Using Client Profiles for Future Case Management

Gordon Hargrove & James, P.A. (GHJ) is a leading Florida-based civil litigation law firm, with offices in Fort Lauderdale and Orlando. The firm's 30 attorneys and 100 total staff serve clients throughout Florida and the Southeast, including Fortune 100 corporations as well as local businesses and individuals. In keeping with our mantra of utilizing state-of-the-art technologies to cost effectively deliver the highest quality client services, our firm began a comprehensive evaluation of various legal case management software applications.

After a rigorous search, which began in the fall of 2003 and involved input from key firm personnel including our IT director, paralegals, attorneys, senior managing partners, and me, GHJ's Chief Operating Officer, we selected Client Profiles as our case management solution. Since the selection, we have been able to revolutionize the way our users access, share and update information related to all cases and matters; have seen firm-wide adoption of 100%, and are realizing numerous technology-related cost savings and productivity enhancements.

Defining and Evaluating Business Needs

Having the ability to effectively support and manage our firm's rapid growth through the deployment of functional and scalable technology was the primary impetus for shopping around for a comprehensive case-management system. Before the product search and eventual selection, GHJ did not have a central case-management application in place. What did exist was a set of carefully crafted and well-documented rules, policies and procedures pertinent to saving, storing and retrieving documents electronically. The database structure was well defined, but the firm outgrew this structure as our technology needs grew.

We spent several months prior to the selection, collecting user feedback and pinpointing our collective needs and requirements. Based on existing inefficiencies, we looked for a system that could: a) house all case-related data and information in one central database, eliminating multiple data entry; b) integrate smoothly with existing technologies including financial systems, and popular Microsoft products such as Outlook and Word; c) provide a simple, easy-to-use interface that all firm users including attorneys and partners would embrace; d) reduce the time spent on information administration and maintenance while increasing our overall productivity and ability to proactively manage our work product; and e) adapt to our users' mobility needs by creating wireless and Web-based interface options.

Selection and Roll Out

Based on our comprehensive set of requirements and a formal Request for Proposal (RFP), we began our system evaluation. Our selection team relied on Web resources, vendor marketing materials, and intelligence gathering at legal industry trade shows to help narrow our search. Ultimately, what impressed us the most with Atlanta-based Client Profiles, a comprehensive, all-in-one, case management provider, was the clear product direction; the company's track record, as well as a history of 16 years of successful installs. Client Profiles offered all the technology components that fit with our firm's technology vision, and displayed a corporate culture that very closely meshed with ours. Also, we were, and remain, very impressed with the company's partnership relationship with Microsoft and the commitment to delivering future-oriented software applications based on a common Microsoft technology platform. GHJ purchased the complete Client Profiles case management product suite including, case management, scanning, imaging, workflow, Outlook Ex-change, PDAs, and full-text searching.

Our Client Profiles implementation, although delayed several months based on our firm's decision to move offices before deploying new technologies, went very smoothly including a seamless data conversion (thanks to the solid organization of our old data), and pilot roll out. After establishing a three-tiered user hierarchy to address varying skill sets and levels of administration, experienced Client Profiles application consultants helped us create custom templates and introduced best practices based on our requirements. Prior to going live with the system over a weekend this past February; Client Profiles conducted several hands-on training sessions in order to minimize usability issues and user frustration. The roll out was a success, and eight months later we have 100 users relying on Client Profiles for all their case management information needs.

Client Profiles User Benefits

Since rolling out Client Profiles in February, we have realized significant business benefits and productivity improvements among our 100 user staff:

• Firm-wide adoption: Every firm attorney, legal assistant and paralegal, utilizes Client Profiles for their case management needs. As a result, Client Profiles is the central repository for all case related information, and the starting (and often ending) point for all searches, and contacts. This translates to less time spent searching for case-related information, entering data in multiple locations, and eliminates miscommunication on complex matters involving larger internal and outside resources.
• Increased data & information accuracy: Client Profiles' centralized database and case management hub makes data entry and information retrieval seamless and very simple. The central database eliminates redundant data entries and provides accurate and consistent case information across the firm and among clients. GHJ is now able to retrieve and update information via mobile devices, the Web, at the desktop or via Microsoft Outlook (based on a unique bi-directional synchronization capability).
• New workflows; increased responsiveness: Client Profiles has enabled us to introduce new workflows to the firm without interrupting the way our users currently work and within the environments (eg, MS Outlook) they are accustomed to. For example, thanks to new scanning and imaging functionality, our road warriors are now able to stay current with incoming mail on the road, and as a result, deliver more timely client service.
• Technology as a competitive advantage: Client Profiles has turned into one of the biggest attractions for new employees, especially those that are familiar with case management technology and how it can automate daily case-related tasks. Our technology strategy has also helped us comply with request-for-proposals (RFPs) from large, corporate clients with stringent technology and litigation requirements, leveling the playing field with bigger law firms with larger technology budgets.
• Measurable productivity gains: After installing Client Profiles, we began monitoring our users and have been able to track steady increases in productivity. Within 60 days of our “GO Live” date, we measured an average 3% productivity gain per timekeeper, which has translated to a return of our initial Client Profiles investment of 4 months. Client Profiles, which is seamlessly integrated with our Orion back-end financial management system, now prompts timekeepers to enter time as they accrue it as well as follow other time entry rules, leading to more time captured in a timely and proactive manner.

