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A Day in the Life of an Ediscovery Case Manager
June 4, 2014
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Some Vital Topics We Cover
 Computer Assisted Review
 International E-Discovery
 Social Media
 Cloud-Based Discovery
 E-Discovery Malpractice
 Workplace Privacy
 State E-Discovery Rules
 And Many More!
CRUCIAL TRAINING
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Michele Lange, Esq.
 Nationally-recognized expert in
ediscovery, computer forensics and
legal technologies
 Engages in industry relations,
conducts legal and market research to
drive Kroll Ontrack’s legal technology
product and service offerings
 Assists clients with integrating case
strategy, from ESI preservation to
litigation tactics
 Co-authored the ABA book “Electronic
Evidence and Discovery: What Every
Lawyer Should Know”
4
Why Clients Choose Kroll Ontrack
5
Industry’s Leading Technology
Assisted Review Functionality
Most Powerful Data
Processing Platform
Expertise Stemming from
Ediscovery’s Inception
Largest & Most Secure
Data Center
Broad Global Reach and
Language Experience
Deep Loyalty Among a
Premier Client List
1+TB Processed
Daily
7kFile Types
20PB of Active Data
4Data Centers on
Three Continents
200+Fortune 500
90+AmLaw 100
140+Case Managers in
Every Major
Geography
17+Years of Managing
Ediscovery Matters
of All Sizes
30Locations
1.5mDocuments Reviewed
by a Single Reviewer
14Days
98%Projects Involving
Multilingual Data
Kroll Ontrack’s Client Services Team
 Our People: More than 140 industry experts focused on
impressing our clients with every interaction.
 Our Mission: To provide unparalleled client service on
every ediscovery matter, every day. Through skill, agility,
and depth of industry knowledge, we partner with our
clients to anticipate potential obstacles, deliver tailored
solutions, and drive results.
6
Discussion Overview
 Relationship Building
» Joe Edlund
 Benefits of Having a Case Manager
» Mitzie Areford
 Challenging Situations
» Matt Samet, Esq.
 Unique Kroll Ontrack Practices
» Tony Smith, Esq.
7
Relationship
Building
Benefits of
Having a
Case
Manager
Challenging
Situations
Unique Kroll
Ontrack
Practices
Relationship Building
8
Relationship
Building
Breaking the Ice
Building and Maintaining
the Relationship
Personalized Approach
Joe Edlund – Case Manager
 Worked in legal for over 12
years
 Prior to joining Kroll
Ontrack, worked for GMAC
Rescap and Fidelity
National Foreclosure
Solutions as a mortgage
litigation manager
 Made a callback audition for
“America’s Got Talent”
9
jedlund@krollontrack.com
952-906-4912
Breaking the Ice
 “This is a job, but also our lives, so let’s make it as fun
as we can.”
 Getting to know the client
 Establishing the right relationship
» Solid foundation
 Be upfront!
10
Building and Maintaining the Relationship
11
 Main Objective: Take care of the client!
» Active Listening
» Trust
 Partnership for success
» 24/7 coverage
 Relationships are always evolving
» Adaptable to people
 The client and the case manager are in it together for
the long haul
Personalized Approach
12
Adaptable
Thinks
“Outside the
Box”
Customizes
Communication
Internal Relationships
 Support System
» Dedicated team of individuals
 Share in the glory and also the challenging situations
 Internal discussion allows the Case Managers to learn
the case
 Have to be able to delegate to other business units and
follow up while performing multiple tasks
13
Case
Manager
Delegator
Benefits of Having a Case Manger
14
Benefits of
Having a
Case
Manager
Intimate Knowledge
Custom-Made Method
Problem Solving
Mitzie Areford – Case Manager
 Over 18 years of
experience in the
ediscovery industry
 Has held the role of
Coding Manager,
Litigation Support
Supervisor, Senior
Project Manager, and
Director of Operations
15
mareford@krollontrack.com
952-358-5333
Kroll Ontrack Case Managers: Knowledge
16
Extensive Training
 6 weeks of onboard training
prior to any client work
 Certified on all Kroll
Ontrack technology
 40+ hours of capabilities
and process training
annually for continued
education
Experience
 Average Kroll Ontrack
tenure of 5+ years
 Average industry
tenure of 9+ years
 JD
 MBA
 PMP
 ACEDS
 RCA
 EnCE
 ACE
Intimate
Knowledge
Certifications
How Does that Help the Client?
