kilpatrick townsend stockton llp
EXTENDING ROI ACROSS THE FIRM
Kilpatrick Townsend & Stockton is an international law firm with eighteen offices spanning the United States, Europe and Asia. Specializing in intellectual property practice, the firm has been recognized by American Lawyer magazine as one of the best law firms to work for in the United States..
EXECUTIVE SUMMARY
Kilpatrick Townsend & Stockton wanted to maximize the ROI of its ticket assets. By giving attorneys 24-7 access to the firm’s tickets through an intuitive, controlled process, it was able to start collecting rich data about how its tickets were being used.
THE CHALLENGE
Kilpatrick Townsend & Stockton understands that relationships are a key part of client development. While the storied law firm knew there were many ways to spend time with clients, including sessions and roundtables, Randy Pulley, Director of Business Development, knew some events were special:
“Clients want to get to know us on a personal level. Ticketed events are a great way to do that.”
Randy had been with Kilpatrick Townsend & Stockton for four years working with each of its 18 offices to help the firm deepen its client relationships. From ensuring clients were aligned to the right services, to preparing pitches and proposals, to helping the firm’s attorneys prepare for client meetings, Randy had a unique perspective into how client entertainment worked at Kilpatrick Townsend & Stockton.
“We had individuals across the firm managing different processes for ticketed events,” he recalls. “Administrators managing tickets for a specific office would email their attorneys about available events. Attorneys would then email back their requests including the names of the clients they wished to invite.”
For more sought-after events, like the Masters, attorney responses would be automatically captured in an internal system and reviewed by administrator. In many cases, the process was managed via spreadsheets and email. “Everyone had a different way of managing events, and we wanted more consistency throughout the organization. We were largely functioning as ticket administrators, but we wanted a greater focus on the big picture and getting the most return out of the ticketed events.”
We make sure we’re spending our resources wisely-that we’re getting the largest possible return from our investments in client events.”
THE SOLUTION
After learning about TicketManager, Randy and the events team knew it would provide exactly what they were looking for. “We knew it would give us greater visibility into our tickets and client events, which in turn would make it easier for us to maximize the effectiveness of these assets.”
Great care was given to ensuring the transition to TicketManager would be a smooth one. Multiple streams were employed to introduce TicketManager to the attorneys at Kilpatrick Townsend & Stockton. Live demonstrations were held at the firm’s local offices. Attorneys learned about TicketManager from the firm’s intranet. “We also encouraged people to download TicketManager’s mobile app,” recalls Randy. “Our attorneys could suddenly see all the events that were available. They could be relaxing at home one evening, have a question about what tickets were available and find the answer right away— no email, no waiting for a response. And they could request tickets anytime, anyplace.”
“Introducing TicketManager to your organization across multiple channels is key,” explains Matt Huff, TicketManager’s VP of Customer Success. “People have different ways of learning, and not all of them may be able to attend a specific training event. We encourage our customers to use more than one approach when implementing TicketManager within their organization. Kilpatrick, Townsend & Stockton really exemplifies the best practices around introducing new business processes.”
“TicketManager provides radical visibility into how a company uses its ticketing assets,” observes Randy. “This visibility is absolutely key to helping us extend our culture of accountability across the firm. While the systems we had in place were functional, they did not talk to one another. That made it impossible to gain a company-wide view into how we were using tickets and events, and made it difficult to determine if we were really maximizing the impact of our investments there.
“With TicketManager, we now have a system in place which makes it much easier to manage these assets to their greatest effect.”
The information we had before was sporadic and dispersed. Now, with TicketManager, we are capturing exactly what we need.