The Client Profiles case management system represents a good fit for GHJ; it enables our firm to work on matters and cases more efficiently, realize measurable productivity gains, blends well with our open, collaborative firm culture, and most importantly, allows us to consistently deliver superior client service. Based on the system's robust database structure, expansive functionality, and close alignment with current Microsoft development, our firm will be able to manage all future growth and technology challenges.

Sidebar:
Keys To Successful Case Management
System Rollout and Adoption

• Never underestimate firm culture: Based on our own experience, it is critical that you understand and respect firm culture, personalities, and behavior patterns when it comes to change, especially technological change within a legal setting. Change can be best managed by consistently over-communicating your goals and plans to the entire user community, not just management or specific departments. Once you have made the decision to introduce a new technology to the firm, develop a communications and promotion plan that highlights user benefits and options, and includes detailed information on timing and training.
• Training works: Contrary to popular belief, attorneys are willing and able when it comes to technology and software training and usage. However, it is essential that you respect the attorneys' time constraints, and thoroughly understand their needs and wishes. Asking your staff to relearn ways of doing things and try out new workflows to accommodate a new software application won't win you any popularity contests.
• Look past the fluff: Just as important as firm culture and user training is your ability to align with a technology partner that is financially stable, has a well-funded product development pipeline, and works closely with other technology leaders to further develop products and services. Based on a thorough RFP process; your internal team's diligence in researching technology options; and feedback from existing clients and partners, selecting a vendor that works for your firm is very feasible.

' James Nations

Gordon Hargrove & James, P.A. (GHJ) is a leading Florida-based civil litigation law firm, with offices in Fort Lauderdale and Orlando. The firm's 30 attorneys and 100 total staff serve clients throughout Florida and the Southeast, including Fortune 100 corporations as well as local businesses and individuals. In keeping with our mantra of utilizing state-of-the-art technologies to cost effectively deliver the highest quality client services, our firm began a comprehensive evaluation of various legal case management software applications.

After a rigorous search, which began in the fall of 2003 and involved input from key firm personnel including our IT director, paralegals, attorneys, senior managing partners, and me, GHJ's Chief Operating Officer, we selected Client Profiles as our case management solution. Since the selection, we have been able to revolutionize the way our users access, share and update information related to all cases and matters; have seen firm-wide adoption of 100%, and are realizing numerous technology-related cost savings and productivity enhancements.

Defining and Evaluating Business Needs

Having the ability to effectively support and manage our firm's rapid growth through the deployment of functional and scalable technology was the primary impetus for shopping around for a comprehensive case-management system. Before the product search and eventual selection, GHJ did not have a central case-management application in place. What did exist was a set of carefully crafted and well-documented rules, policies and procedures pertinent to saving, storing and retrieving documents electronically. The database structure was well defined, but the firm outgrew this structure as our technology needs grew.

We spent several months prior to the selection, collecting user feedback and pinpointing our collective needs and requirements. Based on existing inefficiencies, we looked for a system that could: a) house all case-related data and information in one central database, eliminating multiple data entry; b) integrate smoothly with existing technologies including financial systems, and popular Microsoft products such as Outlook and Word; c) provide a simple, easy-to-use interface that all firm users including attorneys and partners would embrace; d) reduce the time spent on information administration and maintenance while increasing our overall productivity and ability to proactively manage our work product; and e) adapt to our users' mobility needs by creating wireless and Web-based interface options.

