MarketView: Enterprise Legal Management

CHICAGO • DALLAS • HOUSTON • LONDON • LOS ANGELES • MIAMI • NEW YORK • W ASHINGTON

Mitratech | TeamConnect as featured in the Hyperion MarketViewTM Research Program

ENTERPRISE LEGAL MANAGEMENT E-BILLING AND MATTER MANAGEMENT FOR CORPORATIONS

2017

H Y P E R I O N G P . C O M

H G P R E S E A R C H . C O M

This report provided with the compliments of

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Hyperion Research and Hyperion Global Partners may work with clients to select and/or implement the solutions of vendors covered in our research. Such work is always on behalf of the client and paid for directly by the client. No remuneration of any kind is received by Hyperion Research or Hyperion Global Partners from vendors related to selections, implementations or other consulting services.

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TABLE OF CONTENTS Introduction ................................................................................................................................................................ 2

Our Research Process and Evaluation Methodology .................................................................................................. 3

VendorView™ Evaluation .......................................................................................................................................... 4 The Vendor Landscape for Enterprise Legal Management Systems .......................................................................... 6

Market Participant Vendors ...................................................................................................................................... 6 Advanced Solution Vendors ...................................................................................................................................... 8

Mitratech, Inc. | TeamConnect ............................................................................................................................ 9 Guiding Principles for Selecting and Implementing ELM Systems ........................................................................... 24

Ordering the Report .................................................................................................................................................. 26

About Hyperion Research ....................................................................................................................................... 26 About Mitratech ...................................................................................................................................................... 26

ENTERPRISE LEGAL MANAGEMENT FOR CORPORATIONS


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INTRODUCTION Welcome to the 2017 Edition of Hyperion’s MarketView Report: Enterprise Legal Management: E-Billing and Matter Management Systems.

Matter management and e-billing systems have long been generally adopted and ingrained components, in one way or another, in most mid-to-large-sized corporate law departments. However, maturity of the technology did not always ensure law departments were using it well. We’ve observed the gap between technological maturity and the effective use of operational technology begin to close, while the broader range of more scalable, configurable legal technology solutions has made efficient use of ELM solutions easier and more attainable.

That said, legal operations professionals are working ever more diligently—and effectively—to align their processes and objectives to the needs of the businesses they serve. Over the last 12-to-24 months, the legal solutions market for ELM has experienced a dramatic shift: with the rise of legal operations, and the dynamic businesses that drive it, ELM today is a customer-driven market, defined by the broad-based needs and objectives of the businesses legal operations teams partner with, and characterized by significant functional gaps to address those needs in the solutions market.

Incorporating over 500 hours of industry benchmarking, primary interviews, client references and vendor briefings, the report provides an invaluable resource for General Counsel and Legal Operations Managers to understand the leading trends in corporate legal department management, and the software solutions landscape. This Hyperion MarketViewTM Report is oriented towards the solution needs of corporate legal departments of all sizes that are seeking integrated solutions that include modern capabilities in spend management, collaboration, workflow and advanced analytics.

The focus of this MarketViewTM Report includes:

Solutions capable of global law department support Integrated solutions that address the needs of Enterprise Legal Management Workflow and advanced process management and automation capabilities Solutions specifically designed to support a collaborative ELM process Advanced reporting and analytics Modern technology approaches and design, particularly in terms of user experience, scalability and security

Comprised of over 180 pages, the report provides:

Trends in the solution market Key solution components we expect from leading solutions Identification of vendors in the solution area Review and assessment of advanced solution providers Guiding principles for selecting and implementing solutions

For additional information about this report, please contact visit the Hyperion Research website at www.hgpresearch.com, or contact us via email at [email protected].

http://www.hgpresearch.com/


mailto:[email protected]

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OUR RESEARCH PROCESS AND EVALUATION METHODOLOGY Our research process uses a structured approach that includes both primary and secondary sources. We use publicly available information, as well as proprietary research developed through our work with corporate law departments, law firms, software vendors and industry thought leaders. These resources are used to both develop our perspectives on the market and to evaluate vendors.

Our market research starts with a comprehensive market survey to identify all vendors in the solution area. The initial vendor pool is constructed from market research, including our vendor database, Internet-based research, industry trade surveys, our own market experience and our clients. All identified vendors are initially screened for inclusion based on their fit to our project objectives.

Based on our initial screening, vendors then are assigned to either the Market Participant group or the Advanced Solution group according to the following criteria:

A MARKET PARTICIPANT vendor provides capabilities in the solution area, with a focus on specific aspects of the solution or that serve a subsection of the market; the vendor may be a relatively new entry to the market or have not yet established a significant market position relative to the solution capabilities expected.

An ADVANCED SOLUTION vendor demonstrates significant strength in both product functionality and overall solution capabilities; meets or exceeds all Key Solution Components; has a strong record of client satisfaction and market share; provides a consistent flow of valuable enhancements; has a highly-regarded management team and organization; and has demonstrated financial stability.

