Addressing a Bigger Picture
Interviews with the firm’s best clients revealed their “secret sauce” wasn’t what they thought. Lawyers and insurance companies who worked with them noted the firm’s recommendations took a different approach compared to similar firms. Rather than writing to a single audience at a time, they delivered a single report integrating the needs of the internal hierarchy of an insurance company facing a multi-million-dollar claim.
Competing firms focused nearly all their attention on the Ph.D. claims managers who hired them. Reports filled with jargon and written in an academic style appealed to the claims managers, but baffled the rest of the decision hierarchy. As decisions to pay or litigate multi-million-dollar claims progressed up the approval hierarchy, the need for rock-solid science gave way to addressing the broader business issues of less-technical senior executives such as risk and asset protection.
Understanding and responding to the end-clients’ broader business needs with an integrated report provided an unanticipated hat-trick: saving the client organization time, money, and resources. They had done this for years without recognizing the broad impact on the lawyers and insurance companies they supported.