EnterSpace Personalization Suite™ for Legal Services

Get closer to your clients by leveraging your firm’s collective knowledge to deliver your best 1-to-1 messages…right now.

For centuries, personalization was a key competitive advantage for law firms. Successful firms knew their clients’ needs intimately. However, over the past decades financial drivers of the business have changed. Economies of scale have made for larger firms working with more numerous clients in distributed offices. One client may need to interact with more than a dozen different attorneys within the same firm, yet dispersed worldwide. The net result is that today, managing client relationships is much more difficult. At the same time, many clients are demanding that their legal services be delivered from an increasingly sophisticated, technologically advanced platform tailored exclusively for them. Using technology to enable personalization of the client relationship offers much promise.

Personalization Based on the Current Transaction & Session, not just Past Information Personalization and CRM (client relationship management) solutions within the legal field are growing. Many are adequate; but most lack true real-time functionality. Client segmentation occurs offline generally in some sort of periodic batch processing not while your client is online clicking through content or on the phone with their attorney. The result is categorization, not personalization. But clients don’t want to be thrown into large buckets; they want a 1-to-1 relationship. Moreover, as level of personalization increases to include session/ transactionally sensitive variables; like session clickstream, etc., the ROI for personalization initiatives improves substantially. Jericho Systems can make customized content decisions through every click and during every phone call.

For Example A client beginning a new software company is working with their attorney to complete the articles of incorporation. The lawyer has the firm’s contact management/ CRM system running on his desktop. Based on this current phone call, could you display a reminder to the attorney to cross-sell and introduce the client to your patent practice? Notice that this is personalization built into firm culture and processes. The same example applies if your client is online reviewing their articles of incorporation; in a secure, customized portal also enabled by Jericho Systems.

Multi-Channel Personalization™ As the example above conveys, Jericho Systems’ personalization is enabled through any client-facing channel, i.e. web, phone, etc. Most personalization solutions operate on a single channel. Online personalization packages generally do not interact with legal contact management/ CRM systems causing client-specific messages to be inconsistent and drastically increasing the expense to implement personalization solutions. Who wants to buy two or more systems to do one job?

Centrally and Easily Administered, Firm-Wide With Jericho Systems, personalization is a function brought to the enterprise level. From the ground up, the EnterSpace Personalization Suite is built for distributed administration of personalization opportunities. There may be personalization rules that operate across the entire firm, and personalization rules maintained by an office or practice but the infrastructure and interface is consistent through the enterprise. In addition, the GUI for the management of personalization rules is built for the non-technical, but business savvy user.

Quickly Leverage Enterprise Information for 1-to-1 Relationships Within most law firms, information silos exist creating walls between you and your clients. Jericho Systems tears down these walls by giving you the ability to rapidly connect to these disparate data sources and use them for your real-time personalization initiatives.

Utilize Real-Time, Digital Feedback to Improve Personalization Initiatives for Greater ROI Your clients’ behavior has enormous value. The EnterSpace Personalization Suite captures information about your clients and their decisions that has never before been effectively made available or utilized. For every personalization decision, the tool captures relevant information about the client, the situation and the content offered to them. This is stored in a repository that may be referenced by future decisions. This provides an adaptive capability which enables you to avoid saturating a client with repetitive messages and enables customized content to be based on client choices and behavioral patterns.

Our enterprise software tool personalizes interactions through whatever channel, whenever your client chooses to enter that channel.

With the EnterSpace Personalization Suite, Legal Firms Gain Numerous Solutions, Including:

• 1-to-1, Multi-Channel Targeted Offerings to Clients based upon known client attributes and situational parameters including current case law and matter status, etc.; consistently across all client-facing channels.
• Secure, Online Interactive Portals in a controlled fashion, give your clients what they want, when they want it; to advance client relationships in real-time.
• Real-Time, Personalized Cross-Selling & Up-Selling enterprise infrastructure to increase revenues from current client base built into firm culture and processes.
• Robust Client Self-Care Solutions securely enable clients to interact with your firm 24-by-7.
• Simple Integration with Existing Customer Applications and Data Sources including CRM, time & billing, work-in-progress, document management and other enterprise data sources.

Legal Firms’ ROI in Jericho Systems is Derived from:

• Increased Revenue through targeted offerings, suggestive cross-selling and up-selling embedded into firm culture and processes
• Increased Revenue through increased client loyalty and satisfaction
• Decreased Costs of time to market and enhancement of personalization initiatives firm-wide
• Decreased Costs of interacting with clients from self-care solutions

The EnterSpace Personalization Suite can scale to millions of personalization decisions per second, for user communities in the tens-of-millions, in a real-time, parallel scaling, fault-tolerant environment.