Rocket Matter Case Study

Time for a Change

I decided to do some research by attending an annual legal technology conference held in Orlando for Apple-based attorneys ' MILOfest (“Macs In Law Offices”). There I met several software vendors, including those offering cloud-based Software as a Service (SaaS).

Drawing on past experience with thin client software and the attractiveness of a “platform agnostic” approach towards accessibility, my interest was immediately piqued by these SaaS vendors. This platform allows users to securely access data remotely from practically any device that has Internet connectivity. And it is a scalable turnkey solution that permits growing into an application without being required to maintain or upgrade internal hardware and software systems.

The SaaS vendors of “in the cloud” law practice management systems offered Web-based access to a software package modeled after basic elements in a law office's operations. At the heart is a contact management database where client and other related information is entered and shared. Related to the contacts are cases (aka, matters) for storing time and cost billing data. Other common features include linking to individual e-mail accounts, syncing with calendars for scheduling purposes, some basic document assembly procedures similar to a mail merge, and integrations with outside services like Dropbox and Evernote.

Making a Move

Over the course of a few months, we ran simultaneous trial subscriptions of three different cloud-based systems. Two were the products of vendors whose CEOs I met at MILOfest, the third was a relative newcomer to the field. Our testers performed similar tasks for each ' entering sample client and matter data, critiquing the interface and layout, considering the ease of use, and evaluating features such as e-mail and calendar integration.

Each system reviewed had features that raised the interest of at least one of our testers. Overall though, the most effective criteria we applied was: “Does it work for us?” Did the product function as promised and fit with the way our users envisioned themselves using the system? And I must emphasize the word envisioned because this move was such a departure for some that it was unlike anything they had experienced before. Ultimately, we determined that system to be Rocket Matter (www.rocketmatter.com).

Rocket Matter Basics

Rocket Matter is securely accessed via any major Web browser using the “https” protocol by logging in with username and password credentials. There is at least one “administrator” equivalent account to manage users and system-wide settings. Navigating the system is just like any modern website ' clicking on buttons, menu items and hyperlinks to move from one display of information to another. And not being constrained to any one operating system, browser variant or kind of device, the application is generally accessible from anywhere with a decent Internet connection.

It should be noted that there is a minimal mobile Rocket Matter application for iPhone and Android platforms. It provides basic reference information to the Contact and Matter data stored in the cloud while allowing for new time and cost entries. A native iPad Edition is now available as well. An eventual update is in the works, but there is no ETA on delivery.

Once inside the system, the user is greeted with their own “My Dashboard” screen with an overview of their upcoming calendar events, pending tasks and a side bar menu.

Beneath the menu are two other mini panels of information displaying: 1) the current user's number of billable hours for a user-selectable time period; and 2) the firm's trust account balance and the overall amount of pending invoicing in the system (administrator-controlled features). Like much of the application, each figure mentioned is a clickable hyperlink, taking the user to another screen where details behind the numbers can be viewed and exported in comma separated value (CSV) format.

Central to Rocket Matter is an ever-present (almost Apple Spotlight-like) “search bar” hovering near the top right of every page. Here, a user can query the entire system for clients, matters, contacts, activities or custom defined “tags.” With each keystroke, matching results are instantly displayed in a drop-down list and the user simply clicks on a selection to be taken immediately to that item.

Clients (i.e., contacts) are at the core of the database, each having typically one or more associated Matters. When reviewing a given client matter, the side bar menu choices present data relevant to the specific matter at hand, but on the initial My Dashboard screen, they reflect “firm wide” information. For example, on the user's My Dashboard screen, “Calendar” means “firm calendar,” but within a chosen client matter, it displays scheduling data pertinent only to that selection. A “breadcrumb trail” navigation tool resides near the top of the page to speed movement between display screens within each client matter, appearing in the form of “Client: Matter: Area” (where each word separated by colons is again a hyperlink to that item).

For scheduling and communication, Rocket Matter integrates with IMAP mail servers as well as Google Calendar. The first allows for the linking of e-mails to specific matters while the second provides two-way synchronization between Rocket Matter and the Google Calendar system.

