microsoft + legal360 - microsoft dynamics 365 | microsoft ......• predictive analytics •...

Microsoft + Legal360Changing the Way Law Firms Think About CRM

Today’s Speakers

Andy YeomansEVP, Business Development

Orange County, CA+1 949-916-6769

AndyY@saglobal.com

M.W. “Whit” McIsaacPresident Legal360

CEO, SAGlobal Americas.Atlanta, GA

+1 770 262-9100WhitM@saglobal.com

Wendy FeldmanBusiness Development Director

Baltimore, MD+1 410 984-5543

WendyF@saglobal.com

• World’s leading provider of Microsoft Dynamics 365 solutions to law firms• Focused on legal business development, practice management, and HR solutions• 25 years of law firm business development experience

Our Business

• Integrated ERM, marketing, business development and relationship intelligence • Built on the industry-leading Microsoft Dynamics 365 CRM platform• Fully integrated with your existing Microsoft investments (Outlook, Office, etc.)• Thomson Reuters BDP Migration Program for BDP clients

Our CRM Solution

• Fastest growing business development platform in the legal industry• 9-time Microsoft industry and global Partner of the Year • Top 1% of Microsoft partners worldwide

Our Success

Legal360 At-a-Glance

The legal industry’s most comprehensive business platform

Legal360 Industry Layer

Microsoft Technology Platform, Office Integration, Mobility, Advanced Intelligence (Power BI, BYOD)

Microsoft Dynamics 365 Intelligent Business Applications

Legal360 Solutions for Law Firms

MARKETING

LIST MANAGEMENTEMAIL MARKETING

EVENT MANAGEMENTSOCIAL

SURVEYSMARKETING ANALYTICS

BUSINESS DEVELOPMENT

CLIENT/INDUSTRY TEAMSBD PLANS

REFERRAL TRACKINGPURSUIT MANAGEMENT

CASE/MATTER INFORMATIONEXPERIENCE TRACKINGDOCUMENT ASSEMBLY

BD ANALYTICS

ERM

CLIENTS & CONTACTSAUTOMATED DATA HARVESTING

CRM DATA CONTRIBUTIONRELATIONSHIP CONNECTIONSDATA QUALITY MANAGEMENT

HIGH-VALUE CONTACTSRELATIONSHIP SCORING

WHO KNOWS WHO?RELATIONSHIP ANALYTICS

PRACTICE MANAGEMENT

CORE ACCOUNTINGMATTER INTAKETIME & BILLINGFIXED ASSETSPURCHASINGCOMPLIANCE

FINANCIAL REPORTINGPRACTICE ANALYTICS

TALENT

RECRUITINGONBOARDING

ADMINISTRATIVE HRPERFORMANCE

TRAININGBENEFITSPAYROLL

PEOPLE ANALYTICS

Toda

y’sAg

enda

Keynote Presentation• Why law firm CRM has struggled and why it no longer has to• The growing importance of relationships to law firm success• Challenges associated with maintaining relationship visibility• The convergence of CRM and ERM and why Legal360 works for law firms• Why next-generation relationship insights are the key to your firm’s success• Leveraging unique Microsoft and Legal360 technologies for automated

relationship intelligence

Demonstration• Dynamics 365 with pre-configured Legal360 suite

Q&A

Post-event Survey• $100 Amazon gift card drawing

Polling Question #1

How would you rate your firm’s success with CRM to date?

It’s been wildly successful at our firm

We’ve struggled getting much value out

of it

Somewhere in between

Microsoft + Legal360: Changing the way law firms think about CRM

BACKGROUND

• Artificial Intelligence

• Machine Learning

• Predictive Analytics

• Gamification

• Automated Data Harvesting and Contribution

• Business Development Plans, Pursuits & Pipeline

Even in the legal market!How Times Have Changed in Business Development

CRM is ToughEspecially in legal!

“64% of CRM Implementations don’tmeet the expectations of the business”

(Gartner reports)

45% of Legal360implementations are CRM

“re-starts” or “re-implementations”

Failure64%

Success36%

Net New55%

Re-Starts45%

• Unnatural use case scenario for lawyers (no perceived value)

• Solutions were too complicated (not a very high threshold)

• User adoption was a huge challenge

• Security and privacy were major concerns

• Limited data and concerns over data quality

• Communication challenges in multi-office, multi-practice firms

• Valuable client, matter and contact data was siloed

• Empty CRM database with limited users = (not optimal)

• Decreasing use of Outlook contact card files

Traditional CRM Challenges for Law Firms

Microsoft + Legal360: Changing the way law firms think about CRM

INCREASING IMPORTANCE OF RELATIONSHIPS

Microsoft Commissioned Law Firm Study

Survey of 9 Law Firms• 3 legacy Legal360 Implementations• 3 active Legal360 Installations• 3 firms looking to make the decision to invest

• 5 legacy InterAction clients• 2 Thomson Reuters BDP clients• 1 Cole Valley client• 1 Elite Apex client

Note: 4 month study, funded by Microsoft

Lots of Curiosity Last Year• Why is there an uptick in legal activity?• Why are firms suddenly interested in

evaluating CRM platforms?• What are the primary drivers?• What are firms looking for?