For each advanced vendor, we engage in a more in-depth and detailed evaluation using our proprietary methodology – the VendorView™ Evaluation (see table, below). We collect information both directly from the vendor and from secondary sources. This includes publicly available marketing materials, presentations and other information. We also offer vendors an opportunity to provide us directly with information about their company, products and services through our Vendor Briefing Process. Vendors submit answers to a written questionnaire and provide our analysts with a live presentation including product demonstrations. We independently verify and corroborate vendor information wherever possible.

Customer reference calls are an important part of our process. We interview reference clients to gain perspective on use of the system and experience in working with the vendor, including the ability to meet requirements, project complexity, vendor responsiveness to support issues and other perceived strengths. In addition, we discuss with the references why they selected a vendor over other options during their competitive selection processes.

With regard to confidential information, while we may receive or be privy to confidential or proprietary information about vendors or their clients, we maintain strict confidentiality and information governance policies and do not include or otherwise disclose such information in our MarketView™ Report or briefings.

To maintain objectivity, vendors do not directly contribute or have review rights to their evaluation or the evaluations of their peers.



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Based on our collected information, we rate each vendor. Our rating considers both the capabilities of the products and of the vendors themselves in eight (8) key areas, using a 10-point scale in each category.

VENDORVIEW™ EVALUATION

PRODUCT FEATURES Support for Key Solution Components Perceived quality and refinement of features Differentiated feature(s)

PRODUCT USABILITY The “look and feel” and adherence to common UI design User experience Efficiency of navigation

PRODUCT MATURITY Maturity and completeness of features Stability and robustness of application Enhancement roadmap and history

TECHNOLOGY Technology platform standards Flexibility Robustness, scalability Development methodology

IMPLEMENTATION Implementation approach and credentials Implementation costs Hosting infrastructure (technology, security, process)

MAINTENANCE AND SUPPORT

Maintenance approach Maintenance costs Support program and approach Relative support costs, effort

COMPANY VIABILITY Market position/size Business model Organization size Financial position Long-term business prospects

MARKET VISION Demonstrated thought leadership Industry participation Competitive differentiation


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We base the product-related aspects of our VendorView™ evaluation on a standard set of features and capabilities identified as Key Solution Components (“KSCs”). We develop our KSCs based on a set of use cases, and on best practice features and capabilities expected from leading software products. The KSCs provide a consistent set of functional criteria by which we evaluate and compare vendors. The KSCs also provide a starting point for clients to develop their own requirements and selection criteria.

The VendorView™ evaluation also provides our perspectives and opinions about each Advanced Solution vendor in the marketplace. This includes our views on the important points of consideration that clients should explore in evaluating a vendor. Strengths or cautions are not necessarily considered positive or negative, but may represent areas where companies would be advised to explore and understand the vendor’s capabilities and fit.

To assist our clients to understand areas we consider of particular interest for a vendor, we may identify certain notable capabilities or features as Market Leader or Highly Innovative:

The MARKET LEADER designation recognizes capabilities that are highly differentiated in the market, and that clients have reported as surpassing expectations in delivering a high value solution. The Market Leader designation applies to truly superior features that are well established and proven, and which are considered “game changers” in the value of the solution; they are often considered leading factors in the vendor selection process.

The HIGHLY INNOVATIVE designation recognizes capabilities that are significantly novel in the solutions market. A Highly Innovative feature is one of a kind in its design, approach and/or utility; often it has been more recently introduced to the market and is likely to be followed by competitors. A Highly Innovative feature may be specialized in a narrow or specific use, or may be a broad approach that spans the solution.

Finally, for each vendor evaluation, our findings and opinions are based on market expectations and the vendor’s relative capabilities in the overall peer group of solutions being evaluated. Importantly, our evaluation looks at general, cross-industry capabilities, as well as giving special consideration to a solution’s specific capabilities in the legal industry. Clients should consider their own particular needs and requirements when evaluating their solution options, whether a given vendor is identified as a Market Participant or an Advanced Solution. Also, some vendors may be covered in other research segments and reports, and their evaluations may be significantly different in those contexts.



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THE VENDOR LANDSCAPE FOR ENTERPRISE LEGAL MANAGEMENT SYSTEMS The Enterprise Legal Management market is well populated with a broad mix of vendors. We continuously monitor the market for new and emerging solutions. Over the course of our research, we have identified over 30 solutions with some relevance to corporate law department matter management. These include solutions in related or ancilary areas that may not provide the broader, enterprise capabilities defined in this project. Vendors not included in this report may be covered in other Hyperion Research segments.

For purposes of the objectives of this MarketViewTM report, we focused our analysis on 23 products. Of these, 12 were considered to meet a limited set of the Key Solution Component criteria. These products and vendors are identified as Market Participants, and listed below with a short description. While not covered in depth here, we may cover a Market Participant vendor in our other research projects.

Ten (10) products met our project definition and the KSC criteria to a higher degree, and were further reviewed as Advanced Solution vendors using our VendorView™ Evaluation process.

We also cover an additional system in a third category of Market Notable Solutions. This technology demonstrates notable ELM capabilities worthy of note and inclusion in our VendorView™ Evaluation process yet narrowly fail to meet, for various reasons, our Key Solution Component criteria as Advanced Solutions. We cover this system separately with a complete VendorView™ evaluation at the end of this report.