With regard to billing, Rocket Matter has the ability to pull the time and cost entries together to compile a client-deliverable invoice ' on an individual matter basis or in “batch billing” mode across multiple clients and matters. The process is akin to a “mail merge” and utilizes a customizable Microsoft Word document template, complete with database specific merge field codes. The resultant invoice can be generated in various formats, including Adobe PDF, Microsoft Word, Microsoft Excel, and Corel WordPerfect, and then downloaded for printing or emailing to the client.

Key to this invoicing feature is Rocket Matter's ability to keep track of client monies, both in the general application of payments against outstanding invoices and in the holding of client funds “in trust” (e.g., retainers against future costs and fees). During invoice generation, the system provides the option to automatically apply funds from positive balances in the client's ledger or trust account to satisfy the newly created invoice. Alternatively, the user can manually transfer or apply funds later in order to pay open invoices for a client matter.

A subscription to the application includes the storage of an unlimited number of documents “in the cloud” in tandem with the hosted application data. Every document generated internally by the system (e.g., a client's invoice) is automatically stored under the related “Matter Documents” heading, but users can also manually upload files directly from their internet-connected computer (10 at a time with a maximum file size of 5MB each) or add them via URL Web addresses.

Rocket Matter also provides a “Client Portal” feature. With this system-wide option enabled, you are able to invite contacts to log in to the application via their e-mail address and a password of their choosing. Once logged in, they can view only their particular contact information and the documents that you, the subscription account user, have chosen to share with them (e.g., invoices or case-related documents uploaded earlier).

Our Firm's Experience

Though Rocket Matter provides assistance with importing data for new subscribing accounts to ease the initial load of information, we decided to forego this step. Our practice had several large estate and trust matters that would be continuing for years. Literally hundreds, if not thousands, of entries were already in the firm's legacy billing software system and recreating them in Rocket Matter would have been unproductive. Therefore, a few key matters remained in the legacy Windows-based system (accessible via a virtual machine when necessary) and will be closed there when appropriate. All new matters and returning clients were then opened in Rocket Matter.

Rocket Matter's close integration with the firm's Google Apps accounts was a huge plus. While only occasionally utilizing the linking of e-mails to specific matters, the bidirectional sync of calendar data is a vital part our operations. Wherever we go and via any device, changes to schedule via Google's Calendar show up concurrently in Rocket Matter.

One feature that greatly impressed the attorneys is the ability to turn any calendar event, task, matter document or phone message into an immediately billable item. While logged into Rocket Matter with an included on-screen timer running, they can return a client's phone call, type conversational notes into a text box, capture the exact amount of time spent on the call, and click “bill” to save the entry as a new billable item; all in one place as it occurs, not separate actions at different times.

Another benefit of the new system is that any staff member can look at a Matter to see its own calendar of events, what tasks are pending, how much time and expense have been incurred to date, or the state of a client's account balances. They are empowered to review this information themselves and are no longer required to make external requests for reports or pre-bills to see where things stand.

As to document storage, the ability to access relevant matter documents at any time from practically any location is something else we have come to live by. Aside from the system-generated invoices for a case (saved as PDF for portability reasons), we find ourselves storing important documents, such as engagement letters or client reports, under the Matter Documents section. This is particularly handy when we have to reference or review documents while traveling or away from the office.

While Rocket Matter does provide integrations with services such as Dropbox, Box, Evernote, LawPay and Quickbooks Online, we are not fully employing them just yet. The same is also true with respect to their Client Portal. They are very exciting prospects though and our delay in using them is not a reflection of their service, but more due to the time it took for the staff to get accustomed to the new system.

What's Missing?

There are a couple areas where I find the application could stand a little improvement. First, we have had to develop our own internal naming convention for matters. Our staff prefers to view the pre-bills and invoices sorted by the supervising attorney on a case, and when performing batch billing there is no ability to sort by attorney, nor is there a filter to restrict the selection of data to one attorney. Therefore, we devised a prefix and suffix naming convention for each matter so as to sort the resultant list of matter invoices more easily.

Our past billing system permitted us to not only customize our invoice templates, but also maintain multiple distinct invoice templates to be used for different types of client matters. Unfortunately, in Rocket Matter there is only one custom template allowed and employed universally for pre-bills as well as for final invoices. We would prefer to have an option of different formats for pre-bill versus invoice and vary the format by client or matter, but presently we do not.

