small projects with big impact - ilta.personifycloud.com€¦ · the rest of us •assemble the...
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Small Projects with Big Impact
#ILTAG72
SPEAKERS
Sheila Mennis
CRM Manager
Duane Morris LLP
Ivan Valentine
Marketing Information
Systems Analyst
Duane Morris LLP
Jessica Marlette
Knowledge
Resources Lawyer
White & Case LLP
Scott Rechtschaffen
Chief Knowledge
Officer
Littler Mendelson
Carrie Remhof
Experience &
Relationship Mgmt
Supervisor
WilmerHale
Teamwork: Marketing and Information Systems
• Routine meeting between Marketing and IS stakeholders
• Focus on Interaction CRM, but all systems up for discussion
• Address known issues, and discuss unknown ones as well
• Informal setting, everyone has the floor
Project Festivus
AIRING OF
GRIEVANCES• Time sucks
• Project starts with YOUR
grievance: something to get
excited about
• Low hanging fruit
• TPS reports
• Yada, yada, yada
FEATS OF
STRENGTH
• Client intake data entry
✓BI report imports new clients
• “Noisy” data quality tickets
✓FDAs set to override
• Manual entry of top clients
✓Top clients automatically identified
in CRM
• Alumni appearing on WKW
Reports…
FESTIVUS MIRACLES
• Alumni removed from WKW reports – by vendor!
• Greater understanding of needs, application usage, and
problem solving abilities among the respective teams
FESTIVUS FOR
THE REST OF US • Assemble the Dream Team
• Air your grievances
• Identify “Newmans!”
• Perform the Feats of Strength
QUESTIONS?
How to Increase Adoption of Your DMS
The White & Case Journey
Adoption is a Journey, Not a Destination
Q4, 2014
Launched Matter Workspaces
2015 – 2017
Various adoption efforts
Q2 – Q4, 2017
Migrating legacy folders
Efforts to Facilitate Adoption
• Communication
• Auto-create workspaces
(storage)
• Auto-profile workspaces and
documents (classification)
• Training, training, and more
training
What Were We Missing?
How to Make It Easier
• Email filing
toolbar
(storage)
• Auto-notify of
workspace
creation
(access)
Effect of Email Toolbar on Usage?
45%
79%
BEFORE AFTER
Effect of Workspace Creation Notifications on
Usage?
49%72%
BEFORE AFTER
Overall Effect of Small Projects on Adoption?
32%
71%
BEFORE AFTER
3 Tips for Achieving the Big Impact
1. Think outside the box; try
something different (e.g., pull
vs. push)
2. Capitalize on existing systems;
use what you have
3. Embed solutions into existing
routines/workflows
QUESTIONS?
LITTLER’S KNOWLEDGE DESKSCOTT RECHTSCHAFFEN – CHIEF KNOWLEDGE OFFICER
HOW THE PROCESS WORKS
Front-End
1. Attorneys or staff have a
question – on any subject:
– Legal research/Business
intel
– Firm resources
– Attorney expertise
– Work product
2. They send an email
3. They get an answer
HOW THE PROCESS WORKS
Back-End1. Service Now ticket is
automatically generated by email and categorized
2. Designated K’Desk team member takes ticket and responds or escalates
3. Answer sent to requester
4. Ticket closed in Service Now
HOW THE PROCESS WORKS
The K’Desk Team
1. Library Assistants
2. Research Librarians
3. Knowledge
Management Attorneys
4. Subject Matter Experts
(across the Firm)
TICKET SYSTEM – REQUEST TRACKING
TICKET SYSTEM - REQUEST TRACKING
TICKET SYSTEM –WORKLOAD MANAGEMENT
TICKET – SYSTEM - DATA ANALYTICS
RESULTS: INCREASED USAGE
RESULTS: FEWER ALL-ATTORNEY E-MAILS
Ongoing Marketing
Campaign – Recognition
Awards
Top Requester: most dedicated
users
Most Loyal: most loyal users
Congeniality Award: for exceedingly
kind emails
Friends of the #KnowledgeDesk: for
our biggest boosters
NEW - SELF-SERVICE PORTAL
ADVANTAGES & BENEFITS
• Information is saved for
future use
• Amount of work is tracked,
and quantifiable
• Trends in types of tickets
watched, staffing and
resources are directed as
needed
• Attorneys have a one-stop
resource
• Work is done at the right
level
• Yes, we get odd questions
(and we love them)
WHY IS IT WORKING?
• Organized and consistent training
• Teams working together in GSC
• Excellent Service
• Extended hours
• Shifting work has allowed all team members to expand their work
• Organized information
• Portal has all of the best stuff in one place
• Built on technology already available to us
• Built a useful tool that many did not know they needed
• Small cost, big pay off
• “the best thing Littler has ever done”
QUESTIONS?
8TH TIME IS THE CHARM!
Experience Management Implementation
• The Challenge: after trying this seven times prior, we kept
with the mantra to do it right this time
• Focus: Design to answer today’s questions, not a wish list for
someday
GET ENGAGED
• Included representatives from all
supporting staff groups, even
those who didn’t think they were
a part of it
• Conducted interviews with all
legal practice groups to let their
voice be heard
• Set the expectation that this will
have a mutual benefit for
everyone involved
SET THE STAGE & ASK THE RIGHT QUESTIONS
• Ask questions specific to now;
what ANSWERS are you trying to
get TODAY
• Realism vs Vision – Ask for
concrete examples of what is
being done today, not an empty
slate wish list
• Learn from the past, be candid
on what did NOT work before
WHY WILL IT WORK THIS TIME?
• Defined qualitative success
metrics
• Engaged people will make this
successful
• Defined business processes
enabled by the technology so we
will move forward into the future
CELEBRATE SMALL SUCCESSES & BUILD MOMENTUM
• Start small and celebrate small
successes
• Choose what is MOST important,
get that right, then add more
• Focused pilot group with flexible
and eager participants
• Stop waiting for perfection - try
things and fail FAST
BE REAL & MAKE IT FUN
• Provided diplomatic, credible
and practical responses – being
cautious not to overpromise
• Compromise on the “nice to
haves” – staying focused on
doing it right
• Foster a spirit of cooperation and
camaraderie among a diverse
team on this small, multi-faceted
and cross-functional project
QUESTIONS?