mitigate risk with new automated nbi...

Mitigate Risk with Automated New Business Intake

P l Jimmy LamPanel Jimmy LamProject Manager / DeveloperLoeb & Loeb, LLP(310) 788-7118(310) 788 7118jlam@loeb.com

Steve HeldLegal Industry Practice ManagerClarity Consulting, Inc.(312) 863-3968sheld@claritycon comsheld@claritycon.com

Joe BocardoLegal SolutionsgK2(214) 668-5296joeb@k2.com

AgendaOverview of New Business IntakeWhy automate NBI?Why automate NBI?How to get readyImplementationpTips & Gotcha’sQ&A

OVERVIEW OF NEW BUSINESS OVERVIEW OF NEW BUSINESS INTAKE

Basics of New Business IntakeBasics of New Business Intake

• Collect data about client matter parties Collect data about client, matter, parties, financials, etc.

• Obtain proper re iews & sign offs • Obtain proper reviews & sign-offs • Audit decision points/approvals• Open clients/matters in relevant systems

New Business Intake ChallengesNew Business Intake Challenges

• Thorough and fast Thorough and fast • Visibility

A• Adaptability• Data quality• Tedious forms

WHY AUTOMATE?WHY AUTOMATE?

Why Automate?Why Automate?

Challenges Automation BenefitsChallenges

• Thorough and fast • Visibility

Automation Benefits

• Defined process• Defined business rulesVisibility

• Adaptability• Data quality

Defined business rules• Notifications• Escalations

• Tedious forms • Systems integration• Mobile access

Why Automate?Why Automate?

Challenges Automation BenefitsChallenges

• Thorough and fast • Visibility

Automation Benefits

• Dashboards• Task listsVisibility

• Adaptability• Data quality

Task lists• Reports• Audit trail

• Tedious forms

Why Automate?Why Automate?

Challenges Automation BenefitsChallenges

• Thorough and fast • Visibility

Automation Benefits

• Changes are enforced• Process changesVisibility

• Adaptability• Data quality

Process changes• Business rule changes

• Tedious forms

Why Automate?Why Automate?

Challenges Automation BenefitsChallenges

• Thorough and fast • Visibility

Automation Benefits

• Lookups / type-ahead• SuggestionsVisibility

• Adaptability• Data quality

Suggestions• Spell check• Previews

• Tedious forms • Intelligent re-use• Cloning• Systems integration

Why Automate?Why Automate?

Challenges Automation BenefitsChallenges

• Thorough and fast • Visibility

Automation Benefits

• Tabs• Show/hideVisibility

• Adaptability• Data quality

Show/hide• Type ahead/re-use/cloning• Allow saving

• Tedious forms

HOW TO GET READYHOW TO GET READY

FORMS ACTIONS

CONSTRUCTING A PROCESS-BASED APPLICATION

FORMS> PAPER> INFOPATH> WEB> SHAREPOINT LISTS> ADOBE

ACTIONS> APPROVE> REJECT> DELEGATE

> ADOBE

> SAP & SIEBEL> DATABASE:SQL AND ORACLE

INFORMATION REPORTS> OUT-OF-THE-BOX> FOR BUSINESS USERS

> ELITE, LEGALKEY, ADARANT> DOCUMENTS:SHAREPOINT> NEW DATA:NEED TO CREATE

PEOPLE

> FOR TECHNICAL USERS

EVENT MONITORING> ROLES> INFORMATION EXISTS> STATE

> INTERNAL EVENTS> EXTERNAL EVENTS

POLICIES> CUSTOMER DISCOUNT> TASK DELIVERY> SLA

PROCESS

> DESIGN> ASSEMBLE> EXECUTE

> EXPENSE CLAIM LIMIT > MONITOR> OPTIMIZE

FORMS ACTIONS

CONSTRUCTING A PROCESS-BASED APPLICATION

FORMS ACTIONS

START

INFORMATION REPORTSCHANGEPROCESS

PEOPLE EVENT MONITORING

ACT2ACT1

POLICIES PROCESS

> 50001400 2000 1800

OUT OF OFFICE

START

Manage versions? Call a sub-process?

Route to a role versus a person or group?

Address different needs for different business units or STARTperson or group? different business units or

geographies?

Escalate work after a specific time?

Distribute work to a group round robin?

ConflictsReview

FinancialReview

Process work from a mobile device?

specific time? group round-robin?

Manage working hours?

Manage business logic separately from the

process flow.

Change policies/rules dynamically?

UpdateSystems

Pro Bono

process flow.

Track my workflow?Test the process before

deploying it?

Handle out of office conditions?

Delegate work to another user?

Content

Clients

OperationsContentManagement

Finance

p

HumanResources

ConflictsReview

FinanceReview

Content

New BusinessIntake

Case

Pro Bono

Management

UnmanagedContentPortals

Management

Custom SolutionsLOB Systems

Portals

IMPLEMENTATIONIMPLEMENTATION

What to ExpectWhat to Expect

• Your firm’s intake process will be deconstructed, diagrammed and detailed...

• ...in excruciating detail...

• ...and then it will change.

Essential Documents

• Process diagram(s)

• Narrative document

• D t h t• Datamap chart

SAMPLE PROCESS DIAGRAM #1

SAMPLE PROCESSDIAGRAM #2

SAMPLE NARRATIVE DOCUMENT

• Detailed narrative for each step in intake process.e a ed a a ve o eac s ep a e p ocess.

SAMPLE DATAMAP CHART

TIPS & GOTCHASTIPS & GOTCHAS

TipsTips

• Buy in from upper managementBuy in from upper management• Identify and involve all stakeholders

f• Tackle small portions first• Identify “happy path” and assess cost/benefit

of exceptions• Ask “Why?”y• Keep it simple

GotchasGotchas

• Change in cultureChange in culture• Change in roles

f N• Everyone wants a piece of the NBI pie• Every firm is different• No Magic Bullet in an automated NBI system• “Implementing Effective NBI Workflow”Implementing Effective NBI Workflow

Q&AQ&A