• 750 Law Firm Users • Partners, Associates, Marketing and Business Development users

• 9 Law Firms • Small, medium, large

• 14 Simple Questions and Requests for Comments• Scale of 1-5 responses

• 1 was “not beneficial” / 5 was “highly beneficial”

• Top Areas of Interest – Highest Perceived Value • Crystal clear results

• Lowest Perceived Value • Complicated areas

• Review Survey Results Graphs

Survey Responses and Analysis

Consolidated Results from 750 User SurveysResponse Breakdown by Question

# Question 1

2

3

4

5

Total

1

Allow me to find out what relationships and contacts we have within a client (i.e., who

knows whom).

0.00%

0

4.76%

1

14.29%

3

28.57%

6

52.38%

11

21

2

Allow me to track client activity to see who from “Client

Name” is communicating with specific

clients or client sectors

5.00%

1

15.00%

3

25.00%

5

20.00%

4

35.00%

7

20

3

Provide me an easier way to identify projects that have been

completed for specific clients

10.00 %

2

20.00%

4

5.00%

1

55.00%

11

10.00%

2

20

4

Allow us to coordinate the pursuit of opportunities across

offices

14.29 %

3

14.29%

3

23.81%

5

14.29%

3

33.33%

7

21

5

Provide a more simplified process to add/delete client

contacts to a marketing list or event

5.00%

1

15.00%

3

25.00%

5

25.00%

5

30.00%

6

20

6

Allow ready access to client information and contact data

from a mobile device (smartphone and tablet)

5.00%

1

5.00%

1

25.00%

5

30.00%

6

35.00%

7

20

7

Provide reporting and analysis around percentage of jobs that

“Client Name” is being awarded vs. not

being selected

20.00

%

4

20.00%

4

20.00%

4

35.00%

7

5.00%

1

20

8

Allow ready access to client contact information from a

centralized database

0.00%

0

9.52%

2

19.05%

4

19.05%

4

52.38%

11

21

86% Relationships: Employees, Contacts & ClientsWho knows who?Who is connected to who?Who has worked with who?

81%

Centralized Knowledgebase client data, matters, contacts, pursuits, activities, etc..

75% MobilityEase of use and ease of access while out of the office.

70%

Activity and Communications ReportingWho is communicating and meeting with who?

67%Easy to Use System for contributing and consuming information

Top 5 Results

• Who knows whom?• Who is connected to whom?• Who is or is not communicating with whom?• Collision and conflict avoidance!!• The Lonely Hearts Club!• Are activity patterns trending up or trending down?

The Need for Intelligent Relationships

Polling Question #2

If your firm had better access to relationship insights, do you think you could improve your

client relationship strategies?

Yes, definitely Probably not Not sure

Microsoft + Legal360: Changing the way law firms think about CRM

RELATIONSHIP MANAGEMENT CHALLENGES

Let’s Keep it Real

Lawyers are busy!• Many don’t enter contacts into Outlook, which

is where most CRM systems pick those up• Many don’t enter data into CRM

CRM has been difficult in law firms• Not user friendly• Too cumbersome to enter data

Data has been inconsistent• Garbage in = garbage out!

The Impact of Outlook Auto-Fill

Historically, CRM systems are integrated to Outlook emails via an Outlook contact card file.

The problem:Nobody creates Outlook card files anymore due to Outlook auto-fill!

And therefore contact and relationship data doesn’t make its way to CRM!

The Need for Email Signature Scraping

Q: Where is the most up-to-date contact data actually stored? CRM? Outlook card file?

Answer:An Email Signature

• ERM describes practices and tools that lead to a 360-degree view of interactions with a contact (clients, partners, industry contacts)

Introducing ERM & Relationship Intelligence

• And use algorithms (AI) to score relationship strength and identify weaknesses

• Relationship intelligence turns this data into actionable insights that your team can use to strengthen relationships, adapt pursuit strategies and win more business!

• ERM tools can:– Automatically harvest data from key business systems– From Outlook (emails, meetings, activities)– From Time & Billing software (matters, experience) – Other data sources (bios, eMarketing platforms)– Create connections throughout your firm– Who knows whom?– Who has worked with whom?

