Jackson Lewis P.C.

The implementation process went smoothly, with the firm essentially able to “plug and play” the solution with just a few easy configurations to branding and security to make it their own. 

Ready to create powerful applications 

One of the most common HighQ use cases is to share information on matters and the firm has created many client sites for this purpose. Mark Salamon, Director of Innovation, Client Solutions, at Jackson Lewis, says, “It’s so easy to share information on iSheets, which you just can’t do in a file-based only extranet platform.” 

One practice group, which works with hundreds of clients and advises regularly on compliance, was unhappy with the user experience of their previous file-sharing system, so they asked for a template to be built for their specific needs. This included creating an attractive landing page displaying key client information with folders set up in a specific way. More importantly, it had to be easy for lawyers and professional staff to add clients and tweak features themselves, rather than having to ask the IT team to do it for them. In just a few months, 200 client sites have been set up from this template on a completely “self-serve” basis by lawyers and staff. 

Jackson Lewis also uses HighQ to create highly sophisticated client sites that are more like applications or solutions, where information is entered that generates an action or a workflow. For example, one of its major clients wanted a solution that would allow them to generate documents on their own, automatically. This was the reason the firm decided to bring on board Contract Express — something it did not initially have — knowing that it could leverage the product in other ways for other clients, too. It was an extraordinary success. 

“When we showed it to the client, their jaws just dropped,” says Salamon. “It was way beyond their expectations. Since then, we’ve been doing much more with the document automation piece, such as creating solutions to generate numerous agreements. People have a vision of document automation as being a bit like mail merge, but when they see it, they’re really impressed. It’s very popular internally and externally.” 

Beyond that, Salamon and his team have been building applications in Collaborate. There, clients needing advice can submit requests and then a workflow is created, status is tracked, and notification emails are sent automatically. These sites also provide up-to-the-minute analytics to clients — for instance, how many requests have been opened and closed — and incorporate Contract Express and DocuSign to generate and sign documents. 

ROI: Keeping clients happy 

As Salamon puts it, “HighQ Collaborate is about developing solutions, rather than just sharing documents, and that takes it to a whole new level in terms of value. One of the nice things is that Collaborate is so approachable. We can put something together quickly, with no code required, and people can immediately see the benefit.” 

“We receive many RFPs, so being able to have this capability is a real selling point. Both clients and our lawyers will say, ‘Oh, it would be great if we could do x,’ and then you come back and say, ‘Well, we can do x, y, and z.’ People see what is possible and it opens their eyes. That is really powerful.” 

The firm measures the success of the solution in the excellent client feedback it receives, how widely it is being used, the value of work it has helped the firm win from existing and new clients, as well as the time it saves and the quality and consistency of work that it enhances. For Salamon, HighQ is vital, “enabling technology,” just like email. “The ROI is that you keep your clients happy,” he says.