Winning the Battle for Attention
The average attention span is just 47 seconds. That’s why it’s more important than ever to understand your audience and craft content with intention.
Beyond the finish line: The importance of CLM post-implementation support
Contract Lifecycle Management (CLM) systems have become essential tools for corporate law departments seeking to reap the benefits of digital transformation. CLM technology can streamline the entire contract process—from creation through execution and beyond—while improving compliance and generating actionable insights. Yet many CLM implementations fall short of expectations as organizations struggle to realize the full value of their technology investment. In this paper, a panel of corporate contract experts explored the factors impacting CLM success and why investing in post-implementation support is essential to maximize the return on a CLM investment and ensure long-term success. The CLM Success Journey Deploying a new CLM system is a major undertaking involving careful planning and follow-through. To be successful, CLM implementation encompasses three phases, beginning long before the technology is selected and continues beyond launch as the tool evolves to support the organization. However, CLM project teams often focus on the pre-deployment and deployment phases, without paying sufficient attention to postimplementation platform support. Indeed, many organizations view the process of launching the new system as “the finish line” in their race to digitize contract processes. In reality, it is just the beginning. CLM Adoption Challenges Despite pre-deployment planning, CLM user adoption can be negatively impacted by a range of factors, including: Failure to pre-cleanse data before migration Training lacking detail and process explanations Too many features introduced at once making adoption complex Reporting needs not aligned with management expectations and tool capabilities Too tight an implementation timeline Insufficient vendor support Any or all of these factors can lead to poor user adoption. Tina Czepiel, Vice President of Legal for Validae Health, recounted her experience where a new CLM system that worked in the development environment fell short after launch. “We had a big rollout and then when team members started using the system nothing worked. So right from the start there was very poor adoption. People refused to use the system.” Uploading legacy contract data is another common challenge. Czepiel says that she provided the CLM vendor with the company’s legacy data to upload to the system. “This was my first CLM project, so I did not fully realize the importance of cleaning the data and providing the right metadata. This upfront issue continued to cause problems down the line,” she says, noting that several months after launch, she brought in Integreon to help get the project back on track. “Having Integreon there to hold users’ hands through the process was invaluable.” Douglas Martin, Executive Director of Legal and Compliance Innovation for Morgan Stanley, agreed on the importance of personalized support. “That includes making sure each ticket is followed up on, that training is detailed and customized to specific processes.” Introducing too many features at once can also hamper success. While CLM is focused on improving end-to-end processes, Martin said that implementation does not have to be an all or nothing proposition. “You can start with one or two phases of the process. Maybe it’s just consolidating multiple contract repositories into one, or using generative AI to help people do contract drafting or redline reviews faster and more accurately. That could be a big win.” Organizations can start small, addressing key process pain points, then build on those successes. Critical Success Factors So which best practices are most important for CLM implementation success? The panelists cited a number of important success factors, including: Set tool capability expectations with users and management Provide written guides and cheat sheets post-deployment training Train “super users” to support teams Document with vendor what data the tool captures and align to required reports Implement “office hours” or a help desk line to answer questions Understand leadership and business client reporting requirements Czepiel said training “super users” and providing cheat sheets were key success factors in her experience. However, she cautioned that busy professionals don’t always have time to review written guides. “So recently, we’ve developed just-intime videos. Right before a user takes an action, they can view a video that takes them through each step of the process. That’s been working very well.” Martin echoed the value of using digital adoption tools. “We have found that interactive walk throughs that provide training right within the application are very effective.” He added that these tools can be tailored to provide guidance that is specific to company processes and policies. “For example, we added a pop-up right in our CLM tool to provide information on our company’s policy around PII (personal identifiable information).” Panelists pointed