MARKET PARTICIPANT VENDORS Market Participant products met our project definition and are considered to provide basic capabilities in our Key Solution Components. These vendors may be considered viable solutions for special or niche applications.

The following vendors have been identified as Market Participants (in alphabetical order):

VENDOR PRODUCT WEBSITE

ACUITY MANAGEMENT SOLUTIONS

ACUITY CONTENT MANAGEMENT www.acuityelm.com

ADVOLOGIX ADVOLOGIX PM www.advologix.com

BOTTOMLINE TECHNOLOGIES LEGAL EXCHANGE www.bottomline.com

BUSYLAMP, INC. BUSYLAMP www.busylamp.com


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COMPUTER SCIENCES CORPORATION (CSC) LEGAL SOLUTION SUITE www.csc.com/legal_solutions

CORPORATE LEGAL SOLUTIONS CASE & POINT www.corplegalsolutions.com

CORPORATION SERVICE COMPANY

E-BILLING; MATTER MANAGEMENT www.cscglobal.com

LAW DEPARTMENT DESKTOP SERVICES, LLC

LAW DEPARTMENT DESKTOP SERVICES (LDDS) www.lawdepartmentdesktop.com

LEGAL DECODER, INC. LEGAL DECODER/ LEGAL SPEND ANALYZER www.legaldecoder.com

LEGAL FILES SOFTWARE, INC. LEGAL FILES www.legalfiles.com

LSG ADVOCATOR SYSTEM ELM www.lsg.com

THOMSON REUTERS ELITE PROLAW – CORPORATIONS www.elite.com



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ADVANCED SOLUTION VENDORS Of the 23 products included in this MarketViewTM, we determine ten (10) to be Advanced Solutions. Each of these Advanced Solutions provided all or substantially all of our Key Solution Components. The Advanced Solutions are each considered highly credible solutions for integrated enterprise legal management. We encourage clients to consider their specific needs and requirements when planning their vendor evaluation process.

That said, the following vendors are our Enterprise Legal Management Advanced Solutions for 2017 (listed alphabetically):

VENDOR PRODUCT WEBSITE

doeLEGAL ASCENT™ www.doelegal.com

LEGAL SUITE GALEXY® www.legal-suite.com

LEXISNEXIS® COUNSELLINK® www.counsellink.net

MITRATECH, INC. ECOUNSEL www.mitratech.com/ecounsel

MITRATECH, INC. LAWTRAC www.mitratech.com/lawtrac

MITRATECH, INC. TEAMCONNECT www.mitratech.com/teamconnect

ONIT, INC. ONIT ENTERPRISE www.onit.com

THOMSON REUTERS THOMSON REUTERS LEGAL TRACKER www.legaltracker.com

WK ELM SOLUTIONS PASSPORT® www.wkelmsolutions.com/ products/passport

WK ELM SOLUTIONS TYMETRIX® 360° www.wkelmsolutions.com/ products/T360


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Mitratech, Inc. | TeamConnect Mitratech’s TeamConnect platform is designed to meet the highly complex operational needs of medium-to-large global legal departments. The platform serves as the hub of activity for the legal department, allowing clients to manage litigation, insurance claims, contracts, intellectual property, corporate governance, compliance matters, and virtually any other type of matter or legal team project.

Law department administrators can manage their invoicing processes and legal spend using a palette of spend management functions. These include budgeting and accrual management tools, as well as e-billing portal Collaborati, which outside law firms use to submit their invoices for review and approval.

While clients can customize and extend TeamConnect to their own unique business needs, TeamConnect’s configurable architecture, including rules, workflow and notification engines, screen design tools, and a robust API layer, support ease of ownership. Native basic DMS functionality and integrations with Microsoft Office, including Outlook, help extend TeamConnect’s reach further into different work environments.

With TeamConnect version 5.0, Mitratech offers a substantial upgrade to TeamConnect’s user interface and resultant user experience to help define the interaction with the system’s modules and functionality. The new UI draws on a responsive, HTML5 design for a unified user experience across platforms, intuitive navigation and search, easier and more configurable access to information, and a heightened ability to complete work directly through the mobile application.

TeamConnect’s breadth of functionality is backed by the “Upgrades Included” program, which ensures client-specific designs can be efficiently and sustainably implemented, administered, and updated without the normal scramble to fund necessary upgrades. Clients who implemented the system on version 4.0 or later are eligible for this program, in which upgrades are performed at no additional charge.

Deployment options for TeamConnect include on-premises, third-party hosting, and a single-tenant SaaS model. Licensing can be subscription-based or perpetual, depending on deployment model. The company offers standard and premium levels of technical support, and a Web-based self-service portal is also available to users.

In recent years, TeamConnect’s user base has grown increasingly international. Client counts for the system are accelerating in both Europe and APAC, and efforts to increase localization and extend global support resources are underway.

