by Aaron Pippin, Senior Project Manager, Fios, Inc.
It is well-known that retaining a client is much easier and more cost-effective than finding a new one. In most cases, the provider’s goal is to further the work with a client and eventually get to a point where a partnership develops. As that partnership grows, the trust factor grows, work flow becomes efficient, and both parties begin to operate like a well oiled machine.
In e-Discovery, the key component (or oil, to continue the metaphor) to maintaining this partnership is the quality of case management. A law firm may send a large set of data to a provider because they know the provider will quickly process the data and prepare it for review. However, some of that data may be corrupt and cannot be processed, or additional hand holding may be required in order to move it along.
During the monitoring and control phase of the engagement, the Project Manager works with the client to inform them of the issues that arise and possible solutions to resolve them. These new options may impact timelines, data volume, productions, and potentially review strategy.
As the solutions are implemented, counsel will be able to develop their strategy based on the information provided by the Project Manager. The relationship of trust will begin to build. And as trust grows, the processes set in place will allow the quantity of data to process and produce to increase.
Filed under Discerning e-Discovery.