to effective reporting as a key success factor for a CLM deployment. “Reporting feeds adoption. If you don’t have good reports that enable managers to hold their teams accountable for how the tool is working, then adoption falls apart,” said Diane Homolak, Vice President of Technology Solutions for Integreon. “Reporting is one of the main things we are trying to get from a CLM,” Martin said. “Even if the reporting data isn’t perfect, we can use it to refine the tool to make sure we’re getting the data we need.” On-demand support surfaced as another critical success factor. “We need to remember that users are adopting a new tool in addition to their day-to-day jobs. So having someone the user can call or do a chat with so they can explain the specific issue or question they have and get customized support can be critical to alleviate their frustration and win them back to using the tool,” explained Patricia Callejon, Director of CLM Strategy and Solutions for Integreon. She noted that this support function is also crucial for gathering user feedback to help improve training materials and guidance tools. Czepiel noted that designing the system in ways that effectively force people to use it, such as linking it as a required process for issuing a purchase order, can be effective. “People are now getting used to the system so they are becoming more comfortable with it.” Martin agreed with the approach of having steps that require use of the CLM, but noted that it’s
Integreon Partners With Efficient Elements in Providing Customization Services for Their PowerPoint Add-In
November 12, 2024 – (AUSTIN, LONDON, AND NEUBIBERG) – Integreon, a leading provider of tech-enabled creative, business, and legal services announced a strategic partnership with Efficient Elements (EE), one of the global leaders in add-ins for Microsoft PowerPoint. With their product ‘Efficient Elements for presentations’, the Germany-based software company offers powerful tools to create professional presentations in a blink. The alliance formalizes a decades-long relationship between the two companies serving name brand clients, particularly in the financial services and consulting space. Many Fortune 500 companies struggle to create effective presentation materials quickly and efficiently while staying on brand. Working with Integreon and EE, clients will get 24/7 support from skilled professionals for customizing EE’s PowerPoint add-in to a specific corporate design, saving time and maintaining consistent quality. Other services provided include designing templates, icons, maps, and other custom graphics, as well as customizing agenda slides, and other EE features. Commenting on the partnership, Amit Kothari, Vice President, Creative & Business Solutions, Integreon, said, “For over a decade our partnership with Efficient Elements has been a remarkable journey of innovation and growth honing our expertise in creating thousands of custom EE style packages.” Amit went on to say,” Integreon’s 24/7 global delivery model ensures that our shared clients receive the turnaround time and quality they require. We’re excited to build on this success now and into the future.” Felix Dollinger, Managing Director, Efficient Elements, said, “We are excited to have Integreon as a partner for customizing our PowerPoint add-in ‘Efficient Elements for presentations’. EE offers unique capabilities to flexibly support any number of client styles, which is particularly valuable in consulting business. With Integreon, we are well positioned to deliver custom style packages quickly and at scale.” About Integreon Integreon is the trusted, global provider of creative, business, and legal outsourced solutions to corporations and law firms seeking to expand their capabilities and transform their performance. The company’s 3,500+ professionals provide expert support across a range of managed services—from creative design, content delivery and administrative support to legal and compliance. With global delivery centers on three continents, Integreon delivers round-the-clock service in 50+ languages and is deeply committed to client success, consistently delivering innovative, tech-enabled solutions that improve agility and efficiency to drive business performance. Integreon is owned by EagleTree Capital, a leading New York-based middle-market private equity firm with over $5 billion of assets under management. For more information about Integreon’s range of services, email [email protected] and follow Integreon at LinkedIn, Twitter and Facebook. About Efficient Elements Being one of the leading providers of add-ins for Microsoft PowerPoint globally, thousands of customers in more than 100 countries trust in Efficient Elements, including some of the largest and most renowned management consultancies and global corporations. With its unique feature set and customizability to any corporate design, ‘Efficient Elements for presentations’ dramatically increases slide quality and brand compliance while saving approx. 30% of the time spent with PowerPoint, guaranteeing a quick return on investment. For more information, visit efficient-elements.com or contact [email protected].
