegal Research & More

Page 3: 2009-09 Business Intelligence

Business IntelligenceOverlap & ConvergenceKnowledge ManagementCustomer Relationship Management

(CRM)Business Performance Management

(BPM)Context of Information is Essential

Page 4: 2009-09 Business Intelligence

Why Business Intelligence?Better decisions with greater speed and

confidenceRecognize and maximize firm’s

strengthsShorten marketing effortsImprove customer relationshipsAlign effort with firm strategyImprove revenue and profit

Page 5: 2009-09 Business Intelligence

Elements of Business IntelligenceData Gathering

Information captureAnalysis

Understanding the context of information

DistributionTimely delivery to the right people who can act on it

Page 6: 2009-09 Business Intelligence

Data GatheringExisting Systems“cube” approachData warehouseIntegration technologies

Page 7: 2009-09 Business Intelligence

AnalysisReporting Tools

ProprietaryExcelWeb-basedUser-definedPaper-based“Slice and dice”

Page 8: 2009-09 Business Intelligence

DistributionPortals/Intranets

Microsoft SharePoint InterWoven Worksite 8.0LawPortPlumTree – LexisCustom Web-Pages/Intranets

Page 9: 2009-09 Business Intelligence

DistributionE-Mail

Proactive“Drill down” analysis

Adobe PDFFreezes the point in time

Paper

Page 10: 2009-09 Business Intelligence

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

Page 11: 2009-09 Business Intelligence

Ford & Harrison LLP

Mike GallagherDirector of Information Systems

Page 12: 2009-09 Business Intelligence

Ford & Harrison LLP

• National Labor & Employment Firm Representing Management

• 11 Offices• Growth through mergers

Page 13: 2009-09 Business Intelligence

Business Intelligence

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

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

Page 14: 2009-09 Business Intelligence

Background• Financial System – Aderant (CMSOpen)• Records Management• Document Management

• Hummingbird PCDOCs document library in each office location

• Contact Relationship Management• Handshake

Page 15: 2009-09 Business Intelligence

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

Page 16: 2009-09 Business Intelligence

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

Page 17: 2009-09 Business Intelligence

Contacts Screen

Page 18: 2009-09 Business Intelligence

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

Page 19: 2009-09 Business Intelligence

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 InfoStatic Reports

Page 20: 2009-09 Business Intelligence

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

Page 21: 2009-09 Business Intelligence

HandShake – Financial System

• Real Time Reporting• By By Reporting• Roll Band Totals Up or Down• Summary or Low Level Detail• User Selectable Report

Fields

Page 22: 2009-09 Business Intelligence

Handshake – Financial System

• Integration with Excel• With Formulas!

• Integration with CMSOpen Records Management Module

Page 23: 2009-09 Business Intelligence

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

Page 24: 2009-09 Business Intelligence

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

Page 25: 2009-09 Business Intelligence

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

Page 26: 2009-09 Business Intelligence

Delivery Challenges - System Performance

• Good News – Bad News• Increasing acceptance of BI system• CMS financial server performance degrades to a crawl

Page 27: 2009-09 Business Intelligence

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

Page 28: 2009-09 Business Intelligence

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

Page 29: 2009-09 Business Intelligence

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?

Page 30: 2009-09 Business Intelligence

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?

Page 31: 2009-09 Business Intelligence

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

Page 32: 2009-09 Business Intelligence

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

Page 33: 2009-09 Business Intelligence

Questions?

[email protected]@HANDSHAKESOFTWARE.COM

THANK YOU!