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