Navigating PERM Recruitment Successfully
This article first appeared on HR.com. View the original article here. The process of applying for green card sponsorships for foreign workers has become increasingly complex for employers in recent years. This is due in part to even more rigorous enforcement of labor certification regulations and employment anti-discrimination provisions by the Department of Labor (DOL) and the Department of Justice (DOJ). Recent high-profile lawsuits involving large tech companies and their hiring practices illustrate the importance of transparency and “good faith” efforts in the recruitment process. For employers, this means that their approach to handling Program Electronic Review Management (PERM) recruitment process requires increased diligence in regulatory compliance, thorough documentation, and proactive planning. How do employers balance this changing landscape and still complete PERM recruitment successfully? Consider the following best practices: Adhere to a Recruitment Timetable Successfully navigating the PERM process hinges on precise timing, especially during the recruitment phase, as DOL regulations are stringent and allow little flexibility with deadlines. Employers seeking labor certification must confirm that they have conducted a bona fide test through various recruitment methods before filing the PERM application. Once the Prevailing Wage Determination (PWD) is filed and pending with the DOL, it is crucial to have a detailed plan for conducting recruitment. This plan should include whether pay transparency laws apply specifying the types of advertisements to be posted, their timing, and the methods for record-keeping. Keep in mind that recruitment must start before the PWD expiration date with all recruitment activities occurring at least 30 days, but no more than 180 days, before the PERM filing date. A well-organized recruitment campaign demands careful planning that involves multiple steps, including advertising across various media and posting job orders, which take at least 30 days to complete. By proactively developing a plan, employers can prevent rushing at the last minute which can lead to errors or missed deadlines, potentially jeopardizing the entire recruitment process. Planning and staying mindful of expiration dates and regulatory timeframes are crucial to ensuring a smooth and successful recruitment phase. Mirror Regular Recruitment Practices and Uphold “Good Faith” Efforts DOL regulations require employers to demonstrate “good faith” throughout the PERM process. This issue was a focal point in the DOJ’s recent lawsuits against tech companies. The “good faith” standard” states that, to the extent possible, employers must conduct recruitment for the PERM position as they would for any other domestic hire. Employers should give particular attention to the application methods for the PERM role. As highlighted in recent DOJ litigations, these methods should mirror the employer’s typical recruitment practices and not require applicants to use alternative or outdated methods that might deter or narrow the pool of qualified candidates. By aligning PERM recruitment standard company practices, employers demonstrate consistency and mitigate the risk of appearing to favor foreign applicants. Use Caution When Reviewing Applicants A typical error in PERM recruitment is the delay in reaching out to potentially qualified U.S. applicants, so employers must be vigilant about timelines for reviewing and contacting them. While the regulations do not specify exact timelines, the DOL requires employers to demonstrate “good faith” in reaching out to applicants, which is also highlighted in recent DOJ litigation. “Good faith” efforts entail promptly contacting applicants who may be minimally qualified for the PERM role to avoid deterring their interest or delaying with the intent that they become unavailable. Delays in contacting potentially qualified applicants can be interpreted as a lack of genuine interest in hiring domestically, which may lead to legal action from the DOL and/or DOJ. Given that regulations do not specify a minimum number of contact attempts, employers should exercise discretion in their outreach efforts. The frequency and timing of these attempts should align with the employer’s standard recruitment practices and demonstrate a “good faith” effort to reach the applicant. It is crucial to thoroughly document all contact attempts, instances of a lack of response, and any confirmations from applicants indicating disinterest in the PERM role. Do Not Delay in Reaching Out to Potentially Qualified Applicants A typical error in PERM recruitment is the delay in reaching out to potentially qualified U.S. applicants, so employers must be vigilant about timelines for reviewing and contacting them. While the regulations do not specify exact timelines, the DOL requires employers to demonstrate “good faith” in reaching out to applicants, which is also highlighted in recent DOJ litigation. “Good faith” efforts entail promptly contacting applicants who may be