Mitratech began developing legal case and matter software in the 1980s, and since that time has emerged as a major developer of Enterprise Legal Management software solutions for corporate law departments. In recent years, the company has undergone considerable growth, the result of strategic acquisitions, aggressive product development, and multiple acquisitions of the company itself by private-equity firms bullish on the ELM space. In the spring of 2017, HgCapital purchased a majority share of Mitratech from TA Associates.



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Company Background

COMPANY NAME Mitratech Holdings, Inc.

ADDRESS / PHONE / WEBSITE

5001 Plaza on the Lake, Ste. 111, Austin, TX 78746 (512) 382-7322 www.mitratech.com

OFFICE LOCATIONS – HQ AND OTHER(S)

Austin, TX (HQ); Boston; Blue Bell, PA; Houston; London; Slough, UK; Swansea, UK; Melbourne

PRODUCT DEVELOPMENT LOCATION(S) – PRIMARY AND OTHER(S)

Austin, TX

NO. OF EMPLOYEES – TOTAL SOFTWARE BUSINESS

400

NO. OF EMPLOYEES – SOFTWARE DEVELOPMENT 75

NO. OF EMPLOYEES – SUPPORT 85

NO. OF EMPLOYEES – IMPLEMENTATION / CONSULTING SERVICES

Not provided

NO. OF SOFTWARE CLIENTS - TOTAL 500+ (all Mitratech ELM products)


http://www.mitratech.com/

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Product and Technology Background

PRODUCT NAME – VERSION TeamConnect 5.0 – February 2017 Completely overhauled User Interface, featuring responsive

intuitive HTML5 design Compatible with the latest browsing technology including

mobile optimizations Full revalidation of 508 compliance, among other

internationalization capabilities New convenience features for users including password reset,

custom themes, and configurable record save/edit default options

Type ahead on many types of dropdown lists for rapid selection

Personal bookmarking of any record type Enhancements to line item adjustments and reversions Drag & Drop document upload inside TeamConnect UI,

including multi-file upload Back-to-Top floating button on every application page

RELEASE HISTORY TeamConnect 4.2 – May 2016 TeamConnect 4.1 – May 2016 TeamConnect 4.0 – June 2014

NEXT PLANNED RELEASE TeamConnect next release (likely dubbed 5.1) GUI Screen Designer Tool improvements New features for Deadlines module Architectural enhancements

New TeamConnect module for release late 2017: Document Management System (DMS) Adapter

o Modular design allows simultaneously integrating multiple DMS systems, mixing systems from different vendors

o Integrates to any and all third-party DMS systems o Search documents from all integrated systems through

TeamConnect Global Search o View, upload, and create documents in external DMS

systems through TeamConnect Office Suite plug-ins



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PRODUCT DEVELOPMENT APPROACH

Mitratech’s product management team focuses on market research and trends. Mitratech includes clients in the product development process in order to ensure products meet client needs. For each major and minor software release, Mitratech Product Management assembles both an internal, cross-functional core team and a working group of clients. Before development begins, working groups are given an opportunity to review project requirements. Product management synthesizes the primary project objectives garnered from the working group’s feedback.

Mitratech employs Agile software development methodology, utilizing client input at the end of each sprint captured through Product Management and relayed to sprint teams through automated tools, such as Jira. The development process includes QA documentation and software release methodologies.

MODULES AND CORE FUNCTIONS

Matter Management Supports all legal matter types including disputes and

litigation, contracts and transactions, intellectual property or claims among others

Standard and client-defined configurations for legal disputes, transactions, advice and counsel

Global search and navigation across matters and documents Data entry wizards Automation to assign matters and generate notifications and

reminders according to specific workflows Integration with Outlook, Lotus Notes and Microsoft Office

Suite (including Word, Excel and PowerPoint) Configurability and Security Settings Clients use preconfigured screens or can use a configurable

screen designer to design custom screens, views and fields. Administrators can control visibility on a per-record or per-user basis

Fully configurable fields Ability to add custom fields to capture information important to

the individual legal department Native ad hoc or scheduled reports through TeamConnect’s

native reporting engine


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Configurable home pages can be customized to show each team member role- and project-relevant data

Integrates with third-party reporting engines, including Business Objects, Cognos, Tableau and Microstrategy

Reports and dashboards can be shared with appropriate users based on permissions

E-Billing (Collaboration) Ability for law firms to self-supply timekeeper profile and rate

information, allowing legal staff to make selections and approve rates

Automatic translation of any manual and LEDES format used by law firms into a single complete invoice form; formats include LEDES 2000, XML 2.0 and XML 2.1 as well as LEDES98 and 98BI

Ability to handle multiple currencies Automatic invoice checking and adjustment against approved

rates. Automatic notification to staff of billing discrepancies and approval requests based on firm, matter, milestone or invoice amount

Approval of invoices on the go with the TeamConnect mobile application

Audit trail of all modifications including approvals, reviews, adjustments and rejections

Two-way integration with all leading A/P systems Financial/Spend Management Creation of budgets upon matter creation. TeamConnect’s

budgeting capabilities allow individual clients to use multiple budgeting methodologies, nonstandard fiscal years, enhanced accruals and budgeting down to the phase and task level

Requirement for firms to set up and update budgets before beginning work, then collaborate on budgets through a secure e-billing portal

