ppt day in the life of a case manager final v 2
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A Day in the Life of an Ediscovery Case Manager
June 4, 2014
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4
Michele Lange, Esq.
Nationally-recognized expert in ediscovery, computer forensics and legal technologies
Engages in industry relations, conducts legal and market research to drive Kroll Ontrack’s legal technology product and service offerings
Assists clients with integrating case strategy, from ESI preservation to litigation tactics
Co-authored the ABA book “Electronic Evidence and Discovery: What Every Lawyer Should Know”
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Why Clients Choose Kroll Ontrack
Industry’s Leading Technology Assisted Review Functionality
Most Powerful Data Processing Platform
Expertise Stemming from Ediscovery’s Inception
Largest & Most Secure Data Center
Broad Global Reach and Language Experience
Deep Loyalty Among a Premier Client List
1+TB Processed
Daily
7kFile Types
20PB of Active Data
4Data Centers on Three Continents
200+Fortune 500
90+AmLaw 100
140+Case Managers in
Every Major Geography
17+Years of Managing Ediscovery Matters
of All Sizes
30Locations
1.5mDocuments Reviewed by a Single Reviewer
14 Days
98%Projects InvolvingMultilingual Data
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Kroll Ontrack’s Client Services Team
Our People: More than 140 industry experts focused on impressing our clients with every interaction.
Our Mission: To provide unparalleled client service on every ediscovery matter, every day. Through skill, agility, and depth of industry knowledge, we partner with our clients to anticipate potential obstacles, deliver tailored solutions, and drive results.
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Discussion Overview
Relationship Building » Joe Edlund
Benefits of Having a Case Manager» Mitzie Areford
Challenging Situations» Matt Samet, Esq.
Unique Kroll Ontrack Practices» Tony Smith, Esq.
Relationship Building
Benefits of Having a
Case Manager
Challenging Situations
Unique Kroll Ontrack
Practices
Relationship Building
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Relationship Building
Benefits of Having a
Case Manager
Challenging Situations
Unique Kroll Ontrack
Practices
Breaking the Ice
Building and Maintaining the Relationship
Personalized Approach
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Joe Edlund – Case Manager
Worked in legal for over 12 years
Prior to joining Kroll Ontrack, worked for GMAC Rescap and Fidelity National Foreclosure Solutions as a mortgage litigation manager
Made a callback audition for “America’s Got Talent”
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Breaking the Ice
“This is a job, but also our lives, so let’s make it as fun as we can.”
Getting to know the client
Establishing the right relationship» Solid foundation
Be upfront!
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Building and Maintaining the Relationship
Main Objective: Take care of the client!» Active Listening
» Trust
Partnership for success » 24/7 coverage
Relationships are always evolving » Adaptable to people
The client and the case manager are in it together for the long haul
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Personalized Approach
Adaptable Thinks
“Outside the Box”
Customizes Communication
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Internal Relationships
Support System » Dedicated team of individuals
Share in the glory and also the challenging situations
Internal discussion allows the Case Managers to learn the case
Have to be able to delegate to other business units and follow up while performing multiple tasks
Case Manager
Delegator
Benefits of Having a Case Manger
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Relationship Building
Benefits of Having a
Case Manager
Challenging Situations
Unique Kroll Ontrack
Practices
Intimate Knowledge
Custom-Made Method
Problem Solving
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Mitzie Areford – Case Manager
Over 18 years of experience in the ediscovery industry
Has held the role of Coding Manager, Litigation Support Supervisor, Senior Project Manager, and Director of Operations
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Kroll Ontrack Case Managers: Knowledge
Extensive Training
6 weeks of onboard training prior to any client work
Certified on all Kroll Ontrack technology
40+ hours of capabilities and process training annually for continued education
Experience
Average Kroll Ontrack tenure of 5+ years
Average industry tenure of 9+ years
JD MBA
PMP ACEDS RCA
EnCE ACE
Intimate Knowledge
Certifications
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How Does that Help the Client?
