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

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”

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Why Clients Choose Kroll Ontrack

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

14 Days

98%Projects InvolvingMultilingual Data

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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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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.

Relationship Building

Benefits of Having a

Case Manager

Challenging Situations

Unique Kroll Ontrack

Practices

Relationship Building

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Relationship Building

Benefits of Having a

Case Manager

Challenging Situations

Unique Kroll Ontrack

Practices

Breaking the Ice

Building and Maintaining the Relationship

Personalized Approach

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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”

jedlund@krollontrack.com952-906-4912

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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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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

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Personalized Approach

Adaptable Thinks

“Outside the Box”

Customizes Communication

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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

Benefits of Having a Case Manger

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Relationship Building

Benefits of Having a

Case Manager

Challenging Situations

Unique Kroll Ontrack

Practices

Intimate Knowledge

Custom-Made Method

Problem Solving

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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

mareford@krollontrack.com952-358-5333

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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

Experience

Average Kroll Ontrack tenure of 5+ years

Average industry tenure of 9+ years

JD MBA

PMP ACEDS RCA

EnCE ACE

Intimate Knowledge

Certifications

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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”

Meet Deadlines

Strive to Exceed Expectations

Decrease Client Stress

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Custom-Made Method

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

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Problem Solving

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

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Being Proactive – Not Reactive

No Such Thing As Normal

Competing Interests

Relationship Building

Benefits of Having a

Case Manager

Challenging Situations

Unique Kroll Ontrack

Practices

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 Schoolmsamet@krollontrack.com

952-358-5386

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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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No Such Thing As Normal

No industry standard» Everything is custom

Working to make custom repeatable

Learning to not re-create the wheel for every new project

Normal

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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

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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

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Project Level: Small Picture Challenges

Third Party Tools

Unanticipated Glitches

Constantly Evolving

Production Guidelines

Unique File Types

Scope Changing Direction

Unique Kroll Ontrack Practices

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Unified Solution Teams

Project Wall

Relationship Building

Benefits of Having a

Case Manager

Challenging Situations

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 2011tjsmith@krollontrack.com

952-906-4970

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Unified Solution Teams

Portfolio Manager

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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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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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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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“Please review the invoice…”“I will look into this.”

“Are there any transactions on the project yet?”

“No.”

“Where is the custodian data?”

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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

Relationship Building

Benefits of Having a

Case Manager

Challenging Situations

Unique Kroll Ontrack

Practices