minimally qualified for the PERM role to avoid deterring their interest or delaying with the intent that they become unavailable. Delays in contacting potentially qualified applicants can be interpreted as a lack of genuine interest in hiring domestically, which may lead to legal action from the DOL and/or DOJ. Given that regulations do not specify a minimum number of contact attempts, employers should exercise discretion in their outreach efforts. The frequency and timing of these attempts should align with the employer’s standard recruitment practices and demonstrate a “good faith” effort to reach the applicant. It is crucial to thoroughly document all contact attempts, instances of a lack of response, and any confirmations from applicants indicating disinterest in the PERM role. Be Aware of Technology’s Role (and Potential Risks) in Recruitment In today’s digital age, technology is increasingly crucial, and the PERM process is no exception. Tools like applicant tracking systems and AI-powered solutions can help employers organize resumes and screen applicants, enhancing efficiency and accuracy. However, ambiguity remains about how technology can and should be used during PERM recruitment while staying compliant with DOL guidelines, as regulations do not address the use of advanced technology in applicant vetting. Before integrating tracking systems and AI-powered technology into PERM processes, employers should be aware of several potential concerns. One major issue is the risk of bias and discrimination, as AI systems can inadvertently perpetuate or amplify existing biases in the data they are trained on, leading to unfair treatment of certain applicant groups. Additionally, the complexity and opacity of AI algorithms can make it difficult
7 Best Practices to Address the Human Factor of Cyber Attack Defense
Our previous Cybersecurity Awareness Month article, discussed the need to be aware of the human factors behind cyberattacks against organizations. Here are the seven best practices to address these human factors: 1. Be aware of where your data is and how long you really need the data Prolonging data storage beyond its necessary timeframe can heighten the risk of security breaches, subject you to additional legal complexities, and incur avoidable expenses. For instance, we once had a client who encountered significantly elevated compliance costs due to their failure to implement standard data retention policies. 2. Ensure you use multi-factor authentication (MFA) As it is a simple and essential security measure. Without MFA, you become an easier target for hackers. In today’s landscape, hackers operate like businesses and prefer to target individuals who require minimal effort for maximum gain. Don’t let yourself become their high-profit customer or victim. 3. Avoid using your work email for personal online activities such as emailing or shopping. Doing so raises the likelihood of your work being targeted by hackers. Cybercriminals frequently focus on business accounts by exploiting emails obtained from less secure personal accounts. 4. Be careful with payment requests such as emailing or shopping. Doing so raises the likelihood of your work being targeted by hackers. Cybercriminals frequently focus on business accounts by exploiting emails obtained from less secure personal accounts. 5. Verify through an alternative channel When you receive a suspicious email, verifying the information through a different communication channel is essential. Instead of replying to the email with questions like “Are you sure,” it’s best to call and speak with the sender directly to confirm the message’s authenticity. 6. Be honest and direct when reporting a potential breach This gives your cybersecurity team time to stop the breach. Report the incident truthfully and entirely to your cybersecurity team, or IT help desk. Most organizations have sophisticated tools to compare user accounts with system logs. If the story is not truthful, it will likely be discovered eventually. Do not try to handle a cyber incident by pretending it is a simple password reset issue. Most organizations understand and honor users when they make an honest mistake or fall victim to cyber hackers. 7. Cyber security is a team effort Cyber defense relies on layers of protection across technology and business processes. By working together and being supportive, we can create a culture of accountability and success. We can solve complex issues like cyber defense when we unite as a team. Happy Cybersecurity Awareness Month! Read our other Cybersecurity Awareness Month Blogs
Case Study: Legal Document Processing
