Matter experience database
Summary
Matter experience is currently tracked manually in several locations and formats. A central repository is now a critical requirement.
Score breakdown
Category score is the share of that category's criteria answered yes. Contribution is that score times the category weighting.
- Areas of focus1/1×5%5.0
- Clients3/3×10%10.0
- Expansion & global footprint1/3×25%8.3
- Increasing revenue & profitability2/2×25%25.0
- People & culture0/2×10%0.0
- Innovation & service delivery2/2×10%10.0
- Operational infrastructure2/3×15%10.0
Criteria
Areas of focus
- Improves growth in the areas of focus: yes
Clients
- Improves client satisfaction scores: yes
- Improves client retention rate: yes
- Improves net promoter score: yes
Expansion & global footprint
- Supports expansion of regional offices: no
- Supports expansion into new countries: yes
- Increases revenue from international markets: no
Increasing revenue & profitability
- Improves fee earner revenue: yes
- Improves utilisation rate: yes
People & culture
- Improves employee engagement scores: no
- Improves staff retention: no
Innovation & service delivery
- Improves efficiency through adoption of legal technology: yes
- Improves processes through automation: yes
Operational infrastructure
- Reduces operational footprint through optimisation and automation: yes
- Allows for risk mitigation: no
- Aligns with the technology roadmap and future plans: yes
Benefits
Time savings for business development, marketing and fee earners preparing credentials and submissions; faster pitch turnaround; higher win rates from better tailored content; less duplication and manual data entry; firm-wide experience tracking for reporting and analysis. Greater confidence in the accuracy and completeness of experience data; better knowledge sharing across teams and offices; faster and more relevant responses to clients; stronger market profile.
Resources required
Project manager; IT development resource; internal communications; business development and marketing team; end user training; ongoing support and maintenance
Review note
Needs a business case to gather requirements, evaluate the market and understand integration with the CRM and the practice management system. The volume of valuable work being delivered makes manual tracking unsustainable.
Position
68.3
Weighted score out of 100
#2
of 28
Scores 50 or above: on the shortlist for a business case.
Facts
- Sponsor
- Fiona Mercer — Chief Business Development and Client Officer
- Sponsor identified
- Yes
- Cost band
- £150–£300Kmidpoint £225k
- Benefits
- Medium tangible benefitsscore 2
- Complexity
- Mediumscore 2
- Strategic alignment
- 71%
- Schedule
- Jan 2027 — Aug 20278 months
- Delivery team
- Laura Pemberton