The application does allow for the creation of custom-defined fields for clients and matters, but what is missing is the ability to have them auto-populated with certain kinds of data. A good example of this would be a unique case or matter number that auto-increments according to a firm defined format (e.g., “YYYY-99999999″).

Lastly, the custom reporting capabilities of the application are rather minimal. We would like to be able to create custom reports similar to document templates used elsewhere in the system. A report writer may be asking for too much, but perhaps allowing the user to additional filtering or formatting of existing reports would be a step in the right direction.

Conclusion

Our law firm is comprised of individuals from different generations with varying levels of technological expertise, distinct work styles and years of engrained behaviors. Making these changes did take time ' sometimes many months to gain the trust and commitment from the skeptics before they could become adept at something new. But by taking sufficient time, staying determined and working diligently, I anticipate the changes made will continue to work favorably for us over the years ahead.

Now for a caveat. Anyone considering fundamentally altering the way they do business and the running of their practice would do well to perform their due diligence and consider some options. Think about your firm's specific requirements, what things might have to change, what your staff is willing to accept at a given time and even areas that you might be unable to revise in your initial efforts. Read up on your state bar's current position on using online systems, attend a technology conference, and talk to the different practice management vendors.

That being said, I would still suggest that that there is potentially much to be gained from moving to an online practice management system. For our firm, “doing business” takes place everywhere and all the time ' not just when we are in the office and sitting behind a desk. Being able to securely access critical information from anywhere and at any time is key for our continued success. We can respond to our clients at their time of need, while effectively capturing the relevant data as it happens. Running our law practice via the cloud just makes sense.

Steve Senentz is the systems administrator, in-house tech guru and resident fanatical geek at Clarie Law Offices, P.A. Prior to joining the firm he spent over 15 years in the computer software industry as a programmer. He can be reached at [email protected].

Clarie Law Offices, P.A., is a Florida based boutique law firm focusing on wills, trusts, estates and adoptions. Our staff includes the two primary shareholder attorneys, a litigation attorney, a retired Sixth Circuit Court judge serving “Of Counsel,” a contract attorney, an office manager, four paralegals, a legal secretary and myself as office and systems administrator.

For many years, we utilized a simple peer-to-peer Windows-based computer system of locally installed applications running basic word processing, accounting and time billing software. But the setup had several limitations ' non-centralized data, a lack of collaboration tools, no remote access to key client or matter information, limited staff involvement in the capture of billable entries.

Familiarity with the licensing costs, ongoing maintenance and general headaches of Microsoft-centric systems had me poised for something different. For the first phase, I switched the entire office over to using Apple computers. From there I wanted to take the office even further ' to a modern application or system that would improve our overall operations and efficiency.

Time for a Change

I decided to do some research by attending an annual legal technology conference held in Orlando for Apple-based attorneys ' MILOfest (“Macs In Law Offices”). There I met several software vendors, including those offering cloud-based Software as a Service (SaaS).

Drawing on past experience with thin client software and the attractiveness of a “platform agnostic” approach towards accessibility, my interest was immediately piqued by these SaaS vendors. This platform allows users to securely access data remotely from practically any device that has Internet connectivity. And it is a scalable turnkey solution that permits growing into an application without being required to maintain or upgrade internal hardware and software systems.

The SaaS vendors of “in the cloud” law practice management systems offered Web-based access to a software package modeled after basic elements in a law office's operations. At the heart is a contact management database where client and other related information is entered and shared. Related to the contacts are cases (aka, matters) for storing time and cost billing data. Other common features include linking to individual e-mail accounts, syncing with calendars for scheduling purposes, some basic document assembly procedures similar to a mail merge, and integrations with outside services like Dropbox and Evernote.

Making a Move

Over the course of a few months, we ran simultaneous trial subscriptions of three different cloud-based systems. Two were the products of vendors whose CEOs I met at MILOfest, the third was a relative newcomer to the field. Our testers performed similar tasks for each ' entering sample client and matter data, critiquing the interface and layout, considering the ease of use, and evaluating features such as e-mail and calendar integration.

Each system reviewed had features that raised the interest of at least one of our testers. Overall though, the most effective criteria we applied was: “Does it work for us?” Did the product function as promised and fit with the way our users envisioned themselves using the system? And I must emphasize the word envisioned because this move was such a departure for some that it was unlike anything they had experienced before. Ultimately, we determined that system to be Rocket Matter (www.rocketmatter.com).

