Peer to Peer Magazine

WWW.ILTANET.ORG 49 A thorough workflow system routes tasks to the right person. Word processing requests are routed to the attention of the word processing department, not the print room. The software outlines where each task is in the queue, so nothing gets lost and no one needs to keep checking to see where things stand. All of this can be tracked in the system. A workflow process also distributes tasks from overwhelmed staff members to those who are less busy to help firms maximize their existing resources. The right tool should go further to lock each task so multiple people will not work on the same job in error. When an attorney sends an email message to a general mailbox or leaves a note, such safeguards are impossible. At one firm, a single partner had three different flights to London booked for the same day — an expensive error that would not happen at a firm with automated workflows. BENEFITS FOR IT The right workflow system makes operations easier for IT staff, and more efficient, effective and profitable. With simple form customization, firms can create input forms specific to each task, with different tasks triggering different levels of oversight. While a form for booking a meeting room will not require oversight, travel plans for the managing partner might be set for review. Technology-enabled workflow processes can also generate metrics that would otherwise be difficult to capture. For example, it will be much easier for IT staff to monitor service-level agreements. The metrics created within the tool can help firms determine trends in workflow and needs for proper staffing or outside resources to ensure high levels of client service. FEATURES TO CONSIDER As firms change from their current, often disorganized approaches to a more structured system, they need to be sure they choose a platform that will mesh with current IT systems and people. When exploring new workflow procedures and technologies, there are several things to remember: • Ease of Use: No matter how great new technology sounds in theory, attorneys and staff will not adopt new systems if they are cumbersome or fail to show immediate benefits. Law firms should look for a system that can enhance the ways attorneys and staff work, utilizing interfaces and tools that are simple and already familiar. • Customizable Features: Every firm has its own culture, priorities and ways of doing things. Firms should look for a workflow system that can improve how the firm already works, not require new, rigid approaches. • Information Requirements: The time spent hunting down critical information can take longer than completing the task itself. A good workflow process tool allows firms to create input forms that cannot be submitted until all key information has been provided, while maintaining firm-level flexibility to account for ease of use challenges. • Eliminated Redundancies: Any workflow tool should eliminate the possibility that more than one staff member can take on a job or that a task can fall through the cracks. It should give clear indications of work at each stage of a job, reminders for tasks that must be done and for those nearing a deadline. • Centralized Functions: While firms look to save money and streamline operations in their back office, many also battle concerns about moving work from someone down the hall to someone out of the office. A workflow tool should set many of these concerns to rest. With all the information residing in a centralized system, the work can be done anywhere, including in less expensive locations. By designating specific staff members to specialize in certain tasks such as travel arrangements, they can become experts in those areas. • Visibility: A workflow system should give attorneys and staff the proper level of visibility, including via a mobile device, to instill confidence that tasks are on track and will be completed on time. • Tracked Metrics: Any system should be able to produce metrics that can be used to evaluate performance, so you can adjust resources or training. In addition, these metrics can help firms make informed decisions regarding the need for additional resources, including outsourced or hired staff. In a well-established, comprehensive, technology-enabled workflow environment, law firms can gain a better vision of the daily tasks to be performed and enhance their capacity to manage those tasks. Instead of scribbled requests or vague emails, attorneys and staff can use technology to delegate jobs thoroughly and quickly. This ensures greater efficiencies and cost savings while sparing staff and attorneys time spent to clarify instructions or redo work. About the Author Eric Wangler was appointed President of the U.S. and Canadian business units for BigHand in April 2013. Since then, Eric has grown the North American business and the BigHand customer base significantly. In addition, he led the acquisition of Esquire Innovations, a leading provider of Microsoft Office-integrated practice management software, services and applications for the legal market. The acquisition has enabled BigHand to broaden its suite of product offerings and continue its mission of providing innovative workflow efficiency software that streamlines processes and empowers attorneys and law firm support staff to deliver their best work wherever and whenever needed. Contact Eric at eric.wangler@bighand.com.

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