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Business Intelligence
What is it? Why you need it
Mike Gallagher, Ford & HarrisonDoug Horton, Handshake Software, Inc
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Business Intelligence
Rapid access to actionable informationIncludes:
Financial InformationContactsDocumentsE-MailLegal Research & More
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Business Intelligence
Overlap & ConvergenceKnowledge ManagementCustomer Relationship Management
(CRM)Business Performance Management
(BPM)Context of Information is Essential
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Why Business Intelligence?
Better decisions with greater speed and confidence
Recognize and maximize firm’s strengths
Shorten marketing effortsImprove customer relationshipsAlign effort with firm strategyImprove revenue and profit
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Elements of Business Intelligence
Data GatheringInformation capture
AnalysisUnderstanding the context of information
DistributionTimely delivery to the right people who can act on it
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Data Gathering
Existing Systems“cube” approachData warehouseIntegration technologies
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Analysis
Reporting ToolsProprietaryExcelWeb-basedUser-definedPaper-based“Slice and dice”
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Distribution
Portals/IntranetsMicrosoft SharePoint InterWoven Worksite 8.0LawPortPlumTree – LexisCustom Web-Pages/Intranets
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Distribution
E-MailProactive“Drill down” analysis
Adobe PDFFreezes the point in time
Paper
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Why Business Intelligence Fails
Failure 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
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Ford & Harrison LLP
Mike Gallagher
Director of Information Systems
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Ford & Harrison LLP
• National Labor & Employment Firm Representing Management
• 11 Offices• Growth through mergers
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Business Intelligence
• Ford & Harrison’s approach to providing business information to lawyers and staff.
• What are the challenges in delivering “Business Intelligence”?
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Background• Financial System – Aderant (CMSOpen)• Records Management• Document Management
• Hummingbird PCDOCs document library in each office location
• Contact Relationship Management• Handshake
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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
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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
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Contacts Screen
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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
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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
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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
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HandShake – Financial System
• Real Time Reporting• By By Reporting• Roll Band Totals Up or Down• Summary or Low Level Detail• User Selectable Report
Fields
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Handshake – Financial System
• Integration with Excel• With Formulas!
• Integration with CMSOpen Records Management Module
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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
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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
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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
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Delivery Challenges - System Performance
• Good News – Bad News• Increasing acceptance of BI system• CMS financial server performance degrades to a crawl
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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
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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
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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?
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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?
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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
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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