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Your firm has identified an exciting new technology and done its due diligence. You sign the contract in a honeymoon-esque glow of optimism at the advantages this new software will bring to your attorneys, staff and clients. And then, you find yourself in the worst possible scenario: It turns out that the provider's technical support — including customer support, implementation and backend engineers — stinks.
You may find yourself in a situation where one of your attorneys has a question and the support team is unreachable, unavailable or exceedingly slow to respond. Or even worse, a staff member talks with a support “expert” who doesn't understand what she needs or can't answer her questions.
This lack of knowledge and responsiveness holds your firm back from performing vital work. A backlog builds up, and you must deal with irritated attorneys and staff members. You don't even want to think about any fallout from clients who may see delays in response to questions or concerns about their matters.
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