Embed Size (px)
Citation preview
Microsoft + Legal360Changing the Way Law Firms Think About CRM
Today’s Speakers
Andy YeomansEVP, Business Development
Orange County, CA+1 949-916-6769
M.W. “Whit” McIsaacPresident Legal360
CEO, SAGlobal Americas.Atlanta, GA
+1 770 [email protected]
Wendy FeldmanBusiness Development Director
Baltimore, MD+1 410 984-5543
• World’s leading provider of Microsoft Dynamics 365 solutions to law firms• Focused on legal business development, practice management, and HR solutions• 25 years of law firm business development experience
Our Business
• Integrated ERM, marketing, business development and relationship intelligence • Built on the industry-leading Microsoft Dynamics 365 CRM platform• Fully integrated with your existing Microsoft investments (Outlook, Office, etc.)• Thomson Reuters BDP Migration Program for BDP clients
Our CRM Solution
• Fastest growing business development platform in the legal industry• 9-time Microsoft industry and global Partner of the Year • Top 1% of Microsoft partners worldwide
Our Success
Legal360 At-a-Glance
The legal industry’s most comprehensive business platform
Legal360 Industry Layer
Microsoft Technology Platform, Office Integration, Mobility, Advanced Intelligence (Power BI, BYOD)
Microsoft Dynamics 365 Intelligent Business Applications
Legal360 Solutions for Law Firms
MARKETING
LIST MANAGEMENTEMAIL MARKETING
EVENT MANAGEMENTSOCIAL
SURVEYSMARKETING ANALYTICS
BUSINESS DEVELOPMENT
CLIENT/INDUSTRY TEAMSBD PLANS
REFERRAL TRACKINGPURSUIT MANAGEMENT
CASE/MATTER INFORMATIONEXPERIENCE TRACKINGDOCUMENT ASSEMBLY
BD ANALYTICS
ERM
CLIENTS & CONTACTSAUTOMATED DATA HARVESTING
CRM DATA CONTRIBUTIONRELATIONSHIP CONNECTIONSDATA QUALITY MANAGEMENT
HIGH-VALUE CONTACTSRELATIONSHIP SCORING
WHO KNOWS WHO?RELATIONSHIP ANALYTICS
PRACTICE MANAGEMENT
CORE ACCOUNTINGMATTER INTAKETIME & BILLINGFIXED ASSETSPURCHASINGCOMPLIANCE
FINANCIAL REPORTINGPRACTICE ANALYTICS
TALENT
RECRUITINGONBOARDING
ADMINISTRATIVE HRPERFORMANCE
TRAININGBENEFITSPAYROLL
PEOPLE ANALYTICS
Toda
y’sAg
enda
Keynote Presentation• Why law firm CRM has struggled and why it no longer has to• The growing importance of relationships to law firm success• Challenges associated with maintaining relationship visibility• The convergence of CRM and ERM and why Legal360 works for law firms• Why next-generation relationship insights are the key to your firm’s success• Leveraging unique Microsoft and Legal360 technologies for automated
relationship intelligence
Demonstration• Dynamics 365 with pre-configured Legal360 suite
Q&A
Post-event Survey• $100 Amazon gift card drawing
Polling Question #1
How would you rate your firm’s success with CRM to date?
It’s been wildly successful at our firm
We’ve struggled getting much value out
of it
Somewhere in between
Microsoft + Legal360: Changing the way law firms think about CRM
BACKGROUND
• Artificial Intelligence
• Machine Learning
• Predictive Analytics
• Gamification
• Automated Data Harvesting and Contribution
• Business Development Plans, Pursuits & Pipeline
Even in the legal market!How Times Have Changed in Business Development
CRM is ToughEspecially in legal!
“64% of CRM Implementations don’tmeet the expectations of the business”
(Gartner reports)
45% of Legal360implementations are CRM
“re-starts” or “re-implementations”
Failure64%
Success36%
Net New55%
Re-Starts45%
• Unnatural use case scenario for lawyers (no perceived value)
• Solutions were too complicated (not a very high threshold)
• User adoption was a huge challenge
• Security and privacy were major concerns
• Limited data and concerns over data quality
• Communication challenges in multi-office, multi-practice firms
• Valuable client, matter and contact data was siloed
• Empty CRM database with limited users = (not optimal)
• Decreasing use of Outlook contact card files
Traditional CRM Challenges for Law Firms
Microsoft + Legal360: Changing the way law firms think about CRM
INCREASING IMPORTANCE OF RELATIONSHIPS
Microsoft Commissioned Law Firm Study
Survey of 9 Law Firms• 3 legacy Legal360 Implementations• 3 active Legal360 Installations• 3 firms looking to make the decision to invest
• 5 legacy InterAction clients• 2 Thomson Reuters BDP clients• 1 Cole Valley client• 1 Elite Apex client
Note: 4 month study, funded by Microsoft
Lots of Curiosity Last Year• Why is there an uptick in legal activity?• Why are firms suddenly interested in
evaluating CRM platforms?• What are the primary drivers?• What are firms looking for?
