A Day in the Life of an Ediscovery Case Manager June 4, 2014
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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 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 100 200+ Fortune 500 Broad Global Reach and Language Experience Industry s Leading Technology Assisted Review Functionality Deep Loyalty Among a Premier Client List 5
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. Unique Kroll Ontrack Practices Challenging Situations Relationship Building Benefits of Having a Case Manager 7
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
Joe Edlund Case Manager jedlund@krollontrack.com 952-906-4912 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
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 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
Personalized Approach Adaptable Thinks Outside the Box Customizes Communication 12
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
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
Mitzie Areford Case Manager mareford@krollontrack.com 952-358-5333 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
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
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
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
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
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
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 msamet@krollontrack.com 952-358-5386 21 School
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 Normal No industry standard» Everything is custom Working to make custom repeatable Learning to not re-create the wheel for every new project 23
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
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
Project Level: Small Picture Challenges Third Party Tools Unanticipated Glitches Constantly Evolving Production Guidelines Unique File Types Scope Changing Direction 26
Unique Kroll Ontrack Practices Relationship Building Challenging Situations Benefits of Having a Case Manager Unique Kroll Ontrack Practices Unified Solution Teams Project Wall 27
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 tjsmith@krollontrack.com 952-906-4970 28 December 2011
Unified Solution Teams Portfolio Manager 29
Unified Solution Teams 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 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
Where is the custodian data? Are there any transactions on the project yet? No. Please review the invoice I will look into this. 33
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