HALL OF FAME
Mallesons Stephen Jaques - 2008
PeopleFinder
Mallesons Stephen Jaques
PeopleFinder
Mallesons Stephen Jaques of Sydney, Australia was honored for PeopleFinder, the technological spearhead of ClientFirst, a program of continuous improvements to the firm’s standards of client service. PeopleFinder gives individuals who contact Mallesons using a BlackBerry the ability to determine whether the person they’re calling is available, and if not, when and where they can be found. PeopleFinder has rerouted more than 10,000 phone calls per month from voice mail to a person who can provide assistance. Mallesons also won an InnovAction Award in 2007 for its TalentNet initiative.
Questions & Answers with Derek Hammil and Rupert Hanson
What goal were you trying to achieve? Why was it important?
The goal of PeopleFinder was to improve Mallesons standard of client service. It was important to create an observable service differentiation and to achieve recognition for client responsiveness.
How did you gather the internal support, resources and personnel to make it happen? Was there resistance?
PeopleFinder was part ClientFirst, a program of continuous improvements to the firm’s standards of client service.
What was the most satisfying aspect of making your project a reality?
Introducing by a mash-up of 18 data sources reliable, accurate and rich presence information real-time to the firm’s intranet directory and Blackberries.
How have you measured the success of your innovation over time?
PeopleFinder has resulted in over 10,000 more calls each month being answered by a person rather than by voicemail.
How have your lawyers, staff and clients responded to this innovative accomplishment?
There was a 97% take up of PeopleFinder within 1 month. The fact that PeopleFinder needed no training and required no additional effort from users added to its attraction.
What has been the reaction from your competitors, or from the local legal community and media?
How did you do that? How does a law firm acquire the capability to develop innovative technological solutions?
What advice do you have for others who might wish to make something new happen in their law practice or firm?
Gather together a small team of developers experienced in aligning technology with the legal and commercial expectations of both a large law firm and its clients. Such a team requires managing and support to innovate and focus on developing solutions that attempt to redefine legal practice and client service.
Is there anything else you’d like to share with our readers about your experience with this project?
PeopleFinder has greatly increased the proportion of client calls handled by a person who can directly help a client. This has not only improved the quality and
consistency of Mallesons’ client service but is also offering exciting opportunities for other web 2.0 applications developed using PeopleFinder technologies.
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[LastName] => - 2009
[Title] => Family, Justice and Law Initiative
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[FirstName] => Practical Law Company
[LastName] => - 2009
[Title] => Creating Efficiency for Business Lawyers
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[FirstName] => Novus Law
[LastName] => - 2008
[Title] => Documenting the E-Discovery Process
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[LastName] => - 2007
[Title] => New Perimeter
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[Title] => Association of Media and Entertainment Counsel
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[LastName] => - 2005
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[Title] => OUT Law
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[LastName] => - 2004
[Title] => Comprehensive Training Program
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[FirstName] => The Law Chambers of Nicholas Critelli, P.C.
[LastName] => - 2004
[Title] => Work space design
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[FirstName] => Wragge & Co.
[LastName] => - 2004
[Title] => Cost accountability
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Mallesons Stephen Jaques
PeopleFinder
Mallesons Stephen Jaques of Sydney, Australia was honored for PeopleFinder, the technological spearhead of ClientFirst, a program of continuous improvements to the firm’s standards of client service. PeopleFinder gives individuals who contact Mallesons using a BlackBerry the ability to determine whether the person they’re calling is available, and if not, when and where they can be found. PeopleFinder has rerouted more than 10,000 phone calls per month from voice mail to a person who can provide assistance. Mallesons also won an InnovAction Award in 2007 for its TalentNet initiative.
Questions & Answers with Derek Hammil and Rupert Hanson
What goal were you trying to achieve? Why was it important?
The goal of PeopleFinder was to improve Mallesons standard of client service. It was important to create an observable service differentiation and to achieve recognition for client responsiveness.
How did you gather the internal support, resources and personnel to make it happen? Was there resistance?
PeopleFinder was part ClientFirst, a program of continuous improvements to the firm’s standards of client service.
What was the most satisfying aspect of making your project a reality?
Introducing by a mash-up of 18 data sources reliable, accurate and rich presence information real-time to the firm’s intranet directory and Blackberries.
How have you measured the success of your innovation over time?
PeopleFinder has resulted in over 10,000 more calls each month being answered by a person rather than by voicemail.
How have your lawyers, staff and clients responded to this innovative accomplishment?
There was a 97% take up of PeopleFinder within 1 month. The fact that PeopleFinder needed no training and required no additional effort from users added to its attraction.
What has been the reaction from your competitors, or from the local legal community and media?
How did you do that? How does a law firm acquire the capability to develop innovative technological solutions?
What advice do you have for others who might wish to make something new happen in their law practice or firm?
Gather together a small team of developers experienced in aligning technology with the legal and commercial expectations of both a large law firm and its clients. Such a team requires managing and support to innovate and focus on developing solutions that attempt to redefine legal practice and client service.
Is there anything else you’d like to share with our readers about your experience with this project?
PeopleFinder has greatly increased the proportion of client calls handled by a person who can directly help a client. This has not only improved the quality and
consistency of Mallesons’ client service but is also offering exciting opportunities for other web 2.0 applications developed using PeopleFinder technologies.
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