Tracking and reporting on matter budgets by time period or matter phase, tracking accruals, actuals and sending milestone notifications

Centrally stored law firm profiles Pre-configured alternate fee arrangements (AFA) module that

seeks to reduce outside counsel spend while making firms more efficient

Invoices are automatically in compliance with negotiations, while savings are tracked and reported to improve results



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Assessment over time that allows staff attorneys to optimize firm and timekeeper selection

Document Management Ability to centrally track files stored locally and via remote

sources such as third-party DMS systems, file rooms and intranet portals locally, and related matter/case information

Out-of-the-box capability to associate documents with individual matters or matter types

Security configured in the system fully extends to document management

Full-text searching Version control with complete audit trail Drag-and-drop, multifile upload through the browser Support for audio/video document types The ability to store user-defined templates for standard forms,

letters and reports Flexibility of customization by users through the inclusion or

deletion of data elements Ability to mail-merge names and addresses into standard

forms, letters and notices The ability to easily package various documents related to a

matter or an invoice Business Process Management The core platform, TeamConnect Enterprise, strives to be a business process management solution for legal and compliance departments. Business rules and workflow engines allow the configuration of the system to best fit specific business needs and requirements.

Comprehensive architecture that provides a foundation from which to develop best practices against specific workflows and business processes driven by each organization

Flexibility to change workflow at any time without disturbing production

Native rules engine Ability to generate tasks, e-mail notifications and reminders

according to self-configured workflows and rules for each installation

Ability and experience in creation of custom applications to compliment the “Suite” into areas such as HR and others


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providing powerful “Extensibility” while utilizing the TeamConnect platform

Ability to open new matters using data entry wizards, or integrate with third-party solutions such as Service of Process

Validation and notification around the business process Ability to connect with various parts of the organization as well

as outside counsel within the TeamConnect solution through a limited view capability

Establishment of integrations to a wide array of systems within the enterprise

TECHNOLOGY “STACK” TeamConnect Modules TeamConnect Office Suite Legal Hold Data Warehouse (enables advanced reporting) Calendar management with TeamConnect Deadlines

(automated feature; integrates with Aderant’s CompuLaw system)

Service of Process AP Link (integrates with most accounts payable systems) Single Sign-On (Using SAML)

SYSTEM LOCATION Java Technology Stack Java EE framework (MVC) – Java 7/Java 8 Support for WebLogic 11g/12c, WebSphere 8.5.5, Tomcat

7/8.5 needs JSTL 1.2 Oracle 11gR2/12cR1; SQL Server 2012/2014R2 Browser agnostic

INTERFACES Options include: Dedicated application, installed on-premises Dedicated application, hosted (third-party, tier 1 hosting

partner) Full SaaS single-tenant, separate schema application

SECURITY MODEL AND ARCHITECTURE

Provides defined APIs for Single Sign-On, DMS, financial and accounts payable systems, enterprise e-mail and third-party reporting and analytics solutions. Interfaces are typically designed as Web services.



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CERTIFICATIONS OR OTHER ACCREDITATION

Comprehensive Information Security and Risk Management Program

Risk assessment, risk governance, IT risk assessment of business partners

Review of full range of assets (people, processes, data and technology)

Review of full range of threats (malicious, natural, accidental, business changes)

Risk scoping, risk context, risk training plain, and risk evaluation criteria

Security Incident and Notifications Clear and Transparent Incident Management Process Exceeding all Government and Regulatory requirements with

Security Incident Management (less than 24-hour notification of any likely incident)

License Model and Implementation Services

LICENSE MODEL Subscription (for hosted delivery) or perpetual (for on-premises delivery).

LICENSE CALCULATION Pricing model is dependent on an assessment of various factors: user count, modules purchased, length of term, spend through the e-billing portal, number of matters and other consumption-oriented factors related to use.

CHARGES TO LAW FIRMS/OTHER VENDORS

Law firms are charged based on invoice spend volume for their use of Collaborati, Mitratech’s e-billing platform which supports more than 12,000 vendors.

MAINTENANCE FEES Maintenance fees are included in all subscriptions. Annual maintenance agreements are sold for perpetual license purchases (offered for on-premises installations).

Mitratech’s “Upgrades Included” Program provides a package of defined upgrade services alongside standard maintenance and support agreements for TeamConnect clients.


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ASP OR HOSTING – COSTS AND OPTIONS

Costs based on Licensed Users Storage Options include: Non-Production Environments, and

Cold or Warm Disaster Recovery Nearly 100% availability in the preceding 12 months Optimized environment, tuned specifically for TeamConnect Hosting facilities in the U.S., Europe and APAC 24x7x365 support/maintenance for hosting infrastructure

CUSTOMER SUPPORT – COSTS AND OPTIONS

Customer support is included in maintenance fees and subscriptions. This generally includes up to 24/5 technical support for users, with a tiered offering to allow clients to choose the right level based on implementation requirements. Standard Support – Mitratech offers standard support

Monday – Friday from 7 a.m. to 7 p.m. Central time. Primary support is based at Mitratech’s headquarters in Austin, TX. There are dedicated support teams for TeamConnect and for law firms and other vendors that utilize e-Billing. Mitratech's response time varies depending on the severity of the issue. Mitratech rates severity according to five defined levels with specific response time goals attached to them ranging from critical faults with a 24-hour response mandate for all clients and two-hour response mandate for urgent issues. All ELM clients are aware of our Service Level Agreements through their contracts and support handbook, and have complete visibility of any reported cases through our client web portal.