Rocket Matter Basics

Rocket Matter is securely accessed via any major Web browser using the “https” protocol by logging in with username and password credentials. There is at least one “administrator” equivalent account to manage users and system-wide settings. Navigating the system is just like any modern website ' clicking on buttons, menu items and hyperlinks to move from one display of information to another. And not being constrained to any one operating system, browser variant or kind of device, the application is generally accessible from anywhere with a decent Internet connection.

It should be noted that there is a minimal mobile Rocket Matter application for iPhone and Android platforms. It provides basic reference information to the Contact and Matter data stored in the cloud while allowing for new time and cost entries. A native iPad Edition is now available as well. An eventual update is in the works, but there is no ETA on delivery.

Once inside the system, the user is greeted with their own “My Dashboard” screen with an overview of their upcoming calendar events, pending tasks and a side bar menu.

Beneath the menu are two other mini panels of information displaying: 1) the current user's number of billable hours for a user-selectable time period; and 2) the firm's trust account balance and the overall amount of pending invoicing in the system (administrator-controlled features). Like much of the application, each figure mentioned is a clickable hyperlink, taking the user to another screen where details behind the numbers can be viewed and exported in comma separated value (CSV) format.

Central to Rocket Matter is an ever-present (almost Apple Spotlight-like) “search bar” hovering near the top right of every page. Here, a user can query the entire system for clients, matters, contacts, activities or custom defined “tags.” With each keystroke, matching results are instantly displayed in a drop-down list and the user simply clicks on a selection to be taken immediately to that item.

Clients (i.e., contacts) are at the core of the database, each having typically one or more associated Matters. When reviewing a given client matter, the side bar menu choices present data relevant to the specific matter at hand, but on the initial My Dashboard screen, they reflect “firm wide” information. For example, on the user's My Dashboard screen, “Calendar” means “firm calendar,” but within a chosen client matter, it displays scheduling data pertinent only to that selection. A “breadcrumb trail” navigation tool resides near the top of the page to speed movement between display screens within each client matter, appearing in the form of “Client: Matter: Area” (where each word separated by colons is again a hyperlink to that item).

For scheduling and communication, Rocket Matter integrates with IMAP mail servers as well as Google Calendar. The first allows for the linking of e-mails to specific matters while the second provides two-way synchronization between Rocket Matter and the Google Calendar system.

With regard to billing, Rocket Matter has the ability to pull the time and cost entries together to compile a client-deliverable invoice ' on an individual matter basis or in “batch billing” mode across multiple clients and matters. The process is akin to a “mail merge” and utilizes a customizable Microsoft Word document template, complete with database specific merge field codes. The resultant invoice can be generated in various formats, including Adobe PDF, Microsoft Word, Microsoft Excel, and Corel WordPerfect, and then downloaded for printing or emailing to the client.

Key to this invoicing feature is Rocket Matter's ability to keep track of client monies, both in the general application of payments against outstanding invoices and in the holding of client funds “in trust” (e.g., retainers against future costs and fees). During invoice generation, the system provides the option to automatically apply funds from positive balances in the client's ledger or trust account to satisfy the newly created invoice. Alternatively, the user can manually transfer or apply funds later in order to pay open invoices for a client matter.

A subscription to the application includes the storage of an unlimited number of documents “in the cloud” in tandem with the hosted application data. Every document generated internally by the system (e.g., a client's invoice) is automatically stored under the related “Matter Documents” heading, but users can also manually upload files directly from their internet-connected computer (10 at a time with a maximum file size of 5MB each) or add them via URL Web addresses.

Rocket Matter also provides a “Client Portal” feature. With this system-wide option enabled, you are able to invite contacts to log in to the application via their e-mail address and a password of their choosing. Once logged in, they can view only their particular contact information and the documents that you, the subscription account user, have chosen to share with them (e.g., invoices or case-related documents uploaded earlier).

Our Firm's Experience

Though Rocket Matter provides assistance with importing data for new subscribing accounts to ease the initial load of information, we decided to forego this step. Our practice had several large estate and trust matters that would be continuing for years. Literally hundreds, if not thousands, of entries were already in the firm's legacy billing software system and recreating them in Rocket Matter would have been unproductive. Therefore, a few key matters remained in the legacy Windows-based system (accessible via a virtual machine when necessary) and will be closed there when appropriate. All new matters and returning clients were then opened in Rocket Matter.

