Saturno Case Study

Miller Nash LLP
Portland, Seattle, Vancouver
www.MillerNash.com

Miller Nash endeavors to stay on the leading edge of information technology in the legal field. The company Web site—located at www.MillerNash.com—offers Miller Nash clients non-stop access to useful information, including industry and legal news, informative articles, and press releases. The site also features tools that allow clients to conveniently customize and organize available information.

When Miller Nash recently decided to upgrade their Web site and data systems they wanted to achieve the following goals:

• Redesign the Web site to project a fresh, sharper image
• Easily and cost-effectively manage site content
• Use Extranet to provide clients with secure, on-demand access to information
• Maintain and cultivate relationships with press and media contacts
• Extend information to mobile users through new Internet technologies
• Tie it all together with CRM integration using Saturno Client Service Center

To achieve these goals, Miller Nash engaged the services of Saturno Design. The Saturno team carefully analyzed the Miller Nash Web site, worked with employees to identify key concerns, and implemented the following innovative solutions.

Redesign the Web Site to Project a Fresh, Sharper Image

The Problem: Miller Nash needed a scalable Web site that would accurately project the company image to clients and business partners.

The Solution: The Saturno team worked closely with Miller Nash department leaders to identify the current company image, understand the direction of the firm, and establish goals for future development and marketing.

The new Miller Nash Web site design complements current marketing efforts and provides a scalable platform for ongoing growth and development. As a data-driven site, the new MillerNash.com can be easily modified, expanded, or scaled back. In the coming years, MillerNash.com will accommodate complete graphical redesign in rapid fashion, at low cost.

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Easily and Cost-Effectively Manage Site Content

The Problem: Miller Nash wanted to accelerate content delivery and eliminate costly, time-intensive management.

The previous version of MillerNash.com was built using static HTML (Hypertext Markup Language). As a static Web site, MillerNash.com consisted of more than 1000 separate HTML files. Changes to existing Web pages were accomplished by editing individual files, which required the services of a professional Web site designer. Even basic Web site updates often resulted in changes to at least a dozen files.

Although the Web site had served the firm well for several years, content management problems were surfacing due to both the static nature of the site and the increasing amount of online information that Miller Nash needed to manage. Web site edits were time-consuming and expensive, a problem exacerbated by the weekly addition of new information to the site.

The Solution: Saturno created a scalable, data-driven Web site, and offered Miller Nash a customized content management application.

By consolidating all of Miller Nash's articles, biographies, press releases, and other electronic content in a database, the Saturno team centralized management and eliminated hundreds of superfluous Web site files. Saturno built a new version of MillerNash.com using fewer than 40 ASP (Active Server Pages) files. When Web site visitors request information, the redesigned Miller Nash site pulls files directly from the database and displays them in the default graphic layout.

The Saturno team also provided Miller Nash with a customized application for e-content management and delivery (WebBack^TM). Using this application, employees from various departments can update Miller Nash site content quickly and easily, without specialized knowledge or training.

The Benefits: With the redesigned Web site and customized management application, Miller Nash slashes management costs, rapidly delivers information, and simplifies the user experience.

• Low Cost: Miller Nash has deployed their custom-designed application to minimize the cost of Web site management. Any authorized employee of Miller Nash can update, add, or delete Web site content at any time, from any location—without the aid of a Web designer. The Saturno team estimates that the application reduces Miller Nash's annual Web management costs by 80 percent.
  
• Rapid Delivery of Information: The application developed for Miller Nash speeds the delivery of new electronic information: staff members simply add new data to the Web site by entering it into a database.
  
• Ease of Use: The application's browser-based interface is intuitive and easy to use. It eliminates the traditional learning curve because employees don't need specialized training in order to use the application.

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Provide Clients with Secure, On-Demand Access to Information

Like most law firms, Miller Nash exchanges substantial amounts of information with their clients. Client-specific files are constantly emailed, faxed, and hand-delivered between client and attorney. In addition, information is routinely shared among employees at the three Miller Nash corporate offices.

The Problem: Miller Nash needed a secure, organized way for its employees and clients to easily share files and information.

The enormous amount of information being exchanged via personal email accounts made data tracking extremely difficult. There were also security risks, as basic email is one of the least secure ways to send information. This problem was compounded because multiple versions of the same document could simultaneously exist.

Moreover, the process of procuring and delivering documents was time-intensive for both Miller Nash employees and clients. Clients did not have access to information whenever and wherever they needed it.

The Solution: The Saturno team developed a customized version of their extranet- and project management software, Saturno Extranet. Saturno Extranet is an extranet software system that runs on Windows Web servers. Saturno Extranet stores a client's key documents in a centralized and secure location. Clients can securely log into the Miller Nash extranet at any time to retrieve documents, review messages, and upload new documents and messages to Miller Nash employees or attorneys.

Each file has a traceable history, and multiple versions of a document are archived to preserve the content of older versions. Using this feature, attorneys and clients can track the evolution of documents, compare versions, and maintain original information.

Because files are stored in a centralized location, locating documents is a quick and simple process. Advanced sorting and searching features allow any authorized user to locate and retrieve information in just a few easy steps.

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Maintain and Cultivate Relationships with Press and Media Contacts

The Problem: Miller Nash needed a way to ensure that press and media contacts had on-demand access to Web site content.

The Solution: Saturno developed a specialized section of the Miller Nash Web site to serve the needs of media contacts. Media contacts can log into the Miller Nash "Press Room" to skim story ideas, read press releases, or download logos and photos.

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Extend Information to Mobile Users through New Internet Technologies

The Problem: To supply employees and clients with the latest information, Miller Nash needed to deliver its Web site content via mobile access devices.

The Solution: The Saturno team developed a PDA version of MillerNash.com for mobile users. Web site visitors can now access the Miller Nash Web site on their Palm, Handspring, or Windows Pocket PC devices.

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Tie Everything Together with CRM Integration, Saturno Client Service Center

The Problem: Miller Nash needed a way to maintain accurate client records across software systems: Web site, Extranet, and Marketing applications.

The Solution: The Saturno team deployed Saturno Client Service Center to maintain a single, accurate record for each client in all of the Miller Nash applications - extranet, Web site, and electronic marketing systems. Using the components available in Saturno CRM, Miller Nash can update client information in any single application, and the changes are reflected in other systems automatically.

Saturno Client Service Center helps the marketing department to manage electronic subscriptions and to update client info with little effort. In fact, Miller Nash clients can use the Web site to subscribe to publications and alerts, RSVP for events, cancel electronic subscriptions, change they way they receive electronic subscriptions, or update their contact information like email, phone, address etc. All of this information is saved in Saturno Client Service Center and in Miller Nash's CRM software, ContactEase. These automated account options save the firm a tremendous amount of time and money.

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