Cracking the ‘Business Process Outsourcing’ Code Main.pptx
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
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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”
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5. Why Clients Choose Kroll Ontrack
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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.
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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.
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Relationship
Building
Benefits of
Having a
Case
Manager
Challenging
Situations
Unique Kroll
Ontrack
Practices
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”
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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!
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11. Building and Maintaining the Relationship
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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
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Case
Manager
Delegator
14. Benefits of Having a Case Manger
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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
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mareford@krollontrack.com
952-358-5333
16. Kroll Ontrack Case Managers: Knowledge
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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”
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Meet Deadlines
Strive to Exceed
Expectations
Decrease Client
Stress
18. Custom-Made Method
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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
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
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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
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23. No Such Thing As Normal
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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
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
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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
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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
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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
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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