Premium Support – Enhanced services are available with the Premium Support plan. These programs include all of the services of standard support, along with 24/5 availability for phone, email, and portal support.

Client Web Portal – Mitratech provides self-service through an online client Web portal. This tool streamlines support to easily create and track support cases. It also provides access to a knowledge base containing support articles and links to past client “tips and tricks” Webinars. In addition, clients are able to influence future versions of TeamConnect and submit ideas for consideration in future product releases.

IMPLEMENTATION SERVICES Implementation costs use a Time and Materials model and are derived from client requirements estimated during scoping sessions. Mitratech also works with the client’s IT resources and/or third-party implementation consultants. Full-service law firm implementation is included in the annual subscription for e-billing.



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USER TRAINING Mitratech offers a host of training options, including end-user and system-administrator trainings. Instructors are available for on-site client training courses and regional training courses.

For final end-user training, Mitratech encourages a “train the trainer” method, which is the most cost-effective approach for the client. For train the trainer, Mitratech prepares materials with all client-specific configurations and processes. Training is conducted with the core client project team or other client internal resources. Custom end-user training can be administered as part of the services engagement if desired.

PROFESSIONAL SERVICES Mitratech’s Professional Services Team leverages experience from its tenured staff of professionals to deliver solutions, service, training and support. Specific value is provided to clients by:

Identifying the business process changes that will support the "To-Be" environment in parallel with developing the initial TeamConnect design

Providing a team that specializes in business process analysis and technical design for TeamConnect

Providing an approach tailored to specific needs with Subject Matter Experts ("SME") who have relevant skills, training, certifications and recent experience

USER CONFERENCES – NATIONAL AND REGIONAL

Mitratech has an active user community that engages formally via two Mitratech facilitated events. First, Interact is Mitratech’s client conference, bringing global clients, partners, and Mitratech staff together for networking, learning, and best-practice sharing in a multi-day event. Every year, Mitratech also holds Best Practice Forums at client sites. There are typically 10 to 15 different locations – including New York, London, and Perth–that bring together clients that are geographically close to one another.


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VendorView™ Evaluation With its release of TeamConnect 4.0 in 2014, Mitratech introduced new levels of front-end configuration and control over how clients could design and interact with the tool. Now, with the release of version 5.0 early in 2017, Mitratech focuses on the user experience to multiply the system’s horsepower for large enterprise-level corporate law departments. Even as upgrades to this newest UI-improved version begin rolling out, TeamConnect, driven by aggressive development and a holistic vision of ELM in recent years, is one of the leading systems serving the enterprise market.

TeamConnect is known for high degrees of customizability, flexibility, and reliability, allowing users to scale the system to handle large volumes and variances of matter and spend data. The current version supports a full spectrum of law department use cases through widely available “wizards” and dropdown menus to configure matter-specific templates. TeamConnect's sheer breadth of features helps it stand out among competitors. Modules for legal hold, service of process, calendar management (via an integration with Aderant Deadlines), and linking to accounts payable systems, among others, help extend the capabilities of the system to cover end-to-end legal operations. While TeamConnect does not offer full Contract Lifecycle Management, the system does offer native document-generation, metadata-management, and document-comparison tools, which allow for basic contract management capabilities.

TeamConnect once lagged in the resources it put towards developing its invoice and spend management functionality compared to its longstanding, mature matter management capabilities. In recent years, though, Mitratech has substantially increased development of its spend-focused tools. For instance, TeamConnect now has the ability to complete the tendering process for selecting outside law firms within the system. The system allows admins to put an invoice on hold if the budget threshold for the related matter is reached. TeamConnect offers three out-of-the-box options for reversing accruals, including the ability to reverse before the invoice is actually submitted, as well the ability to perform partial or full reversals.

On e-billing, Collaborati, the e-billing portal used in conjunction with Mitratech’s core ELM products, is now a more prevalent player in the market following Mitratech’s acquisition of Bridgeway (bringing with it existing eCounsel and Law Manager clients who previously used Corridor). This prevalence is important, especially in light of a major revenue-model change that now charges a fee to the highest-volume (by dollar amount) law firm users of the system. Users of Collaborati now have the ability to convert invoice currencies within the system, and localization/international capabilities have been enhanced. However, Collaborati has some distance to cover before it truly supports global legal e-billing; for example, the Collaborati portal does not support international rules-based validations. Although an integration remains aspirational, the company does plan to introduce functionality from Viewabill, the progressive spend analytics tool it purchased in 2016, into the system. The Viewabill technology allows users to analyze pre-submission invoice data in nearly real time, something that promises to reduce the volume of rejections, adjustment, and surprises.

