elt forum - toronto - 10 october 2019 · elt forum - toronto - 10 october 2019 8 • portfolio...
TRANSCRIPT
Digitizing the Customer Experience
A New Hope
ELT Forum - Toronto - 10 October 2019
ELT Forum - Toronto - 10 October 2019
○ Kalev Peekna, Chief Strategist, One North Interactive
○ Michael Dov Nogroski, Director of Practice Innovation, Chapman and Cutler LLP
○ Judith McKay, Chief Client and Innovation Officer, McCarthy Tetrault LLP
○ Amy Monaghan, Practice Innovation Manager, Perkins Coie LLP
○ Libby Evans, TD Bank
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Introductions
ELT Forum - Toronto - 10 October 2019
Chapman & Cutler LLP
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ELT Forum - Toronto - 10 October 2019
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TRANSACTIONMANAGEMENT
DOCUMENTDRAFTING
DOCUMENTANALYSIS
ELT Forum - Toronto - 10 October 2019
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• Custom web application• Build and manage closing sets• During a deal:
• Create checklist• Add final documents• Track open items
• At closing: • Automatically generate binder• Digitally distribute to clients and 3rd
parties• Post-closing:
• Quickly access and organize
TRANSACTION MANAGEMENTCHAPMAN CLOSING ROOM
ELT Forum - Toronto - 10 October 2019
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• 700+ coded templates• Complex financing documents• Capable of drafting 50+ documents
simultaneously
• 50,000+ documents generated 2018• 5x to 50x efficiency gains• Consistency• Centralization• On-demand client-facing systems
DOCUMENT DRAFTINGCONTRACT EXPRESS
ELT Forum - Toronto - 10 October 2019
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DOCUMENT ANALYSISNDA+
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• Portfolio management• Rich data capture• Business intelligence• Project tracking• Tailored for client
• Opportunity• New revenue• 35+% efficiency gains• ILTA award finalist 2018• Extensible platform
DOCUMENT ANALYSISNDA+
ELT Forum - Toronto - 10 October 2019
McCarthy Tetrault LLP
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ELT Forum - Toronto - 10 October 2019
1. Phased Approach
2. Enhance Opportunity Management
3. Enhance Matter Management
4. Wins & Learnings
Topics
ELT Forum - Toronto - 10 October 2019
Accurately capture and collaborate on:• Clients • Prospects • Opportunities; and • Other BD and marketing tacticsMeasure our success by: • Industry & Client team adoption• Lawyer adoption • Quality of the data • Proposal Wins
Communicate our Wins:• Matter intake process • Knowledge Integration• Matter ManagementMeasure our success by: • Matter process adoption• Matter awareness• Timely Client billings
Enhancing Client Experience by Utilizing Technology: A phased approach
PHASE 2Enhance Matter Management(KM Tools & Matter Module)
PHASE 1Enhance Opportunity Management
(Client Connect)
ELT Forum - Toronto - 10 October 2019
Clients
Client & Industry Planning
Identify Targets & Manage
Opportunities
Personal Planning
Chatter
Chatter Chatter
Phase 1
BD & Marketing
Tactics
Client & Market
Intelligence
ELT Forum - Toronto - 10 October 2019
Sample Opportunity Pipeline view on Desktop
ELT Forum - Toronto - 10 October 2019
Sample Mobile view – Chatter & Opportunity details
ELT Forum - Toronto - 10 October 2019
Phase 2 – Manage our Wins & Share Matter Knowledge effectively across the firm
Opportunity & Proposal
Management Win Matter
Intake
Matter Mgmt/
Knowledge Mgmt
Billing
ELT Forum - Toronto - 10 October 2019
Wins
○ Enhanced data and understanding of the client experience and market opportunities for the firm
○ The power of knowing what the firm as a whole is doing for a client
○ Firm-wide rollout completed
○ Ongoing addition of new functionality to drive adoption.
Learnings
○ Change management strategy is key – We are changing and transforming the culture and the way things have been done for years – it takes time
○ User experience and engagement is key to success – Simple, Simple, Simple with extensive functionality
○ Up-front investment with long-term view before firm feels real value
The Journey – Wins and Learnings
ELT Forum - Toronto - 10 October 2019
Perkins Coie LLP
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ELT Forum - Toronto - 10 October 2019
TD Bank
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ELT Forum - Toronto - 10 October 2019
TD's Matter Management Project
ELT Forum - Toronto - 10 October 2019
Discussion
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