Selection and Roll Out

Based on our comprehensive set of requirements and a formal Request for Proposal (RFP), we began our system evaluation. Our selection team relied on Web resources, vendor marketing materials, and intelligence gathering at legal industry trade shows to help narrow our search. Ultimately, what impressed us the most with Atlanta-based Client Profiles, a comprehensive, all-in-one, case management provider, was the clear product direction; the company's track record, as well as a history of 16 years of successful installs. Client Profiles offered all the technology components that fit with our firm's technology vision, and displayed a corporate culture that very closely meshed with ours. Also, we were, and remain, very impressed with the company's partnership relationship with Microsoft and the commitment to delivering future-oriented software applications based on a common Microsoft technology platform. GHJ purchased the complete Client Profiles case management product suite including, case management, scanning, imaging, workflow, Outlook Ex-change, PDAs, and full-text searching.

Our Client Profiles implementation, although delayed several months based on our firm's decision to move offices before deploying new technologies, went very smoothly including a seamless data conversion (thanks to the solid organization of our old data), and pilot roll out. After establishing a three-tiered user hierarchy to address varying skill sets and levels of administration, experienced Client Profiles application consultants helped us create custom templates and introduced best practices based on our requirements. Prior to going live with the system over a weekend this past February; Client Profiles conducted several hands-on training sessions in order to minimize usability issues and user frustration. The roll out was a success, and eight months later we have 100 users relying on Client Profiles for all their case management information needs.

Client Profiles User Benefits

Since rolling out Client Profiles in February, we have realized significant business benefits and productivity improvements among our 100 user staff:

• Firm-wide adoption: Every firm attorney, legal assistant and paralegal, utilizes Client Profiles for their case management needs. As a result, Client Profiles is the central repository for all case related information, and the starting (and often ending) point for all searches, and contacts. This translates to less time spent searching for case-related information, entering data in multiple locations, and eliminates miscommunication on complex matters involving larger internal and outside resources.
• Increased data & information accuracy: Client Profiles' centralized database and case management hub makes data entry and information retrieval seamless and very simple. The central database eliminates redundant data entries and provides accurate and consistent case information across the firm and among clients. GHJ is now able to retrieve and update information via mobile devices, the Web, at the desktop or via Microsoft Outlook (based on a unique bi-directional synchronization capability).
• New workflows; increased responsiveness: Client Profiles has enabled us to introduce new workflows to the firm without interrupting the way our users currently work and within the environments (eg, MS Outlook) they are accustomed to. For example, thanks to new scanning and imaging functionality, our road warriors are now able to stay current with incoming mail on the road, and as a result, deliver more timely client service.
• Technology as a competitive advantage: Client Profiles has turned into one of the biggest attractions for new employees, especially those that are familiar with case management technology and how it can automate daily case-related tasks. Our technology strategy has also helped us comply with request-for-proposals (RFPs) from large, corporate clients with stringent technology and litigation requirements, leveling the playing field with bigger law firms with larger technology budgets.
• Measurable productivity gains: After installing Client Profiles, we began monitoring our users and have been able to track steady increases in productivity. Within 60 days of our “GO Live” date, we measured an average 3% productivity gain per timekeeper, which has translated to a return of our initial Client Profiles investment of 4 months. Client Profiles, which is seamlessly integrated with our Orion back-end financial management system, now prompts timekeepers to enter time as they accrue it as well as follow other time entry rules, leading to more time captured in a timely and proactive manner.

The Client Profiles case management system represents a good fit for GHJ; it enables our firm to work on matters and cases more efficiently, realize measurable productivity gains, blends well with our open, collaborative firm culture, and most importantly, allows us to consistently deliver superior client service. Based on the system's robust database structure, expansive functionality, and close alignment with current Microsoft development, our firm will be able to manage all future growth and technology challenges.

Sidebar:
Keys To Successful Case Management
System Rollout and Adoption

• Never underestimate firm culture: Based on our own experience, it is critical that you understand and respect firm culture, personalities, and behavior patterns when it comes to change, especially technological change within a legal setting. Change can be best managed by consistently over-communicating your goals and plans to the entire user community, not just management or specific departments. Once you have made the decision to introduce a new technology to the firm, develop a communications and promotion plan that highlights user benefits and options, and includes detailed information on timing and training.
• Training works: Contrary to popular belief, attorneys are willing and able when it comes to technology and software training and usage. However, it is essential that you respect the attorneys' time constraints, and thoroughly understand their needs and wishes. Asking your staff to relearn ways of doing things and try out new workflows to accommodate a new software application won't win you any popularity contests.
• Look past the fluff: Just as important as firm culture and user training is your ability to align with a technology partner that is financially stable, has a well-funded product development pipeline, and works closely with other technology leaders to further develop products and services. Based on a thorough RFP process; your internal team's diligence in researching technology options; and feedback from existing clients and partners, selecting a vendor that works for your firm is very feasible.

' James Nations