PROBLEM
This global retail giant was encumbered with a legacy system that was no longer supported by its vendor. The client had selected a replacement system and struggled for more than a year to implement it exclusively with internal resources. Efforts had proven unsuccessful, primarily due to a lack of understanding on the part of the IT staff about what the legal process entailed and how a matter management system should function.
Unfortunately, integrity of the data within the system had continued to degrade during this period of time. Other challenges included integration of an electronic billing product with multiple accounts payable systems; parallel implementation of a new document management system; and automation and integration of Service of Process as well as the call center’s complaint process.
The original earlier system was used only by Litigation. The client wanted to bring together multiple practice areas, all with very different needs and processes, in order to evaluate a large inventory of cases with a more strategic mindset. Mining information across all areas of the legal function was needed to develop a preferred list of vendors and more effectively control costs.
PROCESS
Kiersted consultants evaluated the extensive and complex needs of the client, and recommended a multi-faceted approach that would create synergies among the players and leverage the strengths of past processes while eliminating duplicate efforts and inconsistencies.
The Kiersted team created strategies to address the diverse needs within the various practices areas including Intellectual Property, Contracts, Employment Law, and Procurement. Because those departments had previously operated largely in functional silos, they essentially had to begin “from scratch” in creating processes that would align with the new technology’s capabilities. Kiersted experts helped the client drive a change management approach that kept everyone involved and onboard. Training sessions addressed the specific needs of each group of users.
The Kiersted technical team tackled cleanup efforts associated with the degraded legacy data so that it could form the basis of a trustworthy and accurate central repository of information, both for electronic billing and for tracking of legal data. Kiersted converted past invoices and added business rules to ensure that billing data was correct and in con-formance with standards for billing rates, expertise level and other standards. The new workflow highlights invoice discrepancies, and it creates greater efficiency and speed along with the ability to integrate with multiple accounts payable systems. In addition, a claims group that operates out-side of the legal department had already beenusing electronic billing, and Kiersted wove their activities into the matter management solution, which provides yet another valuable link within this mammoth organization
Kiersted experts devised a new process for handling the complaints that come into the call center. Previously, company representatives would record calls in an Excel spreadsheet and then proceed to create a matter. The new method is streamlined and automated, keeping a record of the calls within the system to help track trends and identify problem areas.
Fulfilling a key wish of legal staff, Kiersted steered the implementation and integration of the new document management system to enable them to display documents within the new matter management solution. This greatly enhances the appeal of the system from the user’s standpoint. As an added bonus, the Kiersted team leveraged its expertise to automate Service of Process and integrated it with matter management as well.
RESULTS
- Central Repository of Legal Data
The new matter management solution creates a central repository for divergent practice areas. Having all the information about every legal matter in one place expedites record keeping, reduces duplicate effort, and promotes consistency. - Automated Processes
The new workflow has produced numerous benefits. The retailer’s Call Center progresses from a manual system to an automated resource for a wealth of information that aids proactive analysis of problem areas. The new integrated Service of Process ensures that nothing falls between the cracks and promotes compliance. Conversion of electronic billing data and integration of the e-billing system with various accounts payable systems enables a much smoother operation and facilitates annual budgeting. - Cost Savings
Preventing invoice errors and forcing compliance with approved billing guidelines has resulted in direct cost savings. Perhaps even more important to the client, information captured through the electronic billing integration along with the matter management database provided the basis for online evaluation of law firms. This enabled the client to accurately and thoroughly analyze costs and results, and provided the insight needed to compile a preferred list of legal vendors. The convergence program met the strategic goal of negotiating lower rates for large volumes of legal work. - Enhanced Analysis
Senior management receives better information as a result of Kiersted’s integration of the matter management solution with BusinessObjects and its Dashboard Reporting capabilities. Full access to complete legal data lets managers plan ahead, predict and shrink law firm fees, improve communication, hold the line on staffing, cut time to process suits, and ultimately grow profits. - Proactive Risk Mitigation
This mega retailer now has the information it needs to better understand and mitigate corporate risk. The new solution helps the legal department study similar matters, develop better strategies for earlier resolution, and lower payouts. This is particularly impactful on a very large inventory of commodity litigation involving employment law and premises liability. The new technology equips the client to perform trend analysis that reveals increased frequency of claims involving certain stores, and subsequently take steps to prevent further litigation. Attorneys and claims managers are better able to identify cases requiring special attention; more accurately determine the best path forward for a lawsuit; and develop strategies for smart risk management.
Kiersted remains a trusted advisor to this mega retailer. As client requirements continue to evolve, Kiersted quickly responds to implement changes and incorporate new features that ensure successful ongoing results.