5 Questions You Should be Asking Your Practice Management Platform Provider

A smart practice management platform can transform even the most disorganised law firm into a well-oiled machine. But there isn’t a one-size-fits-all solution.

It’s important to explore your firm’s current systems and ask the right questions before implementing an entirely new platform. Here are five of the most important ones to help you make a decision.

1. Implementation: What is the timetable for installation and rollout?

Besides reviewing key features such as document management, trust and office accounting, time capture, billing, workflow and client relationship management, it pays to be clear on how the system will be implemented and rolled out across your firm.

Introducing an entirely new practice management system may seem like managing a heady and complex litigation case, but the right vendor will be able to walk you through the process and provide critical support along the way.

Important questions to ask include:

  • Can it be installed on-site or remotely?
  • Will there be any downtime?
  • Can it be customised and integrated with our current operating systems?
  • Will it fit with our practice needs and workflow?
  • How will our data be migrated and how long will it take?

Organising a planning team of lawyers or administrative staff who will use the system can help make the change smoother. This means your firm can get on without too much disruption and it will likely make for a happier team overall.

2. Training and support: Will you help us work through any problems with our staff?

The Law Society of New South Wales reports that a “common mistake made by law firms is their failure to commit to appropriate levels of staff training in new technology and systems”. Their research found that only “11 per cent of small and mid-sized firms offered formalised training for newly adopted technologies. Only 17 per cent said they got the most out of their workflow and research tools and more than three-quarters claimed this impacted negatively on their time efficiency.”

Before purchasing a practice management platform, make sure you check the level of training and tech support your vendor can provide before and after implementation.

You might face a bit of resistance from staff who find the switch challenging. The best way to mitigate this is to work out a clear and comprehensive training plan that suits your firm’s approach to practice, and makes everyone feel included.

3. Future growth: Can we continue to use the system as we grow and build our firm?

Technology moves quickly, and you need to be confident the system can grow and evolve with the changing needs of your firm into the future. Think of it as selecting a long-term business partner rather than just a software provider.

4. Social proof: What do your customers think of the product?

It’s no secret that when we see other people recommending or raving about something, we’re more inclined to try it too. To marketers, it’s ‘social proof’, but it’s really just a good old customer review or testimonial.

Getting feedback from your vendor’s current customers – not just about the product, but also about their service – will help you decide if the platform and the provider are a perfect match for your firm’s requirements and operating style.

5. Budget: What will this cost and what solutions do you have for our firm size, type and practice area? Whats the likely ROI?

Finally, before selecting practice management platform, make sure you understand all the costs involved, and what return you will see on your investment.

Besides checking the cost of the platform itself, make sure you also ask how the price varies for firms of different sizes and types. That way, if your firm expands in future and offers more services, you’re not surprised by the cost of upgrading your platform. And most importantly, ask your vendor about any hidden costs.

Assessing the real-world benefits of the proposed platform will also assist with calculating ROI. For example, can you quantify how much time and effort it will save as a result of fast document production, lawyer mobility and less duplication of tasks across the board?

According to Thomson Reuters’ research, time spent manually managing a law firm rather than automating critical tasks reduces profits due to inefficient processes, poor workflow, and a waste of lawyers’ and administrative staff’s time.

The Thomson Reuters’ study also revealed that law firms relying on outdated, manual processes waste hundreds of hours each year, and manual timekeeping inaccuracies cause major billable time losses.

Asking your vendor the right questions will help you navigate these practical issues, save time and money, and start you off on the right foot with your brand new system so you are ready for profitability and growth in the future.

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