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A Law Firm Performance Report Card: Understanding Client-Driven Metrics & KPI in Legal
Technology
Moderator:
Bernadette Bulacan, Director, Market Development, Thomson Reuters Legal
Panelists:
Carla Goldstein, Associate General Counsel & Director of Strategic Initiatives, BMO Financial Group
Ryan Larkin, Senior Vice President, Assistant General Counsel, Bank of America
Mark Medice, Senior Director, New Initiatives, Intapp, Inc.
Colleen Moorehead, Chief Client Officer, Osler, Hoskin & Harcourt LLP
Catherine Zinn, Chief Client Officer, Orrick, Herrington & Sutcliffe LLP
#COOCFO16
THE DEMISE OF THE “OLD NORMAL” &
THE ADVENT OF THE LAW FIRM REPORT CARD
$4 Billion
70%
60%
LEGAL DEPARTMENTS:
GREATER RELIANCE ON DATA
22.7%
31.8%
36.4%
36.4%
40.9%
59.1%
68.2%
Percent of hours received at discount rates
Days to resolution by firm or by particular groups of matters
Average/median bill rate by firm for particular group of matters
Total cost of outcome
Percent of legal spend for proactive work vs. dispute resolution
Total expenses by firm for particular groups of matters
Legal spend as percent of revenue and total expense
60% Percent of legal
departments with formalized
metrics program
LAW FIRM PERFORMANCE REPORT CARD:
ROAD MAP
• Introductions
• Legal Department’s POV: The Law Firm Report Card
• Law Firm’s POV: Measuring Client Satisfaction
• The Feedback Loop: Performance Management
• Summary and Q&A
MEET OUR PANEL:
DATA-DRIVEN PROFESSIONALS
CARLA GOLDSTEIN
ASSOCIATE GENERAL
COUNSEL & DIRECTOR OF
STRATEGIC INITIATIVES
BMO
FINANCIAL
RYAN LARKIN
SENIOR VICE PRESIDENT &
ASSISTANT GENERAL COUNSEL
BANK OF AMERICA
MARK MEDICE
SENIOR
DIRECTOR, NEW
INITIATIVES
INTAPP, INC.
COLLEEN MOOREHEAD
CHIEF CLIENT
OFFICER
OSLER, HOSKIN &
HARCOURT
CATHERINE ZINN
CHIEF CLIENT
OFFICER
ORRICK, HERRINGTON & SUTCLIFFE
LEGAL DEPARTMENTS:
WHAT’S ON YOUR LAW FIRM SCORECARD?
LEGAL DEPARTMENTS:
AN INTERNAL SCORECARD
Outside Counsel Effectiveness
Metric Q1 Q3 ‘15 Target/ Metric
External legal costs per $ billon revenue
Number of External Firms
Number of law firm evaluations conducted
Percentage of total external legal costs under AFAs
LAW FIRMS: DATA TO MEASURE
CLIENT SATISFACTION & RELATIONSHIP “HEALTH”
KEY METRICS
•Invoiced
Amounts
•Performance vs.
Budget
•Success rates
•Staffing
•Diversity
ARE YOU MAKING THE GRADE? Q&A
THANK YOU TO OUR PANEL!
CARLA GOLDSTEIN
ASSOCIATE GENERAL
COUNSEL & DIRECTOR OF
STRATEGIC INITIATIVES
BMO
FINANCIAL
RYAN LARKIN
SENIOR VICE PRESIDENT &
ASSISTANT GENERAL COUNSEL
BANK OF AMERICA
MARK MEDICE
SENIOR
DIRECTOR, NEW
INITIATIVES
INTAPP, INC.
COLLEEN MOOREHEAD
CHIEF CLIENT
OFFICER
OSLER, HOSKIN &
HARCOURT
CATHERINE ZINN
CHIEF CLIENT
OFFICER
ORRICK, HERRINGTON & SUTCLIFFE
A Law Firm Performance Report Card: Understanding Client-Driven Metrics & KPI in Legal
Technology
Moderator:
Bernadette Bulacan, Director, Market Development, Thomson Reuters Legal
Panelists:
Carla Goldstein, Associate General Counsel & Director of Strategic Initiatives, BMO Financial Group
Ryan Larkin, Senior Vice President, Assistant General Counsel, Bank of America
Mark Medice, Senior Director, New Initiatives, Intapp, Inc.
Colleen Moorehead, Chief Client Officer, Osler, Hoskin & Harcourt LLP
Catherine Zinn, Chief Client Officer, Orrick, Herrington & Sutcliffe LLP
#COOCFO16