Elevating Performance and Reducing Cost of an AmLaw 50 Firm’s Document Team Client Top 50 US law firm known for representing some of the world’s largest technology and life sciences companies. Practice areas include corporate, litigation, patents and innovations, regulatory, and technology transactions. Challenge Documents lie at the heart of legal matters, and for any law firm operating under the pressures of increased workloads and client demands to reduce costs, creating efficiencies for document production is essential. Our client sought an approach to reduce document production time, while decreasing costs. The selected solution also had to ensure not just speed, but accuracy while also meeting regulatory requirements and client agreements on time and budget. The firm turned to Integreon legal document processing services team to architect and implement a new firm-wide model to boost the performance of their document product team. Solution Integreon worked closely with the law firm’s operations and administrative leaders to pinpoint the obstacles to making document production efficient and created a series of recommendations and a roadmap to meet their objectives: Reconfigured Team to Boost Performance Created a high performing, well-coordinated, dual-shore support team, with upgraded skills and knowledge including enhanced presentation support Custom designed and deployed in-depth work quality training Streamlined the firm’s document production hiring process to ensure resources are placed on the team to best meet client expectations Improved Efficiencies Created and rolled out a robust workflow model to improve team efficiency and manage workflow Developed a cost-effective workload capacity plan and implemented automation to improve efficiencies Built “quick turn team” to handle rush projects with required delivery time of two hours or less. Now 50% of the overall team’s work is handled this way Improved use and accuracy of project and production hours reporting Upgraded Work Product and Service Levels Devised quality assurance framework to maintain high service standards Developed commitment to continuous improvement through feedback loops and proactive adjustments Applied strict adherence to legal and regulatory requirements across multiple jurisdictions Strengthened Data Security Practices Identified and implemented a safer, more secure and client connectivity system supported 24/7, creating less downtime and access complications (Integreon Citrix) Adopted best practices security configurations, and created unique, auditable user accounts with specific access security such as dual-factor authentication Results Dual-shore model resulted in 15% overall cost reduction Scaled headcount in response to increased workload and adoption of new services Team assisted in expediting implementation of new document management system Both US and offshore (Mumbai-based) associates can access Citrix through different servers and can connect to alternate servers in case of any downtime that arises due to maintenance or any IT related activity
Even GenAI Needs a mother and other Takeaways from My Week on the Road
The last few weeks have been busy, full of face-to-face meetings that have left me energized and inspired. While our new remote world offers countless benefits, more flexibility, and increased collaboration across time zones, you just can’t beat interacting with people in person. I had the pleasure of attending Relativity Fest in Chicago followed immediately by the Nuix XLR8 conference in London. Both events were fantastic opportunities to reconnect with colleagues, exchange ideas, and explore the future of our industry. Unsurprisingly, genAI took centre stage at both conferences. It’s an exciting time to be in eDiscovery, and I feel fortunate to be able see the landscape evolve in real time. As we know, genAI is showing enormous promise in enhancing efficiencies across a range of workflows. That said, as we embrace the evolution of AI technology, we must be mindful of the ethical and moral implications. As humans we must take our responsibility seriously to fully benefit from the true potential of the AI/human partnership. We must respect the power of AI, treat it with care and nurture it as it evolves. Arbitrary guardrails to keep AI on the right path are not enough. One of my favourite quotes from the Nuix XLR8 conference came from the keynote speaker, Liesl Yearsley, “I don’t think GenAI needs a master, I think it needs a mother.” This perfectly captures the need for responsible, thoughtful implementation of AI systems. It’s a powerful tool, but it requires careful oversight and guidance to ensure it is used ethically. The Future of Human Review Throughout both conferences, one topic consistently came up in my conversations: the future of human review. Many posed questions to me such as: “Do you think human review is on its way out?” “Aren’t you worried about GenAI?” “Isn’t GenAI causing concern at your company?” Of course, these are valid questions, and while GenAI is certainly reshaping aspects of the world in which we work, I don’t believe we’re heading toward the extinction of human reviewers. In fact, I see the role of humans evolving rather than diminishing. Ten years ago, first-level review looked vastly different than it does today, and technology has always played a part in that evolution. As genAI becomes more integrated into eDiscovery, we’ll see smaller, more specialized teams handling tasks that were once more labor