Article 6:

Buying Law Office Software - 15 Critical Questions You Need to Ask

• How long have you been in business? How many law firms use your software?

  Beware of any technology labeled 1.0. Startups may look exciting, but they may not understand the intricacies and complexities of law practices without years of feedback. New vendors may not be around in 5 years. Smaller vendors often have lack the support staff to provide adequate customer service, or the development team to keep pace with changes in technology.

• What size firm is the software designed for? How can you help our sized firm?

  Beware of software packages designed for large firms if you are not. They will likely be overkill for your needs and too complex for your staff.

• How much technical support do you provide with the initial purchase?

  Beware of firms that don't include technical support for the first year. You will want to take advantage of your software and use it correctly. Using software improperly or wasting time figuring things out on your own doesn't make good business sense.

• What are your hours of technical support and what are your support policies regarding wait time and call backs?

  Beware of technical support that isn't available when you need it, only available by appointment, or uses offshore technicians. Beware of vendors that don't offer to address your problems immediately.

  
• What are the system requirements for your software? Can we use your software over the network? What type of database engine do you provide?

  Make sure your hardware is compatible. Determine if upgrades are necessary to your hardware. If you are using the software on a network, ask what database engine is included. Beware of software that doesn't protect you against power outages, software crashes or network failures.

• Do I need an onsite IT person to install or maintain your software? Do you offer remote installation assistance?

  Some vendors' products require an onsite IT person to set up the software and the database engine. This is often more costly than you'd think, because you will likely be paying for this person to come back every time you need to make a change or fix a problem.

• Do you have any known stability issues? Do you have a knowledge base online?

  Beware of downtime and the effect that has on your practice. If the vendor has a knowledge base, check the known issues to identify issues other customers are experiencing.

• Are there any compatibility issues with operating systems, handhelds or other office applications?

  Some software is not compatible with the latest Microsoft operating systems, some doesn't work with your server or handhelds or your version of popular office software. Make sure there isn't any hidden incompatibility issues.

• Does your software allow for remote access?

  Determine your remote access needs. Can you access the software from home or on the road via the internet? Can you synchronize the data to a laptop and take it with you? Is the software compatible with your handheld?

• Can we modify or customize your software for the needs of our firm?

  Law firms tend to be unique in their practice areas, organization, practice of law, and case management style. Make sure the software can adapt and is customizable to meet your specific needs.

• What is the price for your software per license for each product you offer? Is your license policy based on number of users, concurrent users, timekeepers, computers or some other criteria?

  Determine the features and limitations of each software edition the vendor offers. Beware of vendors that piecemeal the pricing. Many vendors offer a cheap starter edition without the features, support or training that you really need to take full advantage of the software. Also, understand the licensing policy for the software. Does your office computer, server and home laptop count as three licenses or just one?

• What recurring costs should I expect in terms of upgrades, support and subscription pricing?

  The initial cost of the software is just a fraction of what you'll invest over five years. You should plan on keeping the software updated and in support. Calculate what your total cost of ownership will be.

• What are the steps in implementing your software?

  Implementation can be a time intensive process in terms of training, data input, data conversion, and down time. Make sure your vendor can provide specific action steps and a timeline for implementation. Ask about delivery time, installation time, installation steps, delivery of training, data input, data conversion and software set-up.

• Why should I purchase your software?

  Beware of software that is just sold on price. You generally get what you pay for and you make it harder to manage your busy firm with limited feature software than if you use a top of the line product. Make sure the software vendor is providing a solution to your specific issues and will partner with you to meet your objectives.

• What if I don't like your software? What is your return policy and money-back guarantee?

  Sometimes, despite all the right answers, maybe you just don't like the software or the support and want your money back. If a company has been in business a long time with an unconditional satisfaction money back guarantee, it tells you a lot.