Customer Value Lifecycle Series pt 1

This is the first of a four-part series on the Wolters Kluwer’s ELM Solutions Customer Value Lifecycle. This post introduces the service model and describes the implementation phase. Subsequent posts will describe the other phases within this approach.

When considering their options for enterprise legal management (ELM) systems, corporate legal professionals need to be sure that the attention and great service they receive from their aspiring vendors will not end with the sales cycle. A vendor worthy of choosing will partner with their clients, understand their goals, and work with them continuously to make sure that they are getting all that they can out of their ELM investment.

It is in that spirit of partnership that ELM Solutions is introducing our new Customer Value Lifecycle. While we have always focused on best-in-class service and support, the Customer Value Lifecycle reflects our continued emphasis on the holistic customer experience and includes new programs and investments. The goal is to help customers capitalize on their technology investment, empowering their teams to work smarter and more efficiently to achieve positive business outcomes. We work with our customers to help them improve their operational performance, get the most out of their ELM investment, and keep pace with industry trends.

It’s About Customer Success

That commitment to customer value is the reason why we continuously invest in our customers’ success, combining our people, technology, customer programs, and services to create an unrelenting focus on building great end-to-end customer experiences. The Customer Value Lifecycle is our approach that helps customers realize the maximum value from our solutions from day one of implementation and throughout their ongoing use of our platforms, products, and services.

The ELM Solutions Customer Value Lifecycle encompasses four areas of the customer relationship:

  • Implement – get up and running on our solutions using our agile implementation methodology while ensuring law firms and other legal service providers receive onboarding support
  • Use – training and support help our customers accomplish their day-to-day tasks and goals
  • Collaborate – participate in customer user groups, peer networking, and product roadmap reviews to innovate through collaboration and share valuable feedback
  • Enhance – new products, product enhancements, and managed services continue to add value to your technology investment

The Customer Value Lifecycle

Rapid Implementation

When a customer chooses Passport® or TyMetrix® 360°, they deserve an implementation process that drives toward their success as soon as possible. Our first step in supporting that success is to deliver value quickly – and the SmartLAUNCH program does just that. SmartLAUNCH uses agile methods to provide a rapid response implementation and facilitate user adoption. In close partnership with the client, we quickly make enhancements based on customer feedback during short, collaborative, and iterative implementation cycles.

The immediate goal is to get e-billing up and running right away with best practice billing guidelines based on our experience with hundreds of implementations. We also bring common workflows, features, and processes online quickly, based on best practices developed over years working with industry-leading clients. Then, as users work with the software and begin to understand how its functionality intersects with their needs, we gather and implement evolving user requirements as we move through the implementation timeline. This process not only results in a shorter time to value for our clients but also ensures that their requirements are reflected accurately

Meanwhile, a dedicated team of specialists quickly onboard our clients’ legal service providers onto our e-billing solutions. Law firms and other providers represent an integral part of the process that is key to achieving the client’s goals with their new system. Service providers then call ELM Solutions if they need help with the solution, relieving customers of the need to spend time or resources providing support.

The Customer Value Lifecycle reflects our determination to put client success at the center of the ELM Solutions mission while helping our customers achieve the highest possible value at every step of their legal operations evolution. That’s the whole point of what we do. Visit the Customer Value Lifecycle page to learn more about how this approach can help you.

Continue to part two of the Customer Value Lifecycle blog series, focusing on how ELM Solutions supports customers' day-to-day operations.


About The Author

Barry Ader

As Vice President, Product Management and Marketing for Wolters Kluwer’s ELM Solutions, Barry directs all Product Management, Alliances and Marketing efforts. In this role, Barry is responsible for analyzing and understanding the enterprise legal management (ELM) market, managing the product portfolio, creating a compelling roadmap and driving new business opportunities. He is also responsible for leading and developing the marketing strategy establishing Wolters Kluwer’s ELM Solutions as the premier services and technology provider in the global corporate legal market.

Barry has extensive experience in a variety of technology and management roles in the IT industry helping global companies drive their value proposition with customers. Most recently, Barry led the marketing efforts for 3D Printers at 3D Systems. He also held a variety of product management, marketing and go-to-market roles at EMC Corporation.

Barry holds a Bachelor’s degree in Computer Science from Queens College and an MBA in Marketing from Pace University in NY. He is extremely...