Afraid of Technology?
Not a Problem.
Case Managers:
» Are a point of contact that
has a broad knowledge of
media and data
» Can walk the client through
the process, step-by-step, so
they are comfortable with the
software
» Offer one-on-one support
» Believe that there is “no such
thing as a stupid question”
17
Meet Deadlines
Strive to Exceed
Expectations
Decrease Client
Stress
Custom-Made Method
18
Focus on a
Few Clients
Ask
Questions
Know the
Client’s Skill
Set
 Extension of
the client
 Know each
case intimately
 Where do you
want to be?
 When do you
want to be there?
 What do you
want to achieve?
 Determine the type
of interaction that will
occur
Problem Solving
19
Problem
Solved
Network of
People =
Network of
Solutions
Ensure
Everyone is
on the Same
Page
Can React
to Any
Situation
Point of
Contact for
Day to Day
Issues
Challenging Situations
20
Being Proactive – Not
Reactive
No Such Thing As
Normal
Competing Interests
Challenging
Situations
Matt Samet, Esq. – Portfolio Manager
 Experience as a Case
Manager and Portfolio
Manager at Kroll Ontrack
 Spent five years as a
discovery attorney working
at Willkie Farr & Gallagher
LLP in NYC
 Graduate of Brooklyn Law
School
21
msamet@krollontrack.com
952-358-5386
Being Proactive – Not Reactive
 Understanding the market and
the client’s needs
 Always staying three questions
ahead
 Knowing the market is
constantly changing
» Evolving with new trends
 Thinking outside the box to
solve problems
22
No Such Thing As Normal
23
 No industry standard
» Everything is custom
 Working to make custom
repeatable
 Learning to not re-create
the wheel for every new
project
Normal
Competing Interests: Account vs. Project Level
 Needs do not always
align
 What is best for one, is
not always best for the
other
 Big picture versus small
picture
24
Account
Level
Values
Project
Level
Values
Account Level: Big Picture Challenges
25
Cost and
Time
Management
Knowing what
the client wants
and needs to
save time
Standardizing
processes
across projects
to save money
Project Level: Small Picture Challenges
26
Third Party
Tools
Unanticipated
Glitches
Constantly
Evolving
Production
Guidelines
Unique File
Types
Scope
Changing
Direction
Unique Kroll Ontrack Practices
27
Unified Solution
Teams
Project Wall
Unique Kroll
Ontrack
Practices
Tony Smith, Esq. – Case Manager, Team Lead
 Over 10 years of experience in
the ediscovery industry
 Currently serves as Team
Lead for two teams of Case
Managers
 Graduate of Hamline
University School of Law
 Received CEDS certification in
December 2011
28
tjsmith@krollontrack.com
952-906-4970
Unified Solution Teams
29
Portfolio
Manager
 Improves communication with clients
» 24/7 coverage
» Quicker response time to clients
» E-mail alias
– Every member of Unified Solution Team included on blast
emails to provide appropriate and immediate response to
client’s needs while keeping entire team updated
» Hotline: 1-800-919-9235
Unified Solution Teams
30
Unified Solution Teams
 Improves consistency of
service across a client’s
varied projects
 Improves capacity to
address increasing case
loads and smaller case
sizes
 Improves visibility and
allows entire support team
to aide client
31
Unified Solution Teams
 Ediscovery.com Manage
Notification Center
» Moment-to-moment project
status and news on activity
feed
» Instant access to entire project
team
» Rollup to monitor entire
portfolio
32
33
“Please review the invoice…”
“I will look into this.”
“Are there any transactions on the
project yet?”
“No.”
“Where is the custodian data?”
