Case management - out-of-the box or tailored?

November 08, 2019

Effective case management is increasingly important, both in terms of optimising processes and enhancing the overall client experience. Many firms have had to make cut-backs as a result of the recession, so ensuring your workflow is streamlined is absolutely crucial as a way of keeping costs down and remaining competitive in today’s challenging marketplace. But when it comes to case management tools, do you opt for an ‘out-of-the-box’ solution or something more tailored to your firm’s specific needs?

Pros & cons

The advantage of an ‘out-of-the-box’ case management solution is that, in theory, it should be quicker and cost less to implement. However, it does mean your teams will certainly have to change the way they operate currently to suit the software rather than the other way around and of course this can prove massively challenging from a change management perspective.

A tailored workflow system, on the other hand, is the opportunity for a legal team to completely re-evaluate what they want from a new system and then have that workflow system configured to very specific requirements. The flip side is a longer implementation time and the likely impact on a firm’s internal IT resources to undertake this tailoring work and roll it out, repeating this exercise for every department.

Best of both worlds

To gain the advantages of both the above routes but without the downsides, SOS has adopted a different approach to delivering case management/workflow solutions. Rather than just training your law firm to undertake all the workflow tailoring yourself, SOS has a team of highly skilled workflow consultants who will undertake all the tailoring for your firm ahead of converting your legacy system. As a result, you will gain all the benefits of a tailored system but which will be ready ‘out-of-the-box’ at the go-live of your new software. 

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