Back on the case

After a slow start, Nicola Gaunt finds that case management systems are becoming an integral part of law firms’ working structure

Case management systems got off to an inauspicious start in many law firms. David Jamieson, IT Manager at Semple Fraser, tells a familiar tale. “The firm first implemented a case management system for commercial property purchases three years ago. The fee earners found it required too much manual input; it increased their workload rather than decreasing it. Eventually they stopped using it altogether.”

New technologies invariably suffer from growing pains and case management software was no exception. But Semple Fraser is now trialing its case management system, using the same supplier’s software, for debt recovery work. At the time of going to print, the pilot had been running for just over a month and Jamieson says the feedback from the fee earners has been “very positive”. He attributes this initial success second time around to improved software, and also in part to the clear structure of debt recovery work that lends itself to using automatically generated templates.

Case management systems have evolved over the last five to ten years as an extension of the practice management products – accounting, cash management and time recording software – traditionally offered by providers. Now there are a host of different suppliers with as many case management software applications to choose from. Those on offer typically include modules for debt recovery, conveyancing, litigation, remortgaging and personal injury. Simon Hill, managing director of Technology For Business (TFB), estimates that the top 50 law firms in England are now using some form of case management system. Overall in Scotland, no more than 25 per cent of firms are using one. “This means there is still a first mover advantage for those that embrace the technology now,” said Simon Hill.

What’s in it for my firm?

Improved firm-wide administration and risk management are the key benefits often cited by convinced users. Increasingly, case management systems are being used across a firm’s whole practice for standard functions such as file opening and review procedures. “This proactive approach to risk management is enabling some firms to get reductions in their professional indemnity insurance,” said Brian Douglas, business development manager at AIM Professional Systems.

Nevertheless, suppliers themselves readily admit that early incarnations of case management systems were imperfect. “Previous case management systems were too structured and inflexible, but modern case management systems can be adapted to suit an organisation’s working practices or even an individual’s preferred method of working,” said Brian Douglas.

Gerry Buchan, sales director of Bridge of Allan based GB Systems, agrees: “Unfortunately many of the clients that come to us have had a bad experience with a case management system. Lots of firms bought a software package five years ago and have never used it. But when we show them what we can do today they are convinced.”

Peter Scott, partner responsible for IT at Stirling, Eunson & Ferguson, a six partner firm based in Dunfermline, said: “Whether the profession likes it or not, they will have to use this technology eventually as it improves both the cost and quality of the work.” The firm first implemented GB Systems’ Lawmaster two years ago for high volume remortgaging work. “It has certainly improved our working practices. It may take a little longer to set up a case, but thereafter it practically runs itself and the partner concerned is only alerted with updates or if there is an exceptional event that requires attention.” The firm is now in the planning stages of extending this to conveyancing, followed by court work.

Having a case management system has enabled Paisley based Walker Laird to punch above its weight for work against firms in Glasgow and Edinburgh. “If we did not have the technology, “ said partner Ronnie McGinlay, “we would not have a hope of winning comparable business.” The firm first implemented AIM’s case management software in 1999 when it was tendering for bulk remortgage work with two large lenders. “We won both contracts and I believe we hold the British record for going from inception-to-live with a case management system in only 23 days.” On the back of this initial win, Walker Laird is now contracted to carry out remortgage work for half a dozen mortgage lenders and the firm has extended its use of its case management system to personal injury and motor accident claims.

Giving clients online access to their cases

Giving clients access to their case online, via a secure link to their solicitor’s case management system, intranet or a site hosted by a third party supplier, is a possibility that has been on offer for some time.

One firm that is a veteran in this department is Golds Solicitors in Glasgow. The firm has been giving its clients live access to their files on the firm’s in-house case management system, WebLex, for four years. Golds’ partner Ellis Simpson believes it was the first firm in Scotland to do so. He says that there are no hard and fast rules as to which clients are given access and what they are given access to. “Our clients tell us what they need and we tailor what they can see on the system accordingly. This can even extend to allowing third party financial intermediaries, authorised by our clients, to see relevant information online.” Simpson says there is no doubt that this capability wins the firm business. “Clients like it because our performance is totally transparent. At any time they can check the progress on their cases, and also that we are doing our job efficiently.”

Morton Fraser in Edinburgh is also offering its clients live access to its case management system. “This is a new development for us,” said Ian Thomson, partner. “Previously, clients were given online access to their files, but the information was not live. Reports were posted on the web server and updated every night.” This service is being introduced initially for Morton Fraser’s larger clients – especially those involved in commercial estates management and remortgaging work, but the plan is to make the service available to all clients. For those clients with high volume work or consumer facing work, Thomson believes that being able to offer this service is “almost vital.” “It does not replace personal contact, clients still want to speak to you. What it does do is give clients a means of checking up on progress without picking up the phone, and also assists with their record keeping.”

But not all firms are convinced that the time is right to give their clients online access to their cases. Stirling Eunson & Ferguson’s Scott remains unconvinced, “In our view, the case management system reduces our administrative workload and frees us up to offer a more personal service to our clients. If you don’t keep talking to clients you may miss a piece of information that is relevant to their case, or miss an opportunity to broaden the business relationship. Giving our clients online access to their case is unnecessary at this stage, although I wouldn’t rule it out in the future.”

Remote working

Giving clients web access to their cases is not the only recent development in this area. TFB has come up with another facility, conversely facilitating solicitors’ ‘offline’ work. Simon Hill, managing director of TFB, said: “A lot of client have complained bitterly about not being able to work effectively when they are away from the office, either at a client’s, in court or working from home.” In response to this, TFB has developed a product called Remote Partner, part of the MaRTHA (Mobile RemoTe Handheld Access) range of products, that allows solicitors to work offline. Users can copy all relevant information relating to the case from the firm’s case management system onto their laptop before they leave the office. Hill says it is much more reliable and secure than copying over a few Word and Excel files. The roving solicitor can now work as effectively as if he or she were in the office. The case information can be updated by synchronisation, by dialing into the office and doing an ‘info swap’.

Already five of TFB’s clients in England have started using Remote Partner, one of whom has 300 users.

The current case management systems are clearly much more flexible and sophisticated than their predecessors. But as Peter Scott from Stirling, Eunson & Ferguson points out, there are still no shortcuts. “The biggest investment when implementing a case management system is not the money, but the time involved in developing the templates and training staff.”

Scott says it took between six months and a year to see the benefits, but that now, “there are no doubters left within the firm.”