Choosing Your Computer Integrator

Realtors say that three items are key when determining the desirability of a listed house. In order of importance they are location, location, location. How do you go about determining the desirability of a computer vendor for your firm? Is there a foolproof evaluation method? When preparing for automation or expanding their system, law firms spend a great deal of time researching computer hardware and software vendors, listening to their sales presentations, reading their materials, often and growing progressively confused as their evaluation proceeds.

Sales people are trained to be charismatic and convincing and to present their products' strengths. How do you determine their weaknesses? The solution to this potentially exhausting evaluation is amazingly simple. In order of importance the key evaluation components are references, references, references.

Let's discuss this further. What kind of integrator should you choose? Too many firms consider a relative or friend to implement their system. The logic is simple, they feel they can trust this individual and in most cases they can. A friend will do all that is in their power to do. Good intentions alone, however, are not enough. The integrator of choice must design and implement a system properly, but what firms sometimes fail to consider is another crucial element of the integrator's value, post-implementation support and consultation. It is unlikely that the friend or relative has the experience to properly design a legal system.

For example, most automated law firms have implemented document management. The friend may not be familiar with document management in terms of its value to a firm and its design considerations. Many firms are installing real estate software such as SoftPro's ProForm. Does the friend know the value of ProForm, and second are they comfortable in handling the compatibility issues with WordPerfect 8 or with Windows? (Update note: SoftPro is releasing a Windows 95 version of their software the first quarter of 1998). Are they aware of case management and the importance of designing it with compatible word processing and document management software? Is integration of time and billing with other modules thought-out? There are marvelous legal tools available, however it is difficult for anyone other than a legal-specific integrator to know their availability, aplicability, and current desirability.

Lastly, does the friend fully realize the demanding nature of legal support and are they staffed to respond as needed?

Another choice may be a generalist type of computer integrator. The discussion in the above paragraph can apply here as well. Designing applications and planning for the future are not the same for a law firm as a wholesaler or a government agency. More than once I've heard a law firm say, "once our integrator installed the system and got our check, they lost interest. No one seems to be interested in helping us with a $500 problem."

A legal integrator on the other hand has much to gain by helping with any need. Good service by a good integrator leads to additional business and to referral sales. I'm aware of more than one generalist integrator who walked away from legal integration and law firm clients saying, "it's not worth the trouble."

Some computer firms boast of having large numbers of "Doctorates of Computerology" on staff. Others list large numbers of authorizations. Is that important? It can be if properly applied. For example, it is important to have adequate backup in both sales and support locally if you are going to be assured of quality response. Good sales account managers can be marvelous partners in terms of advising you and responding to your needs. However, numbers can be deceiving if the computer firm services large commercial clients and you as a small law firm need help. A large integrator that services many industries may make you feel like a traffic ticket defendant in the packed lobby of a busy PI firm. Numbers of staff mean little if the integrator is disorganized, uncommitted, inexperienced or all of the above. Again, references will tell the story.

It is important that your integrator have local resources. Too many times I've seen integrators test the waters in a remote area only to later withdraw to concentrate on their core business and area. Another drawback to distant integrators is that when you compete for resources with a large "bread and butter" client at the main office ... you lose. A good test is whether the integrator has adequate staff locally, advertises locally, and participates in local programs. Ask for a support plan and for response time guarantees in writing.

Another good qualifier is to talk to vendors. If you are considering WordPerfect, SoftSolutions, CaseBase, Michie, LegalEdge, TABS, etc., talk to the manufacturers. They will tell you who best supports their product and clients.

Have your potential integrator demonstrate their recommendations. Have the support person who is going to work with you do the demonstration, not "Slick Millie" out of the home office.

What else can a legal integrator do for you? An experienced integrator will design the system around your needs. They will consider the experience level of your staff and design the training accordingly. A legal integrator will be able to relate general programs like WordPerfect to the way a law firm does business. The installation will be performed as it should be for a law firm.

Once the installation is completed, the true value of a good legal integrator displays itself. Quarterly communications and update meetings are held. Having the integrator present technology as it applies to your law firm is helpful and very productive. One of the most valuable offerings an integrator can provide is "User's Groups". Being able to share tips and techniques with other software users is valuable in getting the most out of your investment.

There is one remaining acid test to determining which integrator you should choose. If you've fallen for the sales pitch, become infatuated with "Slick Millie" and want to go through the motions, ask for two legal references. Most integrators have two or three "pet accounts" who will give good them references in return for preferential treatment and the Christmas ham. If you want to be pretty sure, ask for five local, legal references. If you want to be very sure, ask for ten local, legal references. If you want to be positively sure, ask for their client list, offer to sign a non-disclosure and spot call clients on the list. Additionally, ask the integrators if they've taken over any law firm clients from their competitors and then find out why. A word of warning, be prepared for some long pauses when you ask for the references and client lists.

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