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Bilzin Sumberg: End-to-End Solutions for Real-Time intelligence

Posted on August 7, 2019

Maximize ROI related to CRM, competitive intelligence, and knowledge management

Project Summary

  • Name: Bilzin Sumberg Baena Price & Axelrod LLP
  • Headquarters: Miami, Florida
  • Lawyers: 100
  • Website: www.bilzin.com
  • Services: Transactional, litigation and dispute resolution, governmental, private wealth, and tax practice areas

Business Situation

  • Embark upon a robust competitive intelligence and knowledge management strategy
  • Make use of data management innovation and technology as tools for understanding client experiences to deliver excellent service

Services Provided

  • Scorecard data quality report
  • Dashboard report
  • Data integration

Why Wilson

  •  Positive referral from an existing client
  • Proof of capability following the successful completion of first project
  • Demonstration of broad subject matter expertise

Project Overview

  • Preparation of a detailed analysis of the firm’s data
  • Use of applications to automatically analyze and score the data so the firm could focus its effort on the most important clients and contacts

Overview

Bilzin Sumberg was founded by a group of lawyers from New York who set out to establish a law firm that viewed legal excellence and unparalleled service delivery as equal imperatives. Success
would take the form of enduring client relationships. That degree of client loyalty would only reward a firm focused on delivering a universally satisfying experience to every client. Whether corporations, other kinds of entities, or individuals, earning clients’ ongoing satisfaction requires Bilzin Sumberg lawyers and staff to tailor their services to each client’s individual needs
and preferences.

Actionable intelligence from the data to improve client relationships

Bilzin Sumberg views legal excellence and unparalleled service delivery as equal imperatives and is inspired by the goal to help its clients achieve their most important objectives. As such, the firm tailors its services to each client’s individual needs and preferences to build enduring client relationships. The firm believes that data management innovation and technology are important tools for understanding client experiences and delivering service excellence. At the heart of that belief is a robust competitive intelligence and knowledge management strategy.

Paul VanderMeer, Chief Knowledge Officer for the firm, has responsibility for delivering the technology to meet that strategy. “Wilson Allen was recommended to me by one of their clients who was delighted with the work they had done for them,” says VanderMeer. “We started with a relatively simple project to create some event management reports, but it became clear to me very quickly that the team at Wilson Allen could be critical in helping us with a whole range of needs.”

Following the success of the initial reports, Wilson Allen was asked to make a detailed analysis of the firm’s data related to Wilson Allen’s CRM system. Applications were installed to automatically analyze and score the data so the firm could focus its effort on the most important clients and contacts.

“There is a temptation to use CRM as a firm-wide address book,” adds Martyn Balham, who worked on the data scoring analysis for Wilson Allen. “And while systems offer that facility, the firms who really succeed are those that understand how to implement a focused approach to managing data and who use the integration and reporting to drive the capture and management of that information.”

Most recently, Bilzin Sumberg has implemented ScoreCard Reports and League Tables, which take snapshots of the data and “gamify” the results. These reports give the assistants incentive to work with their attorneys to provide the information the firm needs to drive business intelligence.

“One of the things that I appreciate about working with Wilson Allen is that they think creatively to help you achieve your goals,” says VanderMeer. “They have the depth of experience to make big ideas achievable. It’s not about selling you something new; it’s about finding ways to utilize the resources and tools that you already have to maximize your ROI related to CRM and competitive intelligence.”

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