• 750 Law Firm Users • Partners, Associates, Marketing and Business Development users
• 9 Law Firms • Small, medium, large
• 14 Simple Questions and Requests for Comments• Scale of 1-5 responses
• 1 was “not beneficial” / 5 was “highly beneficial”
• Top Areas of Interest – Highest Perceived Value • Crystal clear results
• Lowest Perceived Value • Complicated areas
• Review Survey Results Graphs
Survey Responses and Analysis
Consolidated Results from 750 User SurveysResponse Breakdown by Question
# Question 1
2
3
4
5
Total
1
Allow me to find out what relationships and contacts we have within a client (i.e., who
knows whom).
0.00%
0
4.76%
1
14.29%
3
28.57%
6
52.38%
11
21
2
Allow me to track client activity to see who from “Client
Name” is communicating with specific
clients or client sectors
5.00%
1
15.00%
3
25.00%
5
20.00%
4
35.00%
7
20
3
Provide me an easier way to identify projects that have been
completed for specific clients
10.00 %
2
20.00%
4
5.00%
1
55.00%
11
10.00%
2
20
4
Allow us to coordinate the pursuit of opportunities across
offices
14.29 %
3
14.29%
3
23.81%
5
14.29%
3
33.33%
7
21
5
Provide a more simplified process to add/delete client
contacts to a marketing list or event
5.00%
1
15.00%
3
25.00%
5
25.00%
5
30.00%
6
20
6
Allow ready access to client information and contact data
from a mobile device (smartphone and tablet)
5.00%
1
5.00%
1
25.00%
5
30.00%
6
35.00%
7
20
7
Provide reporting and analysis around percentage of jobs that
“Client Name” is being awarded vs. not
being selected
20.00
%
4
20.00%
4
20.00%
4
35.00%
7
5.00%
1
20
8
Allow ready access to client contact information from a
centralized database
0.00%
0
9.52%
2
19.05%
4
19.05%
4
52.38%
11
21
86% Relationships: Employees, Contacts & ClientsWho knows who?Who is connected to who?Who has worked with who?
81%
Centralized Knowledgebase client data, matters, contacts, pursuits, activities, etc..
75% MobilityEase of use and ease of access while out of the office.
70%
Activity and Communications ReportingWho is communicating and meeting with who?
67%Easy to Use System for contributing and consuming information
Top 5 Results
• Who knows whom?• Who is connected to whom?• Who is or is not communicating with whom?• Collision and conflict avoidance!!• The Lonely Hearts Club!• Are activity patterns trending up or trending down?
The Need for Intelligent Relationships
Polling Question #2
If your firm had better access to relationship insights, do you think you could improve your
client relationship strategies?
Yes, definitely Probably not Not sure
Microsoft + Legal360: Changing the way law firms think about CRM
RELATIONSHIP MANAGEMENT CHALLENGES
Let’s Keep it Real
Lawyers are busy!• Many don’t enter contacts into Outlook, which
is where most CRM systems pick those up• Many don’t enter data into CRM
CRM has been difficult in law firms• Not user friendly• Too cumbersome to enter data
Data has been inconsistent• Garbage in = garbage out!
The Impact of Outlook Auto-Fill
Historically, CRM systems are integrated to Outlook emails via an Outlook contact card file.
The problem:Nobody creates Outlook card files anymore due to Outlook auto-fill!
And therefore contact and relationship data doesn’t make its way to CRM!
The Need for Email Signature Scraping
Q: Where is the most up-to-date contact data actually stored? CRM? Outlook card file?
Answer:An Email Signature
• ERM describes practices and tools that lead to a 360-degree view of interactions with a contact (clients, partners, industry contacts)
Introducing ERM & Relationship Intelligence
• And use algorithms (AI) to score relationship strength and identify weaknesses
• Relationship intelligence turns this data into actionable insights that your team can use to strengthen relationships, adapt pursuit strategies and win more business!
• ERM tools can:– Automatically harvest data from key business systems– From Outlook (emails, meetings, activities)– From Time & Billing software (matters, experience) – Other data sources (bios, eMarketing platforms)– Create connections throughout your firm– Who knows whom?– Who has worked with whom?
