A Day in the Life of an Ediscovery Case Manager. June 4, 2014

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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! Exclusive News and Analysis! Weekly Web Seminars! Podcasts! On- Demand Training! Networking! Resources! Jobs Board & Career Center! bits + bytes NewsleRer! CEDS CerSficaSon! 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 Join Today! aceds.org/join or Call ACEDS Member Services

3 CRUCIAL TRAINING THROUGH ACEDS WEB SEMINARS Some Vital Topics We Cover v Computer Assisted Review v International E-Discovery v Social Media v Cloud-Based Discovery v E-Discovery Malpractice v Workplace Privacy v State E-Discovery Rules v And Many More! 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 4 Data Centers on Three Continents 20 PB of Active Data 1+ TB Processed Daily 7k File Types 17+ Years of Managing Ediscovery Matters of All Sizes 140+ Case Managers in Every Major Geography Largest & Most Secure Data Center Most Powerful Data Processing Platform Expertise Stemming from Ediscovery s Inception 30 98% 1.5m Locations Projects Involving Multilingual Data Documents Reviewed by a Single Reviewer 14 Days 90+ AmLaw Fortune 500 Broad Global Reach and Language Experience Industry s Leading Technology Assisted Review Functionality Deep Loyalty Among a Premier Client List 5

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. Unique Kroll Ontrack Practices Challenging Situations Relationship Building Benefits of Having a Case Manager 7

8 Unique Kroll Ontrack Practices Relationship Building Challenging Situations Benefits of Having a Case Manager Relationship Building Breaking the Ice Building and Maintaining the Relationship Personalized Approach 8

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

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 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 11

12 Personalized Approach Adaptable Thinks Outside the Box Customizes Communication 12

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 Case Manager Delegator 13

14 Unique Kroll Ontrack Practices Relationship Building Challenging Situations Benefits of Having a Case Manager Benefits of Having a Case Manger Intimate Knowledge Custom-Made Method Problem Solving 14

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

16 Kroll Ontrack Case Managers: Knowledge 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 Intimate Knowledge Experience Average Kroll Ontrack tenure of 5+ years Average industry tenure of 9+ years JD MBA PMP ACEDS RCA Certifications EnCE ACE 16

17 How Does that Help the Client? Meet Deadlines Strive to Exceed Expectations Decrease Client Stress 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

18 Custom-Made Method Focus on a Few Clients à Extension of the client à Know each case intimately Ask Questions à Where do you want to be? à When do you want to be there? à What do you want to achieve? Know the Client s Skill Set à Determine the type of interaction that will occur 18

19 Problem Solving Ensure Everyone is on the Same Page Can React to Any Situation Network of People = Network of Solutions Problem Solved Point of Contact for Day to Day Issues 19

20 Unique Kroll Ontrack Practices Relationship Building Challenging Situations Benefits of Having a Case Manager Challenging Situations Being Proactive Not Reactive No Such Thing As Normal Competing Interests 20

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

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 Normal No industry standard» Everything is custom Working to make custom repeatable Learning to not re-create the wheel for every new project 23

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 Account Level Values Project Level Values 24

25 Account Level: Big Picture Challenges Cost and Time Management Knowing what the client wants and needs to save time Standardizing processes across projects to save money 25

26 Project Level: Small Picture Challenges Third Party Tools Unanticipated Glitches Constantly Evolving Production Guidelines Unique File Types Scope Changing Direction 26

27 Unique Kroll Ontrack Practices Relationship Building Challenging Situations Benefits of Having a Case Manager Unique Kroll Ontrack Practices Unified Solution Teams Project Wall 27

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

29 Unified Solution Teams Portfolio Manager 29

30 Unified Solution Teams Improves communication with clients» 24/7 coverage» Quicker response time to clients» alias Every member of Unified Solution Team included on blast s to provide appropriate and immediate response to client s needs while keeping entire team updated» Hotline:

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 Where is the custodian data? Are there any transactions on the project yet? No. Please review the invoice I will look into this. 33

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 Unique Kroll Ontrack Practices Challenging Situations Relationship Building Benefits of Having a Case Manager 34

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