As mentioned, TeamConnect 5.0 introduces expansive user experience enhancements. A responsive HTML5 interface helps users manage a unified experience across platforms, including on mobile devices. Subtle new touches, such as the ability to configure the information displayed in hover-overs, help make data more accessible to users and reduce clicks. The system is generally more intuitive, and access to data is easier and simpler with a new self-described “Amazon-like” search experience.



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TeamConnect’s business-intelligence, reporting, and analytics features, however, give us some pause: while allowing for deep dives into data, the capabilities remain virtually unchanged from version 4. Mitratech continues to rely on industry partnerships and third-party tools for reporting and analytics. In a market characterized by effusive demands for metrics, visualizations and sophisticated dashboard models, Mitratech may face increasing pressure to demonstrate business intelligence features and maturity in support of operational initiatives.

As a heavily customizable system marketed to the largest of corporate law departments (clients include nearly 40 percent of the Fortune 500), clients should expect an involved and complex implementation. Reference clients lauded Mitratech’s professional services and support teams, along with its network of consulting partners, for their work in ensuring smooth transitions amid buildout of extreme customizations that occasionally involve dozens of integrations with third-party systems worldwide (TeamConnect has continued to develop its API layer to support a higher number of out-of-the-box system integrations). To build on its efforts to foster strong relationships with enterprise clients, Mitratech now offers free upgrades to users installed on version 4.0 or higher (provided those clients follow a company-endorsed set of best practices during the initial implementation). TeamConnect, like other systems, can still be installed via a traditional on-premises set-up, but has seen a substantial increase in hosting as acceptance of the cloud continues to grow.

One of the things that distinguishes Mitratech from its competitors is its espoused worldview of ELM. Management contextualizes the discipline as part of a larger Governance, Risk and Compliance (GRC) universe, where risk management is perhaps as important as, or more important than, operational efficiency. To support this compliance-based focus, Mitratech has developed an “enterprise legal and risk management lifecycle” model, a visual representation of how matter and spend functionality intersects with GRC-based policies and procedures management. To date, Mitratech has purchased Bridgeway, maker of competing matter and spend management products, as well as Viewabill and, most recently, CMO and Hi-Tec, two well-known GRC solution providers. Taken together, the acquisitions could potentially guide TeamConnect’s modular and integrated, “portfolio” approach to supporting law departments as both operational and risk management centers of excellence.

In our assessment of Mitratech’s TeamConnect, the following capabilities have been given special recognition:

END-TO-END ELM LIFECYCLE MANAGEMENT: Provides a well-developed, comprehensive set of ELM modules, plus development platform for custom applications and interfaces.

CUSTOMIZABILITY: Extensive—and continually expanding—set of pre-defined templates and configuration tools; “zero code” customization; for more sophisticated law department requirements and extensibility.

UPGRADES INCLUDED: Underscoring the company’s commitment to customer loyalty, Mitratech offers users who implemented TeamConnect version 4.0 or higher service-supported upgrades to newer versions for no additional charge.


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The following is our review of Mitratech and TeamConnect according to our VendorViewTM criteria:

PRODUCT FEATURES

9

Platform model and built-in tools support high degrees of customizability, integrations, and extensibility

Breadth of features cover end-to-end legal operations Robust legal hold, service of process, claims defense functionality Native DMS and document assembly Localization and internationalization a focus as company expands global

footprint

PRODUCT USABILITY

8

New UI offers responsive HTML5 design and improved ease-of-use Homepage dashboard with graphical visualizations Broad use of “wizards” and drag-and-drop customization Mobile application now easier to use to complete work and tasks Enhancements to current Outlook plug-in planned System features promote active collaboration with external users Stagnant BI and reporting capabilities, with continued reliance on outside

partners

Mitratech | TeamConnect

FEATURES

USABILITY

MATURITY

TECHNOLOGYIMPLEMENTATION

MAINTENANCE

VIABILITY

VISION



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PRODUCT MATURITY

8

Strong reputation within the very large, enterprise-level law department market

Well-established platform model demonstrates a strong understanding of client needs

Product development more aggressive in recent years

TECHNOLOGY

7

Leading Java architecture Web services portal SSAE16 SOC2 Type 2- and SOC 3-compliant hosting TSIA certification.

IMPLEMENTATION

7

Experienced implementation methodology Continued expansion of end-user templates and configuration and

development tools “Out-of-the-box” APIs support myriad integrations Pre-defined interfaces Well-developed implementation partner program High level of complexity requires deep investments and long

implementation cycles; may be less suitable to the mid-market

MAINTENANCE AND SUPPORT

7

Unique “Upgrades Included” Program available to users who installed on version 4.0 or higher

Annual software maintenance program Live U.S. helpdesk support; global support expanding as company goes

international Dedicated client relationship managers Extensive programming for client feedback, including new Best Practice

Forums Sophisticated training program, including “train the trainer” emphasis


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COMPANY VIABILITY

8

Series of acquisitions starting in 2015 has more than doubled the size of the company

Multiple recent private-equity acquisitions (both of and by Mitratech) have raised questions and uncertainty among existing and prospective clients not only limited to management style but which products will be supported