Conclusion
 A strong case manager will:
» Place an extremely high value on
taking care of the client and
maintaining a solid relationship
» Offer a broad knowledge of media
and data and have extensive
proficiency in each case
» Customize his or her approach to
ensure each client achieves the
ultimate goal
» Be proactive in nature and consider
creative methods to solve problems
34
Relationship
Building
Benefits of
Having a
Case
Manager
Challenging
Situations
Unique Kroll
Ontrack
Practices
Ppt day in the life of a case manager    final v 2

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Ppt day in the life of a case manager final v 2

  • 1. A Day in the Life of an Ediscovery Case Manager June 4, 2014
  • 2. ACEDS Membership Benefits Training, Resources and Networking for the E-Discovery Community Join Today! aceds.org/join or Call ACEDS Member Services 786-517-2701 Exclusive News and Analysis Weekly Web Seminars Podcasts On-Demand Training Networking Resources Jobs Board & Career Center bits + bytes Newsletter CEDS Certification And Much More! “ACEDS provides an excellent, much needed forum… to train, network and stay current on critical information.” Kimarie Stratos, General Counsel, Memorial Health Systems, Ft. Lauderdale
  • 3. Some Vital Topics We Cover  Computer Assisted Review  International E-Discovery  Social Media  Cloud-Based Discovery  E-Discovery Malpractice  Workplace Privacy  State E-Discovery Rules  And Many More! CRUCIAL TRAINING THROUGH ACEDS WEB SEMINARS aceds.org/join
  • 4. Michele Lange, Esq.  Nationally-recognized expert in ediscovery, computer forensics and legal technologies  Engages in industry relations, conducts legal and market research to drive Kroll Ontrack’s legal technology product and service offerings  Assists clients with integrating case strategy, from ESI preservation to litigation tactics  Co-authored the ABA book “Electronic Evidence and Discovery: What Every Lawyer Should Know” 4
  • 5. Why Clients Choose Kroll Ontrack 5 Industry’s Leading Technology Assisted Review Functionality Most Powerful Data Processing Platform Expertise Stemming from Ediscovery’s Inception Largest & Most Secure Data Center Broad Global Reach and Language Experience Deep Loyalty Among a Premier Client List 1+TB Processed Daily 7kFile Types 20PB of Active Data 4Data Centers on Three Continents 200+Fortune 500 90+AmLaw 100 140+Case Managers in Every Major Geography 17+Years of Managing Ediscovery Matters of All Sizes 30Locations 1.5mDocuments Reviewed by a Single Reviewer 14Days 98%Projects Involving Multilingual Data
  • 6. Kroll Ontrack’s Client Services Team  Our People: More than 140 industry experts focused on impressing our clients with every interaction.  Our Mission: To provide unparalleled client service on every ediscovery matter, every day. Through skill, agility, and depth of industry knowledge, we partner with our clients to anticipate potential obstacles, deliver tailored solutions, and drive results. 6
  • 7. Discussion Overview  Relationship Building » Joe Edlund  Benefits of Having a Case Manager » Mitzie Areford  Challenging Situations » Matt Samet, Esq.  Unique Kroll Ontrack Practices » Tony Smith, Esq. 7 Relationship Building Benefits of Having a Case Manager Challenging Situations Unique Kroll Ontrack Practices
  • 8. Relationship Building 8 Relationship Building Breaking the Ice Building and Maintaining the Relationship Personalized Approach
  • 9. Joe Edlund – Case Manager  Worked in legal for over 12 years  Prior to joining Kroll Ontrack, worked for GMAC Rescap and Fidelity National Foreclosure Solutions as a mortgage litigation manager  Made a callback audition for “America’s Got Talent” 9 jedlund@krollontrack.com 952-906-4912
  • 10. Breaking the Ice  “This is a job, but also our lives, so let’s make it as fun as we can.”  Getting to know the client  Establishing the right relationship » Solid foundation  Be upfront! 10
  • 11. Building and Maintaining the Relationship 11  Main Objective: Take care of the client! » Active Listening » Trust  Partnership for success » 24/7 coverage  Relationships are always evolving » Adaptable to people  The client and the case manager are in it together for the long haul
  • 13. Internal Relationships  Support System » Dedicated team of individuals  Share in the glory and also the challenging situations  Internal discussion allows the Case Managers to learn the case  Have to be able to delegate to other business units and follow up while performing multiple tasks 13 Case Manager Delegator
  • 14. Benefits of Having a Case Manger 14 Benefits of Having a Case Manager Intimate Knowledge Custom-Made Method Problem Solving
