Issue link: https://epubs.iltanet.org/i/27653
available. He started an IM conversation to quickly bring him up to speed, and then simply added him to the conversation with the client. The two lawyers were now able to address the opportunity in both jurisdictions, and the end result was a very substantial financial advantage for the client, as well as increased revenue for the firm. A classic win-win scenario, made possible by the ability to seize the moment and connect the right people at the right time. That’s the kind of client service UC enables. In a more recent example, just after boarding a plane one evening, a partner received an e-mail from a client asking for a review of proposed amendments to an agreement that was to be placed before a board of trustees the following day. He forwarded that message to a colleague who could handle the review 22 Exchange 2010 ILTA White Paper prior to the 9:00 a.m. meeting. Pretty routine so far; however, at the meeting the following day, one of the trustees questioned a potential ambiguity in one of the clauses. Using his laptop and the wireless Internet connection in the meeting room, the partner was able to check his colleague’s availability and conference him in to the discussion. In a few short minutes, he was able to effectively address the issue. The client was clearly impressed with such immediate and professional service. That’s differentiation. Stories like these are no longer isolated examples; they are frequent occurrences. Productivity Examples On a more routine basis now, the firm uses our video conferencing capabilities. In year one, video