ELT Forum - Toronto - 10 October 2019 · ELT Forum - Toronto - 10 October 2019 8 • Portfolio management • Rich data capture • Business intelligence • Project tracking •

Digitizing the Customer Experience

A New Hope

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

2

Introductions


Chapman & Cutler LLP

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4

TRANSACTIONMANAGEMENT

DOCUMENTDRAFTING

DOCUMENTANALYSIS


5

• 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


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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


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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+


McCarthy Tetrault LLP

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1. Phased Approach

2. Enhance Opportunity Management

3. Enhance Matter Management

4. Wins & Learnings

Topics


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)


Clients

Client & Industry Planning

Identify Targets & Manage

Opportunities

Personal Planning

Chatter

Chatter Chatter

Phase 1

BD & Marketing

Tactics

Client & Market

Intelligence


Sample Opportunity Pipeline view on Desktop


Sample Mobile view – Chatter & Opportunity details


Phase 2 – Manage our Wins & Share Matter Knowledge effectively across the firm

Opportunity & Proposal

Management Win Matter

Intake

Matter Mgmt/

Knowledge Mgmt

Billing


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


Perkins Coie LLP

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TD Bank

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TD's Matter Management Project


Discussion

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ELT Forum - Toronto - 10 October 2019 · ELT Forum - Toronto - 10 October 2019 8 • Portfolio management • Rich data capture • Business intelligence • Project tracking •

Documents