Client Satisfaction134

147

164

Visits 213,769 472,261 549,060 156%

Pageviews 758,342 1,411,718 1,784,498 

135%

Traditional relationship-based model. LCA handled most inquiries directly - in person and by email/phone Long turnaround times (up to two weeks)Expensive and slow support model; not extensible to regions or weekendsClients often engaging LCA too early or too late

Clients90,000 Microsoft employees worldwide

$33

$10

$1

LCA ~ 1000 attorneys & paralegals

5

Promotion

Product

Legal Client-Facing

Attorney / Paralegal

Product Manager

TM, privacy, IP, antitrust issues

Collateral3rd Party

Promotion Operator

Negotia

te T

erm

s

Document for review

3rd Party

Negotiate value

Document for review

Document request form

Document for review

Specialist Legal Staff

Document for review

Advice, coaching, rule enforcement

Public Communications

Business Employee

PR Group

PR advice

Permission form

Advice, coaching,rule enforcement

Immigration

Non-Citizen Employee

Visa issue

Program Manager

Advice, coaching, rule enforcementCollateral for review

Development Staff

Project issues

Form

Template

Unclear who should negotiate what

Confused about which LCA person to contact

Make inappropriate offers

Request legal review after promotion is already underway

Request legal review too late for event

Involve LCA too late in project, have to rush

Didn’t know to go to immigration specialist

Can’t find LCA contact for a code file

Missing / incorrect information

Supposed to go to AdLaw specialist

It’s easierfor client toask than to find

Inconsistent availability of document creation tools

So many non-legal demands, “I don’t know what my job is”

Review takes too long, miss business deadline

Contracts are saved in multiple databases

Templates hard to find, out of date, non-standard

Use Terms

NDA

Teach the client when to engage so I don’t have to keep a lookout

12

14

16

NDA, RRMT, Cascade, VCG Portal, Cloud Playbook

Official electronic record

repository for long term

retention – SharePoint

Record Center

Web Page creation, content and template maintenance, approval and refresh

Compliance driven

collaborative SharePoint

TeamSites with unified

taxonomy, search, security on prem. and in

the cloud

DMS and SharePoint

Web Content

Publishing

SharePoint Line of

Business Tools

Records Managem

ent

19

Easier for clients to find information.

Site seen as more credible.

Easier for authors to develop common items like FAQs.

Topic begins in an off-putting manner by talking about an email alias that is no longer supported

Page is a ‘wall of text.’ The fictitious names list is here somewhere… below the fold.

On the web, 79% of users don’t scroll if the information they seek isn’t evident right away.

This critical point is buried. Users skim intros, so if your main point isn’t first, it’s lost.

Topic begins by showing you the fictitious names clients can use

Clients have immediate gratification – they can see some actual names “above the fold”

1. REMOVE 2. REWRITE

2. REORGANIZE 4. RECOGNIZE GAPS

Navigation label changed from “Intellectual property” to “Patents”. Findability in usability tests jumped to 100%.

Clients started finding answers to patent questions on their own LCA noticed email decreased on this topic

Patents page visits increased 300%, indicating better findability and use

Clients enjoyed immediate answers (previously ~2 weeks; now ~2 minutes)

Patent team took time gains, re-invested in building a tool to let clients check their own patent filing status– gained even more productivity

Note how much Client Satisfaction increases as more of the website is re-engineered

Client service improvements start to

become visible

myLCA

(Personalized View)

Navigate/Search

Content Management

Knowledgebase Management

Author/Publish

Content

myLCA

(Personalized View)

Navigate/Search

Content Management

Knowledgebase Management

Author/Publish

Content

Automated Document Assembly

Chat with Legal Knowledgebase

Automated Document Assembly

Chat with Legal Knowledgebase

Leverage Moderated SME Communities

myLCA Contacts

Live Chat with Lync or Meeting

Leverage Moderated SME Communities

myLCA Contacts

Live Chat with Lync or Meeting

Submit Legal Service Request

Check Status Online

Submit Legal Service Request

Check Status Online

Content Management

Knowledgebase Management

Author/Publish Content

Content Management

Knowledgebase Management

Author/Publish Content

myLCA Info (Personalized View)

Navigate/Search

Knowledgebase

Wikis/Blogs/Forums

Contract Templates

Document/Record Repositories

myLCA Info (Personalized View)

Navigate/Search

Knowledgebase

Wikis/Blogs/Forums

Contract Templates

Document/Record Repositories

Document Assembly

Configuration (i.e. NDA, Promotions)

Document Assembly

Configuration (i.e. NDA, Promotions)

Moderate Forums/Communities

Author Blogs

Moderate Forums/Communities

Author Blogs

Triage Requests

Request Resolution

Triage Requests

Request Resolution

News, Events & Community

LCA Wall/LCATalk

Matter Management

News, Events & Community

LCA Wall/LCATalk

Matter Management

Semi-Assisted Semi-Assisted Legal ServicesLegal Services

Self Serve & Self Serve & Reachback Reachback

CollaborationCollaboration

oneLCA

WORKING WITH EACH OTHERWORKING WITH EACH OTHER

Assisted Legal Assisted Legal ServicesServices

Automated Automated Legal ServicesLegal Services

SERVING CLIENTSSERVING CLIENTS

Self-ServeSelf-Serve Automated Automated Legal ServicesLegal Services

Semi-Assisted Semi-Assisted Legal ServicesLegal Services

Assisted Legal Assisted Legal ServicesServices

LCAWeb

SERVING OUR CLIENTSSERVING OUR CLIENTS

SharePoint

Document Management System

Matter Manageme

nt

Records Center LOB Apps

LOB Apps

Document Managemen

t

Document Production Office IntegrationOffice Integration

Case/Project Consolidation

Email ManagementEmail Management

RecordsRecords

Practice Group

Case Metadata

Collaboration

Internal

ExternalExtensive SharePoint

Vendor/Solution Network

Office Integration

Email Management

Records

ClientsColleagues

Outside CounselExternal Partners

SOLUTIONS GALLERYPre-built, efficient, reusable technology solutions

TARGETED ACTIVITIES

Store & quickly find work product

Capture, share, leverage expertise

Automate tasks: client inquiries, workflow, checklists

Publish and capture knowledge for clients’ self-service

Build contracts from standardized templates & provisions

AUDIENCE