  • 15. Mitzie Areford – Case Manager  Over 18 years of experience in the ediscovery industry  Has held the role of Coding Manager, Litigation Support Supervisor, Senior Project Manager, and Director of Operations 15 mareford@krollontrack.com 952-358-5333
  • 16. Kroll Ontrack Case Managers: Knowledge 16 Extensive Training  6 weeks of onboard training prior to any client work  Certified on all Kroll Ontrack technology  40+ hours of capabilities and process training annually for continued education Experience  Average Kroll Ontrack tenure of 5+ years  Average industry tenure of 9+ years  JD  MBA  PMP  ACEDS  RCA  EnCE  ACE Intimate Knowledge Certifications
  • 17. How Does that Help the Client? Afraid of Technology? Not a Problem. Case Managers: » Are a point of contact that has a broad knowledge of media and data » Can walk the client through the process, step-by-step, so they are comfortable with the software » Offer one-on-one support » Believe that there is “no such thing as a stupid question” 17 Meet Deadlines Strive to Exceed Expectations Decrease Client Stress
  • 18. Custom-Made Method 18 Focus on a Few Clients Ask Questions Know the Client’s Skill Set  Extension of the client  Know each case intimately  Where do you want to be?  When do you want to be there?  What do you want to achieve?  Determine the type of interaction that will occur
  • 19. Problem Solving 19 Problem Solved Network of People = Network of Solutions Ensure Everyone is on the Same Page Can React to Any Situation Point of Contact for Day to Day Issues
  • 20. Challenging Situations 20 Being Proactive – Not Reactive No Such Thing As Normal Competing Interests Challenging Situations
  • 21. Matt Samet, Esq. – Portfolio Manager  Experience as a Case Manager and Portfolio Manager at Kroll Ontrack  Spent five years as a discovery attorney working at Willkie Farr & Gallagher LLP in NYC  Graduate of Brooklyn Law School 21 msamet@krollontrack.com 952-358-5386
  • 22. Being Proactive – Not Reactive  Understanding the market and the client’s needs  Always staying three questions ahead  Knowing the market is constantly changing » Evolving with new trends  Thinking outside the box to solve problems 22
  • 23. No Such Thing As Normal 23  No industry standard » Everything is custom  Working to make custom repeatable  Learning to not re-create the wheel for every new project Normal
  • 24. Competing Interests: Account vs. Project Level  Needs do not always align  What is best for one, is not always best for the other  Big picture versus small picture 24 Account Level Values Project Level Values
  • 25. Account Level: Big Picture Challenges 25 Cost and Time Management Knowing what the client wants and needs to save time Standardizing processes across projects to save money
  • 26. Project Level: Small Picture Challenges 26 Third Party Tools Unanticipated Glitches Constantly Evolving Production Guidelines Unique File Types Scope Changing Direction
  • 27. Unique Kroll Ontrack Practices 27 Unified Solution Teams Project Wall Unique Kroll Ontrack Practices
  • 28. Tony Smith, Esq. – Case Manager, Team Lead  Over 10 years of experience in the ediscovery industry  Currently serves as Team Lead for two teams of Case Managers  Graduate of Hamline University School of Law  Received CEDS certification in December 2011 28 tjsmith@krollontrack.com 952-906-4970
  • 30.  Improves communication with clients » 24/7 coverage » Quicker response time to clients » E-mail alias – Every member of Unified Solution Team included on blast emails to provide appropriate and immediate response to client’s needs while keeping entire team updated » Hotline: 1-800-919-9235 Unified Solution Teams 30
  • 31. Unified Solution Teams  Improves consistency of service across a client’s varied projects  Improves capacity to address increasing case loads and smaller case sizes  Improves visibility and allows entire support team to aide client 31
  • 32. Unified Solution Teams  Ediscovery.com Manage Notification Center » Moment-to-moment project status and news on activity feed » Instant access to entire project team » Rollup to monitor entire portfolio 32
  • 33. 33 “Please review the invoice…” “I will look into this.” “Are there any transactions on the project yet?” “No.” “Where is the custodian data?”
  • 34. Conclusion  A strong case manager will: » Place an extremely high value on taking care of the client and maintaining a solid relationship » Offer a broad knowledge of media and data and have extensive proficiency in each case » Customize his or her approach to ensure each client achieves the ultimate goal » Be proactive in nature and consider creative methods to solve problems 34 Relationship Building Benefits of Having a Case Manager Challenging Situations Unique Kroll Ontrack Practices