Change in e-billing revenue model now charges law firms for invoice volume Established market presence with long-retained customers Experienced management team Well-defined, client-oriented product roadmap

MARKET VISION

8

Well-established industry thought leadership, with additional programming for sharing best-practices sharing

ELM model is built as much on compliance and risk management as traditional matter and spend management; buoyed in part by acquisition of two leading compliance companies in 2016

Acquisition of Viewabill offers promise of increased pre-submission invoice visibility; integration on roadmap

New Mitratech hosting facilities in Europe and APAC driving international expansion



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GUIDING PRINCIPLES FOR SELECTING AND IMPLEMENTING ELM SYSTEMS The review and selection of vendor partners can be a complex and time-consuming task. We recommend that clients consider the product's features and capabilities, as well as the company's strengths, in their selection process. Clients should use a comprehensive set of criteria to determine their best vendor-partner fit. These criteria should include the vendor's existing features, future product roadmap, company stability, ease of deployment and user adoption success.

To assist our clients in their ELM system selection process, we have developed the following guiding principles:

Start with a well-defined set of user needs and requirements: In reviewing the ELM market, we encourage clients to use our Key Solution Components. These should be considered a minimum set of capabilities and a starting point for developing the client's specific list. We find that many ELM selection projects lack the understanding of business processes and requirements, in sufficient detail, which are required for a successful vendor selection.

Understand the vendor's licensing model and pricing: Purchasing software involves a number of important, interrelated considerations: license type, usage scope, maintenance and support, installation location and license-fee calculation are all critical dimensions of the software purchase. We find a range of practices amongst vendors in the ELM software market. While no model is inherently advantaged or disadvantaged, licensee-purchasers are well advised to understand their vendor's approach and how this might impact their business objectives.

Closely scrutinize vendor references: The ELM market is covered by many vendors. Company size (large or small) and market reputation (good or bad) may be considerations but should not replace direct client references. References will provide added perspective, and should allow for clients to ask questions and gain better understanding of experience in working with the vendor.

Review the vendor's business plan and financial condition: The ELM market is accurately considered a niche area. Unlike other technology areas—such as ERP, CRM and financial systems—that are dominated by the likes of Microsoft, Oracle and SAP, the ELM market vendors are comparatively small. Those products operated within large companies may nonetheless be businesses of relatively comparable size to standalone ELM vendors. Clients should ask for specific financial plans regarding the ELM software business, including revenue and R&D investment.

Understand product development approach and history: While current features are important, your vendor relationship will be long term. Clients should consider the roadmap for new features and the vendor's history of new releases and its on-time record. Clients should also understand the process for defining enhancements and how they are made available. Importantly, clients should understand whether new enhancements are included as part of their license or support agreement.


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Evaluate implementation capabilities and options: The success of a new system is correlated directly to the success of its implementation and user adoption. While features drive product selection, the vendor's demonstrated experience and success in implementation is a critical consideration. This includes setup, infrastructure, configuration, data conversion and training. Clients should be open to considering in-house implementation (it may be a red flag if a vendor will not allow a client's internal resources for implementation) or the use of an external implementation consultant. No other category of technology is more manifest in its configuration of the processes that drive it—it is critical that implementation activities focus on the “use” of the system at least as equally on the “installation” of the system.



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ORDERING THE REPORT Our MarketViewTM Reports are an excellent resource for understanding the trends, leading practices and solution options available to our clients. Our goal is to impart a solid foundation of knowledge about the market so that your organization is able to achieve success in its selection and implementation process.

In addition to the written report, purchase of the MarketViewTM Report includes a 60-minute briefing session. The briefing session provides an opportunity for your team to meet with our analysts to ask questions and address their particular areas of interest.

For additional information or to order the report, visit our website (www.hgpresearch.com) or contact us at [email protected].

ABOUT HYPERION RESEARCH Hyperion Research is the industry's leading source for Legal Solutions Market Intelligence. The profession's leaders, innovators and trend-makers have come to rely on Hyperion Research as the premier provider of independent market research, analysis and advisory services. We provide unparalleled insight to the leading trends in legal strategy, operations, and technology.

We work with law departments, law firms and other legal service organizations to make intelligent, fact based decisions about how to improve their operational performance. We also work with solution providers, including software vendors, professional service groups and consultants, to better understand the latest market trends and the needs of their customers.

Hyperion's analyst-based research and bench-marking informs 8 out of every 10 practice management system selections each year.

For more information, visit www.hgpresearch.com.

ABOUT MITRATECH Mitratech is the leading provider of fully integrated enterprise legal management solutions for more than 750 global legal departments of all sizes, including almost 40% of the Fortune 500. Mitratech’s offerings include integrated matter management, e-Billing, legal hold, contracts management, entity management and compliance solutions. Mitratech clients are able to prove demonstrable value creation for their organization by automating legal workflows, improving business outcomes through actionable data and insight, increasing collaboration with external partners, and reducing overall legal spend.

For more information, visit www.mitratech.com.

This report is reprinted with permission and provided compliments of



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http://www.mitratech.com/

Documents

MarketView: Enterprise Legal Management