Rocket Matter's close integration with the firm's Google Apps accounts was a huge plus. While only occasionally utilizing the linking of e-mails to specific matters, the bidirectional sync of calendar data is a vital part our operations. Wherever we go and via any device, changes to schedule via Google's Calendar show up concurrently in Rocket Matter.

One feature that greatly impressed the attorneys is the ability to turn any calendar event, task, matter document or phone message into an immediately billable item. While logged into Rocket Matter with an included on-screen timer running, they can return a client's phone call, type conversational notes into a text box, capture the exact amount of time spent on the call, and click “bill” to save the entry as a new billable item; all in one place as it occurs, not separate actions at different times.

Another benefit of the new system is that any staff member can look at a Matter to see its own calendar of events, what tasks are pending, how much time and expense have been incurred to date, or the state of a client's account balances. They are empowered to review this information themselves and are no longer required to make external requests for reports or pre-bills to see where things stand.

As to document storage, the ability to access relevant matter documents at any time from practically any location is something else we have come to live by. Aside from the system-generated invoices for a case (saved as PDF for portability reasons), we find ourselves storing important documents, such as engagement letters or client reports, under the Matter Documents section. This is particularly handy when we have to reference or review documents while traveling or away from the office.

While Rocket Matter does provide integrations with services such as Dropbox, Box, Evernote, LawPay and Quickbooks Online, we are not fully employing them just yet. The same is also true with respect to their Client Portal. They are very exciting prospects though and our delay in using them is not a reflection of their service, but more due to the time it took for the staff to get accustomed to the new system.

What's Missing?

There are a couple areas where I find the application could stand a little improvement. First, we have had to develop our own internal naming convention for matters. Our staff prefers to view the pre-bills and invoices sorted by the supervising attorney on a case, and when performing batch billing there is no ability to sort by attorney, nor is there a filter to restrict the selection of data to one attorney. Therefore, we devised a prefix and suffix naming convention for each matter so as to sort the resultant list of matter invoices more easily.

Our past billing system permitted us to not only customize our invoice templates, but also maintain multiple distinct invoice templates to be used for different types of client matters. Unfortunately, in Rocket Matter there is only one custom template allowed and employed universally for pre-bills as well as for final invoices. We would prefer to have an option of different formats for pre-bill versus invoice and vary the format by client or matter, but presently we do not.

The application does allow for the creation of custom-defined fields for clients and matters, but what is missing is the ability to have them auto-populated with certain kinds of data. A good example of this would be a unique case or matter number that auto-increments according to a firm defined format (e.g., “YYYY-99999999″).

Lastly, the custom reporting capabilities of the application are rather minimal. We would like to be able to create custom reports similar to document templates used elsewhere in the system. A report writer may be asking for too much, but perhaps allowing the user to additional filtering or formatting of existing reports would be a step in the right direction.

Conclusion

Our law firm is comprised of individuals from different generations with varying levels of technological expertise, distinct work styles and years of engrained behaviors. Making these changes did take time ' sometimes many months to gain the trust and commitment from the skeptics before they could become adept at something new. But by taking sufficient time, staying determined and working diligently, I anticipate the changes made will continue to work favorably for us over the years ahead.

Now for a caveat. Anyone considering fundamentally altering the way they do business and the running of their practice would do well to perform their due diligence and consider some options. Think about your firm's specific requirements, what things might have to change, what your staff is willing to accept at a given time and even areas that you might be unable to revise in your initial efforts. Read up on your state bar's current position on using online systems, attend a technology conference, and talk to the different practice management vendors.

That being said, I would still suggest that that there is potentially much to be gained from moving to an online practice management system. For our firm, “doing business” takes place everywhere and all the time ' not just when we are in the office and sitting behind a desk. Being able to securely access critical information from anywhere and at any time is key for our continued success. We can respond to our clients at their time of need, while effectively capturing the relevant data as it happens. Running our law practice via the cloud just makes sense.

Steve Senentz is the systems administrator, in-house tech guru and resident fanatical geek at Clarie Law Offices, P.A. Prior to joining the firm he spent over 15 years in the computer software industry as a programmer. He can be reached at [email protected].