intensive. That’s not bad news, it’s growth. There are three critical components of a successful document review – training, calibration and validation. Humans remain at the core of all three of these components and they are baked into all defensible genAI review workflows. Even in a hypothetical world where genAI is 100% adopted, 100% accurate and is free to use, humans are still needed to design, manage, and oversee the workflow. One Tool in a Toolkit It’s important to remember that genAI is just one tool in a broader eDiscovery toolkit. While it will undoubtedly bring efficiencies, it won’t solve every problem. Additionally, as data types and volumes continue to grow, the challenges eDiscovery practitioners face will evolve as well. GenAI might reduce some headaches, but it could also introduce new ones. For instance, prompts being discoverable, will only add fuel to the fire of expanding data types and volumes, bringing with it added complexities across the EDRM. GenAI being one tool in a broader toolbox is even more important to remember when you look at the wider context of the market and risk tolerance for genAI. Of course, there are some who are fully emersed in all things AI, while at the other end of the spectrum you have some who are very resistant to risk, change and/or technology. Then you have everyone else in the middle, some may have an interest in learning about the power of genAI, but they are happy with long established workflows underpinned by tried and trusted review efficiency techniques. One size does not fit all in the world of litigation, disputes and investigations. It never will. The Exciting Road Ahead I expect that we’ll soon start to see litigation about AI in discovery in both the US and the UK that will shape how we move forward as an industry. 2025 is going to be an incredibly interesting year as the courts as legislators tackle genAI, helping us better predict the future eDiscovery landscape. There’s no question that genAI is here to stay, and it will continue to evolve and improve, while at the same time the cost of use will come down. As we navigate this exciting period of transformation, I’m optimistic about what’s ahead. GenAI is a powerful tool, but the human element remains irreplaceable in ensuring its success. Together, we can harness this technology to create more efficient, effective, and innovative workflows that push our industry forward. GenAI is here to enhance our efficiency and elevate our capabilities, not make us extinct.
Strong Cyber Security is Just Good Business
With digitization and the proliferation of cyberattacks, having a well-conceived cyber security strategy is imperative for businesses globally. Threat actors are gaining in sophistication making use of new technologies such as generative AI to develop targeted phishing and malware attacks rendering organizations even more susceptible. While having sensitive data exfiltrated is the result of most cyber breaches, it is only one area of impact. Companies need to ensure they are developing a comprehensive cyber security approach to guard against additional types of exposure. The benefits of having strong cybersecurity practices in place include: Protection of Sensitive Information: Cybersecurity measures help safeguard confidential business data, including customer information, financial records, and intellectual property, from unauthorized access and breaches. Maintaining Customer Trust: Robust cybersecurity practices help build and maintain trust with customers, who expect their personal and financial information to be secure and protected from cyber threats. Preventing Financial Loss: Cybersecurity can help avoid the financial impact of data breaches, including legal fees, regulatory fines, and loss of business. Compliance with Regulations: Many industries are subject to strict data protection regulations. Strong cybersecurity practices ensure businesses stay compliant and avoid penalties. Safeguarding Business Reputation: A data breach can severely damage a company’s reputation. Investing in cybersecurity helps protect the business’s image and public perception. Ensuring Business Continuity: Cyberattacks can disrupt business operations. Robust cybersecurity ensures businesses can continue operating smoothly, even under potential threats. Mitigating Risk of Cyber Threats: Proactive cybersecurity measures identify and mitigate risks before they can be exploited by cybercriminals, reducing overall risk exposure. Competitive Advantage: A strong cybersecurity posture can be a market differentiator, showing customers and partners that the business prioritizes data security. Protecting Against Ransomware: Cybersecurity helps defend against ransomware attacks that lock business data and demand payment, ensuring that data remains secure and accessible. Supporting Innovation: Cybersecurity enables businesses to innovate and adopt new technologies confidently, knowing they are protected against potential threats. Happy Cybersecurity Awareness Month! Read our other Cybersecurity Awareness Month Blogs