Afraid of Technology? Not a Problem.
Case Managers:» Are a point of contact that
has a broad knowledge of media and data
» Can walk the client through the process, step-by-step, so they are comfortable with the software
» Offer one-on-one support
» Believe that there is “no such thing as a stupid question”
Meet Deadlines
Strive to Exceed Expectations
Decrease Client Stress
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Custom-Made Method
Focus on a Few Clients
Ask Questions
Know the Client’s Skill Set
Extension of the client Know each case intimately
Where do you want to be? When do you want to be there? What do you want to achieve?
Determine the type of interaction that will occur
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Problem Solving
Problem Solved
Network of People =
Network of Solutions
Ensure Everyone is on the Same
Page
Can React to Any
Situation
Point of Contact for Day to Day
Issues
Challenging Situations
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Being Proactive – Not Reactive
No Such Thing As Normal
Competing Interests
Relationship Building
Benefits of Having a
Case Manager
Challenging Situations
Unique Kroll Ontrack
Practices
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Matt Samet, Esq. – Portfolio Manager
Experience as a Case Manager and Portfolio Manager at Kroll Ontrack
Spent five years as a discovery attorney working at Willkie Farr & Gallagher LLP in NYC
Graduate of Brooklyn Law [email protected]
952-358-5386
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Being Proactive – Not Reactive
Understanding the market and the client’s needs
Always staying three questions ahead
Knowing the market is constantly changing » Evolving with new trends
Thinking outside the box to solve problems
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No Such Thing As Normal
No industry standard» Everything is custom
Working to make custom repeatable
Learning to not re-create the wheel for every new project
Normal
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Competing Interests: Account vs. Project Level
Needs do not always align
What is best for one, is not always best for the other
Big picture versus small picture
Account Level
Values
Project Level
Values
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Account Level: Big Picture Challenges
Cost and Time
Management
Knowing what the client wants
and needs to save time
Standardizing processes
across projects to save money
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Project Level: Small Picture Challenges
Third Party Tools
Unanticipated Glitches
Constantly Evolving
Production Guidelines
Unique File Types
Scope Changing Direction
Unique Kroll Ontrack Practices
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Unified Solution Teams
Project Wall
Relationship Building
Benefits of Having a
Case Manager
Challenging Situations
Unique Kroll Ontrack
Practices
28
Tony Smith, Esq. – Case Manager, Team Lead
Over 10 years of experience in the ediscovery industry
Currently serves as Team Lead for two teams of Case Managers
Graduate of Hamline University School of Law
Received CEDS certification in December [email protected]
952-906-4970
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Unified Solution Teams
Portfolio Manager
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Improves communication with clients» 24/7 coverage
» Quicker response time to clients
» E-mail alias
– Every member of Unified Solution Team included on blast emails to provide appropriate and immediate response to client’s needs while keeping entire team updated
» Hotline: 1-800-919-9235
Unified Solution Teams
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Unified Solution Teams
Improves consistency of service across a client’s varied projects
Improves capacity to address increasing case loads and smaller case sizes
Improves visibility and allows entire support team to aide client
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Unified Solution Teams
Ediscovery.com Manage Notification Center» Moment-to-moment project
status and news on activity feed
» Instant access to entire project team
» Rollup to monitor entire portfolio
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“Please review the invoice…”“I will look into this.”
“Are there any transactions on the project yet?”
“No.”
“Where is the custodian data?”
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Conclusion
A strong case manager will:» Place an extremely high value on
taking care of the client and maintaining a solid relationship
» Offer a broad knowledge of media and data and have extensive proficiency in each case
» Customize his or her approach to ensure each client achieves the ultimate goal
» Be proactive in nature and consider creative methods to solve problems
Relationship Building
Benefits of Having a
Case Manager
Challenging Situations
Unique Kroll Ontrack
Practices
