That Shiny Thing
Case management software is often that shiny thing that attorneys think they need. Kind of a status symbol, or a miracle solution to a chaotic operation. I can’t count the number of firms I have worked with where they have a full (and very expensive) complement of some type of CM software, and also had all the frustrations I listed in the previous post. And my assignment was (surprise!) to bring some order to their operations.
There are two important things to understand before making the decision to install any kind of software.
First, things will get worse before they get better, even when you do everything right. People hate change, many people hate computers and software, and many will resist purely on principle. So expect resistance at the beginning – it’s normal – until people realize the system is here to stay, or until they’re required to use the new system enough that it becomes the “new normal.”.
A warning. If you have a group of “immovable objects” for staff – people who you allow to make their own rules (often people you feel are so indispensable that you can’t afford to offend them, or who are the only people who control certain information), it just ain’t gonna work. By the way, if you have such people, fix it or prove they’re not indispensable. Fire them. Never allow yourself to be held hostage by a staff member.
Second, there is no magic bullet. No software, no training can make up for poor management. Supposedly, you are considering software because your firm is growing. If so, something else must grow: your skills in the art of management. The downfall of most attorneys is that they simply “want to do legal work” and consequently ignore the fact that they have a business to run and a team to manage. They want to simply close the door and go to work. As Michael Gerber says in his book the E-Myth, to succeed you must work ON your business, and not simply IN it. So, if you’re planning to institute software, be sure to institute better management skills along with it.
What Did Your Careful Study Tell You about Your Firm’s Software Need?
Are your needs mostly about complex document assembly? If so, that’s not case management, that’s document management. Case management software will seldom provide this ability, so don’t go looking for CM when you need “DM”.
Are your needs mostly about time & billing? If so, again you don’t need full case management software. And please don’t go there. You will be buying more than you need, and paying more than you need, and wasting most of your cost. Even the ABA gets the issues confused. They have a table of comparisons of what they say is time and billing software, yet 80% of what they list is case management software with T&B capabilities.
Are your needs are more about communications? That is, contact management and database marketing – case management software is once again overkill. Look to the area called “contact management” software, otherwise known as “CRM”, customer relations management software. Nearly all CRM has valuable capabilities you can use in your practice, such as merge forms and e-mail management.
So When Do You Really Need Case Management Software? Really?
That’s the next post. We’ll get there. I promise. And after that – my jaundiced views on just what software to choose.