find the latest legal job
Senior Associate - Competition, Policy & Regulatory
Category: Other | Location: Sydney CBD, Inner West & Eastern Suburbs Sydney NSW
· Work with a well regarded Partner · Sydney CBD
View details
Commercial Litigation Senior Associate
Category: Litigation and Dispute Resolution | Location: Sydney CBD, Inner West & Eastern Suburbs Sydney NSW
· Lawyers Weekly Australia Partner of the Year 2016, Insolvency
View details
MULTIPLEX Regional Legal Counsel (Vic) | 7 to 10 years + PQE
Category: Generalists - In House | Location: Melbourne CBD & Inner Suburbs Melbourne VIC
· Career defining in-house role · Tier One international contractor
View details
Junior Lawyer - Personal Injury Law
Category: Personal Injury Law | Location: Parramatta & Western Suburbs Sydney NSW
· Highly specialized practice · Challenging role with great opportunities
View details
IR Advisor/Member Advocate
Category: Industrial Relations and Employment Law | Location: St Leonards NSW 2065
· Permanent (0.8-1.0 FTE) role in a developing team
View details
Mallesons wins with PeopleFinder

Mallesons wins with PeopleFinder

MALLESONS STEPHEN Jacques has been recognised for its development of an innovative client service technology program called PeopleFinder.For the second year running, Mallesons was selected by…

MALLESONS STEPHEN Jacques has been recognised for its development of an innovative client service technology program called PeopleFinder.

For the second year running, Mallesons was selected by the College of Law Practice Management to receive one of three InnovAction Awards, which recognise organisations that have shown “excellence and innovation in the management and delivery of legal services”.

PeopleFinder is an internally developed web 2.0 application that integrates much of the Mallesons’ existing communication infrastructure.

According to the firm’s executive director of business integration and technology, Gerard Neiditsch, it was developed to maximise the number of client calls that are directed straight through to an available lawyer who is able to assist and to reduce the number of calls going through to voice mail.

“The way the world has evolved, for most people, and particularly external people, it’s only really in those cases where they need something urgently that they use the phone. In other cases they just use email. And if you have something urgent it’s often quite frustrating to be put through to voicemail,” he said.

And it seems to be working, with an additional 10,000 calls a month now being answered by a person rather than going to voicemail.

The program works by allowing users to see each other’s status, which the system can determine based on information from BlackBerries and the firm’s intranet directory. This means that calls can be directed to the person most likely to be able to help the client on the spot.

“So if you have a window open for your team, when a call comes in you can see who in your team might be able to take the call,” Neiditsch said. “It’s very dynamic. It’s built on [identifying] what matters people are working on and which clients people are working with.”

Another key benefit of the program, Neiditsch explained, is that it’s easy for staff to use. “That has become increasingly important for us — because the people who are consuming the technology inside Mallesons generally have less and less time to learn,” he said. “So the reason the system took off so quickly is because it doesn’t require any training.”

PeopleFinder grew out of the firm’s “ClientFirst” initiative, which is a program designed to improve overall client service. “We have an objective to make sure that when clients interact with the firm in any way, not just [with] technology related [issues], that they get a consistently good experience,” Neiditsch said.

Mallesons was one of three organisations selected for InnovAction awards this year. The other two went to global firm Pillsbury Winthrop Shaw Pittman LLP and US legal service provider Novus Law LLC.

Like this story? Read more:

QLS condemns actions of disgraced lawyer as ‘stain on the profession’

NSW proposes big justice reforms to target risk of reoffending

The legal budget breakdown 2017

Mallesons wins with PeopleFinder
lawyersweekly logo
Promoted content
Recommended by Spike Native Network
more from lawyers weekly
Human body, illegal organ trafficking, ALHR
Sep 22 2017
Australia poised to combat illegal organ harvesting: ALHR
The Australian Lawyers for Human Rights are calling for changes to the law so that organ trafficking...
Online service, barristers, BarristerSELECT, Stephen Foley
Sep 22 2017
New online service leverages barristers’ clerks to aid briefing
A new online tool has been launched to help NSW solicitors find the most suitable barristers for the...
NSW District Court judge, Tim Gartelmann SC, next appointment,
Sep 22 2017
Silk replaces outgoing NSW District Court judge
A barrister has been named as the next appointment to the NSW District Court, following the retireme...
Allens managing partner Richard Spurio, image courtesy Allens' website
Jun 21 2017
Promo season at Allens
A group of lawyers at Allens have received promotions across its PNG and Australian offices. ...
May 11 2017
Partner exits for in-house role
A Victorian lawyer has left the partnership of a national firm to start a new gig with state governm...
Esteban Gomez
May 11 2017
National firm recruits ‘major asset’
A national law firm has announced it has appointed a new corporate partner who brings over 15 years'...
Nicole Rich
May 16 2017
Access to justice for young transgender Australians
Reform is looming for the process that young transgender Australians and their families must current...
Geoff Roberson
May 11 2017
The lighter side of the law: when law and comedy collide
On the face of it, there doesn’t seem to be much that is amusing about the law, writes Geoff Rober...
May 10 2017
Advocate’s immunity – without fear or without favour but not both
On 29 March 2017, the High Court handed down its decision in David Kendirjian v Eugene Lepore & ...