Redefining Case Management Technology Within the Legal Market

Today, the legal industry, including the landscape of law firms, corporate law departments, and government legal agencies, is in the midst of establishing a common definition for legal case management technology. While this is still a far cry from the existence of a case management “standard,” it does signify a progression that is rapidly advancing the way we utilize technology in the practice of law.

New Schools of Thought

While it is safe to define modern case management as a comprehensive, fully integrated software solution that provides users with easy access to all case-related information via one central database, the days of misperceptions about case management functionality and its role in the legal practice are not long gone.

As recently as 2002, roughly only 27% of U.S. law firms reported using a case management application to manage their case information. During 2003, the number of firms that reported using case management technology almost doubled to 48% with continued upward growth within the past 2 years. Prior to the recent growth spurt; the most common misperception about said technology was that only litigation practices or high volume firms needed this type of system. Even more prevalent than this, is the ongoing perception that law firms and their user communities are required to change or modify the way they currently work and operate in order to effectively utilize case management technology. While new systems integrate into existing legal environments, older technologies do have the reputation for being cumbersome; consisted of disparate applications with multiple databases; required redundant data entry and duplication; lacked compatibility with other systems, and required manual assembly of financial and management reports.

Leveling the
Competitive Playing Field

Modern case management technology embodies a shift in how law firms are conducting business. “Business as usual” has been replaced by law firm CEOs who are running the firms like corporations, requiring them to not only have ready access to key business indicators and financials, but also arm their user base, especially the attorneys, with technology tools to widen the gap on the competition. Today, case management technology has become a great equalizer, especially for smaller firms or boutiques that are set on competing with larger, well-funded law firms for legal business. By effectively utilizing a comprehensive case management solution, smaller players can level the playing field by increasing firm-wide productivity, streamlining communication with clients, easily collaborating with clients about cases and matters, and sharing key billing and financial information.

With that said, a modern case management system should be flexible and consolidate and/or integrate a firm's workflow activities including: Docketing/Calendaring/Scheduling;Task, To Do, Reminder Management; Card File/Related Party Database; Conflict of Interest System; Marketing Database; Electronic Mail/Messaging System; Document Management System; Scanning/Imaging Solution; Document Assembly/Forms Generation System; Time Tracking/Time Entry System; and Practice Area Information Tracking.

Thanks in large part to significant technology advances; law firms are now in a much better position to leverage case management. Faster systems, larger databases capable of capturing and tracking more information, a less “clunky” user interface, tightly integrated applications with Microsoft standards, and extremely robust and flexible reporting capabilities, have all contributed to redefining traditional case management.

Integration is King

Over time, law firm clients have driven their firms to adopt certain technologies that have then become catalysts in mandating technology changes. This “trend” is very evident when taking a look at Microsoft and how “Microsoft shops” have defined a new technology standard. Case in point; Word is the standard for word processing, MS Outlook has become the de facto attorney desktop; MS SQL Sever has become the industry standard database application and even PowerPoint is one of the most popular trial presentation applications. By creating this technology standard, Microsoft has enabled compatibility with many other systems and decreased traditional barriers associated with effectively integrating disparate applications.

The essence of seamlessly integrating a case management system is based on the ability to build bi-directional synchronization tools that connect various systems and related transactions. With that said, not all integrations are created equal, and the act of replicating transactions via “drag-and-drop” or “import-export” functionality still requires “work arounds” or manual manipulation. However, firms who have standardized are now able to assemble applications or functional modules into comprehensive law firm practice management systems. For example, in doing so, they are able to create a docketing system from an Outlook Calendar, convert a simple card file into an expert database and CRM system, and manage all case-related e-mails, correspondence and scanned images from within one central case information portal. Overall, the Microsoft architecture and its native integration capabilities, ensure faster and easier deployments than are customary with stand-alone case management applications. This will go a long way in satisfying law firm IT staffs since they will be able to simplify technology installations, and utilize common configuration and customization tools to further reduce resource constraints.

In closing, new technology standards have advanced integration with existing systems, and new case management functionality and capabilities have set the stage for a comprehensive case management solution that works how firms work, yet grants them easy access to all case-related information.

Essential Attributes of a Modern
Case Management System (CMS)

• Flexibility of the Software: A modern CMS needs to fit your practice, mesh with your firm's culture and the technological abilities of the user base, and adapt to workflows and business processes that are already in place and working at your firm.
• Configurability of the Software: In order to utilize the CMS as the firm's “go to” technology application, administrators must be able to configure the application based on specific practice areas and required feature sets.
• Comprehensiveness of the System: A comprehensive CMS (does not mean “complex”) provides one central touch point for all firm and client-related information while eliminating as many data (and database) redundancy as possible.
• Intuitiveness of the System: The CMS must capture all case-related information via work flows that essentially build-up the core database. As a result, users do not have to go out of their way to re-enter data in a separate system, creating ease of use (not simplicity based on lack of features!) and a high (almost 100%) adoptability rate.
• Integration with other Applications: Based on Microsoft's establishment of a de facto technology “standard” through industry-wide adoption of MS Word, Outlook/Exchange, Office, and SQL, the ability to integrate with other applications is greatly increased, complimented by a reduction in integration related IT costs.
• Scalability: The CMS should be able to accommodate firm growth, expansion and the evolution of technology changes. Modern case management systems provide virtually unlimited scalability based on sound technology architecture and database structure.
• Solutions vs. Systems: Successful systems include pre-install consulting, installation, training, support and maintenance  ' all provided by a technology partner that is financially viable and technically savvy and future-oriented, while working closely with established technology standards (ie, Microsoft).