ERM + Relationship Intelligence Strategy

Legal360 Converged CRM and ERM Platform

Harvesting Contacts and Processing Relationships

• Who am I communicating with?• Should they be a contact?• eMail Signature Scraping• Data Quality Management• Keep Data Accurate• Multiple Marketing

Relationships

Monitoring Outlook Activity

• Emails out• Emails in• Appointment Invites• Appointment Confirms• Appointment Parties• Notes• Tasks• Phone Calls

Relationship and Activity Scoring

• Who is connected to Who• Who has what activity• Strength of Relationship• Aggregate Relationships by

client or practice area• Report on Relationship and

Communications Trends

ReportingAnd Dashboards

• Mobile UI• Tablet UI• Outlook UI• Dashboards• Client Snapshot• Top Contacts• Integrated Relationship

Strength

Lawyer Activity Before Automated ERM

• Employee 1 = 21 contacts• Employee 2 = 8 contacts• Employee 3 = 26 contacts• Employee 4 = 114 contacts• Employee 5 = 131 contacts

Lawyer Activity After Automated ERM

• Employee 1 = 112 contacts• Employee 2 = 52 contacts• Employee 3 = 104 contacts• Employee 4 = 168 contacts• Employee 5 = 194 contacts

The Value of Automated ERM Tools

Results• Emails scraped: 725,000+• Appointments scraped: 94,044• Potential Contacts Identified: 1,315• New Contacts Created: 422• Relationship connections created: 3,509

Benefits• Complete, centralized view of contacts• Who knows who?• Who’s talking to/meeting with who?• Less collisions • Better cross-practice/office selling• Relationship and pursuit strength

Polling Question #3

How automated are your firm’s contact harvesting and relationship

analysis tools?

Veryautomated

Not at allautomated

Somewhere in between

Microsoft + Legal360: Changing the way law firms think about CRM

THE LEGAL360 SOLUTION

The Convergence of CRM & ERM

• Account tracking• Contact tracking• Activity tracking• Lead and pursuit tracking • Experience tracking

Traditional CRM

• Relationship strength scoring• Relationship dashboardsAutomated

contact harvesting• Seamless contribution to CRM• Intelligent relationship connections

ERM

Legal360 CRM Suite - Capability Overview

• Microsoft Office integration• Embedded in Outlook• Fully mobile (online/offline)

• Power BI analytics• LinkedIn integration• Embedded workflow engine

Microsoft Platform

• Client / Industry teams• BD Plans & cross-practice “selling”• Referral tracking• Competitive tracking and analysis• Case and matter information

tracking• Experience tracking• Opportunity (pursuit)

management• Proposal and document assembly• Approvals and workflows

throughout

• Global relationship tracking• High-value contact identification• Strength of relationship “scoring”• Who knows whom?• Who’s communicating with

whom?• Relationship dashboards

• eMarketing and marketing automation integration

• List management• Marketing campaign

tracking• Event management

• Client & contact data management • Automated Outlook contact harvesting• Seamless contribution to CRM system• Intelligent relationship connections• Email signature scraping• Automated activity tracking• Real-time data change notifications• Data quality reporting & workflows• Contribution to customizable

dashboards

Pre-Configured, Customizable Dashboards

ERM Relationship Intelligence

BusinessDevelopment Marketing

Microsoft + Legal360: Changing the way law firms think about CRM

DEMONSTRATION

Integrated Marketing Tools

Manage Marketing ListsAdd Multiples ∙ Contribute Contacts ∙ Track Multiple Marketing Connections

Outlook User Interface

Capture & Track Outlook Activities to BD SystemsContacts ∙ Emails ∙ Appointments ∙ Tasks ∙ Phone Calls ∙ Full Functionality with Outlook Interface – On-Line & Off-Line

Outlook User Interface

Contribute Outlook activity into CRMClients ∙ Contacts ∙ Matters ∙ Opportunities ∙ Marketing Campaigns ∙ Attach Emails

Mobility & Surface or Tablet User Interface

Full Mobility Functionality 360° Perspective On the GoCompanies ∙ Accounts ∙ Clients ∙ Contacts ∙ Opportunities

Mobility & Surface or Tablet User Interface

Full Mobility Functionality 360° Perspective On the GoCompanies ∙ Accounts ∙ Clients ∙ Contacts ∙ Opportunities

Migration Program- Thomson Reuters BDP

• Migration Program available for Thomson Reuters BDP clients

• Support services to assist with support and modifications to BDP

• Formal migration plan to migrate to Legal360 on Microsoft Dynamics 365

• Contact us for more details!

Q&A Session

For additional information:Visit us at: www.legal360.com

Contact us:

Andy Yeomans+1 949-916-6769AndyY@saglobal.com

Whit McIsaac+1 770.285.2353WhitM@saglobal.com

Wendy Feldman+1 410 984-5543WendyF@saglobal.com

Thank You!