17-Feb-06 11:00 AM CST

Put new technology to work by using case management software

This article was originally published in the Houston Business Journal's February 10, 2006 print edition. Click here to view the published version.

Legal case management software is a valuable tool that law firms use to manage legal cases efficiently. However, while the application provides attorneys with a convenient method of effectively managing client and case information, there is a clear disconnect in many law firms that occurs at the point of implementation.

Data from the 2004-2005 American Bar Association Legal Technology Survey illustrates this disconnect, finding that while 41 percent of respondents reported having case management software available, only 18 percent personally use it.

The fact that legal case management software implementation can run into difficulties should not serve as an indictment of the technology. Instead, the way a firm goes about implementing the solution deserves attention.

Technology tool

Case management applications include centralized calendaring, contact management, task management, document assembly and electronic access to case data normally held in paper files.

It enables staff and attorneys to share information, thereby helping prevent duplicate data entry.

A successful implementation will potentially increase the profitability of a law firm, improve client reporting and decrease the level of stress an attorney endures during the process of managing a case.

Three critical ingredients to a successful implementation of legal case management include:

1. Support of top management.

The very act of introducing case management to a law firm affects how people work. Therefore, case management implementation is significantly more likely to be successful if the initiative is supported and championed by a key partner.

If management is not pushing the change then the staff will not use the software and will continue to use their tried and true methods for getting their work done. Specific steps to take include:

Inform everyone affected by the new system of the goals.
Get all members of the management committee on the same page and build consensus for the decisions that are made.
Engage top management to be the champions of the project.

This top-down approach sets the tone throughout the organization and gets everyone thinking about the long-term benefits.

2. Project planning.

The firm must plan well in advance of actually purchasing and installing a specific piece of software. Planning typically focuses on the following major categories:

Defining the goals for the project.
Establishing the project team and setting clear assignments.
Creating a training curriculum for everyone in the firm.

Since law firms do not specialize in the implementation of case management software, a professional consultant should be retained to help in the planning, purchase and implementation process.

One of the first decisions that must be made is to determine the goal of the project. Ultimately, the goal for most firms is to increase profitability. However, this is typically not the driving force behind such a major change.

That driving force usually is the client.

Many clients are strongly encouraging their law firms to provide more information about their cases in a shorter time period. Some corporations now require their law firms to use case management software.

Next, assemble a team of employees representing a cross-section of the firm to manage the project. Likewise, another team assembled to work with the technology consultant should include people from a mix of disciplines within the firm. Each of these people brings a different perspective to the table.

Training is another important element that needs to be included in the plan. Before the software is installed and implemented, train the project team. Once trained, they can make better decisions regarding how to customize the software for specific practice areas.

3. Workflow process review.

The last critical step in implementing a case management system is reviewing the workflow process of the practice area.

Reviewing the firm's workflow process is an opportunity to examine and, if necessary, update firm policies and procedures. Modifying a business practice will benefit the law firm whether or not they ever implement a case management system. Specific steps include:

Documenting the "flow" of the practice. Identify what steps are followed administratively through the life of a matter.
Deciding how to streamline the practice's procedures.
Implementing the newly streamlined procedures. The new procedures should be tested using the firm's existing applications or software before carrying that process over to a new system.

Case Management will become more popular as the products become more robust. More law firms will begin to use some type of case management software even if it is for the most basic tasks in their practice. While implementing a case management system can be a daunting undertaking, it can save a law firm a lot of money by increasing the productivity of the attorneys and staff.

Proper planning for the implementation project will ensure a higher level of success in the short-term and long-term.

Shannon Hampton is a senior analyst with Rafte & Co., a technology consulting firm.

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