ERM + Relationship Intelligence Strategy
Legal360 Converged CRM and ERM Platform
Harvesting Contacts and Processing Relationships
• Who am I communicating with?• Should they be a contact?• eMail Signature Scraping• Data Quality Management• Keep Data Accurate• Multiple Marketing
Relationships
Monitoring Outlook Activity
• Emails out• Emails in• Appointment Invites• Appointment Confirms• Appointment Parties• Notes• Tasks• Phone Calls
Relationship and Activity Scoring
• Who is connected to Who• Who has what activity• Strength of Relationship• Aggregate Relationships by
client or practice area• Report on Relationship and
Communications Trends
ReportingAnd Dashboards
• Mobile UI• Tablet UI• Outlook UI• Dashboards• Client Snapshot• Top Contacts• Integrated Relationship
Strength
Lawyer Activity Before Automated ERM
• Employee 1 = 21 contacts• Employee 2 = 8 contacts• Employee 3 = 26 contacts• Employee 4 = 114 contacts• Employee 5 = 131 contacts
Lawyer Activity After Automated ERM
• Employee 1 = 112 contacts• Employee 2 = 52 contacts• Employee 3 = 104 contacts• Employee 4 = 168 contacts• Employee 5 = 194 contacts
The Value of Automated ERM Tools
Results• Emails scraped: 725,000+• Appointments scraped: 94,044• Potential Contacts Identified: 1,315• New Contacts Created: 422• Relationship connections created: 3,509
Benefits• Complete, centralized view of contacts• Who knows who?• Who’s talking to/meeting with who?• Less collisions • Better cross-practice/office selling• Relationship and pursuit strength
Polling Question #3
How automated are your firm’s contact harvesting and relationship
analysis tools?
Veryautomated
Not at allautomated
Somewhere in between
Microsoft + Legal360: Changing the way law firms think about CRM
THE LEGAL360 SOLUTION
The Convergence of CRM & ERM
• Account tracking• Contact tracking• Activity tracking• Lead and pursuit tracking • Experience tracking
Traditional CRM
• Relationship strength scoring• Relationship dashboardsAutomated
contact harvesting• Seamless contribution to CRM• Intelligent relationship connections
ERM
Legal360 CRM Suite - Capability Overview
• Microsoft Office integration• Embedded in Outlook• Fully mobile (online/offline)
• Power BI analytics• LinkedIn integration• Embedded workflow engine
Microsoft Platform
• Client / Industry teams• BD Plans & cross-practice “selling”• Referral tracking• Competitive tracking and analysis• Case and matter information
tracking• Experience tracking• Opportunity (pursuit)
management• Proposal and document assembly• Approvals and workflows
throughout
• Global relationship tracking• High-value contact identification• Strength of relationship “scoring”• Who knows whom?• Who’s communicating with
whom?• Relationship dashboards
• eMarketing and marketing automation integration
• List management• Marketing campaign
tracking• Event management
• Client & contact data management • Automated Outlook contact harvesting• Seamless contribution to CRM system• Intelligent relationship connections• Email signature scraping• Automated activity tracking• Real-time data change notifications• Data quality reporting & workflows• Contribution to customizable
dashboards
Pre-Configured, Customizable Dashboards
ERM Relationship Intelligence
BusinessDevelopment Marketing
Microsoft + Legal360: Changing the way law firms think about CRM
DEMONSTRATION
Integrated Marketing Tools
Manage Marketing ListsAdd Multiples ∙ Contribute Contacts ∙ Track Multiple Marketing Connections
Outlook User Interface
Capture & Track Outlook Activities to BD SystemsContacts ∙ Emails ∙ Appointments ∙ Tasks ∙ Phone Calls ∙ Full Functionality with Outlook Interface – On-Line & Off-Line
Outlook User Interface
Contribute Outlook activity into CRMClients ∙ Contacts ∙ Matters ∙ Opportunities ∙ Marketing Campaigns ∙ Attach Emails
Mobility & Surface or Tablet User Interface
Full Mobility Functionality 360° Perspective On the GoCompanies ∙ Accounts ∙ Clients ∙ Contacts ∙ Opportunities
Mobility & Surface or Tablet User Interface
Full Mobility Functionality 360° Perspective On the GoCompanies ∙ Accounts ∙ Clients ∙ Contacts ∙ Opportunities
Migration Program- Thomson Reuters BDP
• Migration Program available for Thomson Reuters BDP clients
• Support services to assist with support and modifications to BDP
• Formal migration plan to migrate to Legal360 on Microsoft Dynamics 365
• Contact us for more details!
Q&A Session
For additional information:Visit us at: www.legal360.com
Contact us:
Andy Yeomans+1 [email protected]
Whit McIsaac+1 [email protected]
Wendy Feldman+1 410 [email protected]
Thank You!