Today, the legal industry, including the landscape of law firms, corporate law departments, and government legal agencies, is in the midst of establishing a common definition for legal case management technology. While this is still a far cry from the existence of a case management “standard,” it does signify a progression that is rapidly advancing the way we utilize technology in the practice of law.

New Schools of Thought

While it is safe to define modern case management as a comprehensive, fully integrated software solution that provides users with easy access to all case-related information via one central database, the days of misperceptions about case management functionality and its role in the legal practice are not long gone.

As recently as 2002, roughly only 27% of U.S. law firms reported using a case management application to manage their case information. During 2003, the number of firms that reported using case management technology almost doubled to 48% with continued upward growth within the past 2 years. Prior to the recent growth spurt; the most common misperception about said technology was that only litigation practices or high volume firms needed this type of system. Even more prevalent than this, is the ongoing perception that law firms and their user communities are required to change or modify the way they currently work and operate in order to effectively utilize case management technology. While new systems integrate into existing legal environments, older technologies do have the reputation for being cumbersome; consisted of disparate applications with multiple databases; required redundant data entry and duplication; lacked compatibility with other systems, and required manual assembly of financial and management reports.

Leveling the
Competitive Playing Field

Modern case management technology embodies a shift in how law firms are conducting business. “Business as usual” has been replaced by law firm CEOs who are running the firms like corporations, requiring them to not only have ready access to key business indicators and financials, but also arm their user base, especially the attorneys, with technology tools to widen the gap on the competition. Today, case management technology has become a great equalizer, especially for smaller firms or boutiques that are set on competing with larger, well-funded law firms for legal business. By effectively utilizing a comprehensive case management solution, smaller players can level the playing field by increasing firm-wide productivity, streamlining communication with clients, easily collaborating with clients about cases and matters, and sharing key billing and financial information.

With that said, a modern case management system should be flexible and consolidate and/or integrate a firm's workflow activities including: Docketing/Calendaring/Scheduling;Task, To Do, Reminder Management; Card File/Related Party Database; Conflict of Interest System; Marketing Database; Electronic Mail/Messaging System; Document Management System; Scanning/Imaging Solution; Document Assembly/Forms Generation System; Time Tracking/Time Entry System; and Practice Area Information Tracking.

Thanks in large part to significant technology advances; law firms are now in a much better position to leverage case management. Faster systems, larger databases capable of capturing and tracking more information, a less “clunky” user interface, tightly integrated applications with Microsoft standards, and extremely robust and flexible reporting capabilities, have all contributed to redefining traditional case management.

Integration is King

Over time, law firm clients have driven their firms to adopt certain technologies that have then become catalysts in mandating technology changes. This “trend” is very evident when taking a look at Microsoft and how “Microsoft shops” have defined a new technology standard. Case in point; Word is the standard for word processing, MS Outlook has become the de facto attorney desktop; MS SQL Sever has become the industry standard database application and even PowerPoint is one of the most popular trial presentation applications. By creating this technology standard, Microsoft has enabled compatibility with many other systems and decreased traditional barriers associated with effectively integrating disparate applications.

The essence of seamlessly integrating a case management system is based on the ability to build bi-directional synchronization tools that connect various systems and related transactions. With that said, not all integrations are created equal, and the act of replicating transactions via “drag-and-drop” or “import-export” functionality still requires “work arounds” or manual manipulation. However, firms who have standardized are now able to assemble applications or functional modules into comprehensive law firm practice management systems. For example, in doing so, they are able to create a docketing system from an Outlook Calendar, convert a simple card file into an expert database and CRM system, and manage all case-related e-mails, correspondence and scanned images from within one central case information portal. Overall, the Microsoft architecture and its native integration capabilities, ensure faster and easier deployments than are customary with stand-alone case management applications. This will go a long way in satisfying law firm IT staffs since they will be able to simplify technology installations, and utilize common configuration and customization tools to further reduce resource constraints.

In closing, new technology standards have advanced integration with existing systems, and new case management functionality and capabilities have set the stage for a comprehensive case management solution that works how firms work, yet grants them easy access to all case-related information.

Essential Attributes of a Modern
Case Management System (CMS)

• Flexibility of the Software: A modern CMS needs to fit your practice, mesh with your firm's culture and the technological abilities of the user base, and adapt to workflows and business processes that are already in place and working at your firm.
• Configurability of the Software: In order to utilize the CMS as the firm's “go to” technology application, administrators must be able to configure the application based on specific practice areas and required feature sets.
• Comprehensiveness of the System: A comprehensive CMS (does not mean “complex”) provides one central touch point for all firm and client-related information while eliminating as many data (and database) redundancy as possible.
• Intuitiveness of the System: The CMS must capture all case-related information via work flows that essentially build-up the core database. As a result, users do not have to go out of their way to re-enter data in a separate system, creating ease of use (not simplicity based on lack of features!) and a high (almost 100%) adoptability rate.
• Integration with other Applications: Based on Microsoft's establishment of a de facto technology “standard” through industry-wide adoption of MS Word, Outlook/Exchange, Office, and SQL, the ability to integrate with other applications is greatly increased, complimented by a reduction in integration related IT costs.
• Scalability: The CMS should be able to accommodate firm growth, expansion and the evolution of technology changes. Modern case management systems provide virtually unlimited scalability based on sound technology architecture and database structure.
• Solutions vs. Systems: Successful systems include pre-install consulting, installation, training, support and maintenance  ' all provided by a technology partner that is financially viable and technically savvy and future-oriented, while working closely with established technology standards (ie, Microsoft).