Legal software: To swap or not to swap?
Setting the scene
Changing systems is a daunting task and a fairly major undertaking. The first step in any new software implementation is actually deciding whether wholesale change is necessary.
That said, if your existing practice management and legal accounts application isn’t living up to expectations, switching to something new is imperative.
So, the questions are: Is it time to move? If yes, to what and how?
Let’s explore these two conundrums further – review vs rollout.
Reviewing existing software
Before you throw the baby out with the bathwater, carry out a comprehensive audit of your incumbent software to ascertain possible grievances to do with:
Lack of system development
Bad relationship with your supplier
Poor communication
Insufficient training
Staff turnover
Changing business needs
Rising licence fees
If left unattended, these problems feel insurmountable and the appeal of something new is too hard to resist. Jumping ship is often done without having real appreciation of what caused the issues in the first place.
Following on from this, evaluate your software’s performance by asking yourself:
Is the technology robust with minimal downtime?
Are helpdesk and support personnel responsive?
Are account management and service delivery effective?
Is there an interactive user group or collaboration forum?
Is there a published development roadmap?
Are products good value compared with others in the market?
Do products have good functionality for your areas of law?
Is the vendor stable financially with proven growth?
Mostly ‘yes’ = retain system. Mostly ‘no’ = switch system.
Selecting new software
Best-in-class technology is crucial to your success, therefore, if going down the new system route, make sure you choose wisely by avoiding these common pitfalls:
Choosing the wrong PMS for your law firm. With a marketplace awash with technology options, carefully analyse both the software and the supplier before you commit.
Neglecting to communicate and engage with staff. Representatives from each department on your buying panel ensure the system works for everyone and gets buy in from the outset.
Failing to assign project management resources. Appoint a project manager to sit at the helm and map out your project management processes to keep it on track.
Messing up the data conversion stage. With retention of your business-critical client, matter and accounts data a priority, protect it when transferring across from old to new.
Gaining insufficient user acceptance and adoption. Acceptance starts pre implementation – so, communicate your software’s benefits. Adoption happens post implementation – so, train your staff.
Seeing IT as a cost centre. Unlike other capital expenditure, technology has lowered in price over the years. The more you invest in IT, the more rewards you’ll reap.
Missing out on staff training. There’s a steep learning curve in the early days of software rollout. Secure ROI on your technology by initial and refresher training.
Omitting process building in your software. If you’ve got workflow capabilities, build these standardised processes from the word ‘go’ to operate efficiently and uniformly.
Benefitting from our experience
In summary, kick off your software project by aiming your lens inward at your current software and existing skillsets. This will position you here and now. Sometimes that means resetting expectations and coaching to get to the root of the problem.
Depending upon the outcome of the above, it might become an urgent requirement to divert your lens outward to procure replacement software and instruct external expertise. This will drive your business towards its future goals.
At InQuo, our experienced team offers coaching, project management consultancy and training assistance. Reassuringly, we’ve supported over 1,500 law firms (and counting!) globally since 2014. Whatever your software-related challenges, we’ve got your back.
Reading more on this subject
If elements of this article seem familiar, that’s because we’ve written about it previously. To access our earlier advice, check out our ‘Don’t throw the baby out with the bathwater when undertaking a system review’, ‘A no-nonsense guide to new legal software rollout’ and ‘Law firm technology: Five key failings with solutions’ blogs.