Case Management Systems
Dominic Cullis, MD of Easy Convey, discusses the need for law
firms to invest in case management systems and highlights some key buying
decisions when considering the best software for your practice
Law firms considering investment in a case management system
(CMS) must feel like they are entering a minefield of options. There is definitely
a real divergence between generic and specialist conveyancing case management
systems and it is important to remember that case management is as much about
integration as handling administration. The underlying factor in why a firm may
choose a case management system is to increase efficiency and communication,
and it is true that information should never be more than a click away when
utilising a CMS.
With so many recent changes in conveyancing legislation and
the impending need to adopt e-conveyancing methods, case management systems are
becoming a necessity for all law firms.
But with so many differing systems, and indeed so many options, how do
you know which CMS is best for your firm? It is without doubt a difficult
decision, but hopefully the following points will help you to decide which CMS
is best for your practice.
One of the main features you must demand from your CMS is an
ability to obtain estimates and give instructions online, either direct from
the firm’s website or other work instruction systems such as CAL, OneMove or
LMS. The system must also contain automatic calculations such as Stamp Duty
Land Tax (including a calculation if a property is exempt from stamp duty) in
order to increase your practice’s efficiency.
One of the main time saving benefits of a good CMS is that
all letters, documents and forms should be automatically completed with data
being entered once and stored within the CMS, but be able to be used many
times. Also, with a greater reliance on email, it should now be a prerequisite
that the system integrates seamlessly with Microsoft Outlook and Exchange to
enable any documents created within the case management system to be sent
automatically via email, including prescribed forms such as TRI. Populating
initial data within the system such as the client details, property details and
district land registry information will enable this integration from the
outset.
Additionally, on opening up a matter, the system should
enable a link related matters, transferring information; including the proposed
exchange and completion date between the linked transactions. Any email
received by the practice should be able to be added to the matter history
without leaving the case management system, with the ability to extract the
attachment without necessarily opening the email or saving the email in the
history. For example this feature could be used to retrieve the result of a
CON29 search in PDF format which has been received form your chosen NLIS
channel.
Communication is of paramount importance through the
conveyancing process and this should be vastly enhanced through your CMS. The
need to keep all parties up to date with progress should be fulfilled via an
online case tracking system that is automatically updated when a stage is
completed in the workflow. Furthermore, with a high-quality CMS, clients can be
updated via mobile phone with the practice having the ability through the CMS
to send automated text messages (SMS). For example, on exchange the system would
send a text message to the client informing them that exchange has taken place
and give confirmation of the completion date. On the day of completion a text
message is an ideal way of informing the client that the keys have been
released and are available for collection; as it is normal that the client is
sitting outside of the property in his or her car and a text message can
usually get through, even in an area of low mobile phone reception.
Another way in which an automated process through a CMS can
save time is when an instruction may have originated from a third party such as
The case management system must also have the ability on
completion to prepare the financial statement for the client including the
capability to calculate the apportionments which would also appear on the
completion statement. The bill should also be produced from within the case
management system ensuring all calculations are performed correctly. Where a
matter is part of a combined sale and purchase, the CMS must be able to produce
a single combined statement (sale and purchase) as well as a summary
identifying net proceeds, amount required to complete and any outstanding
balances for either party.
In addition the SDLT returns should be able to be prepared
with a case management system, with all information held within the software
entered automatically. The SDLT return should then allow electronic submission
to HMRC via the Government gateway without leaving the CMS.
Integration with other services is becoming increasingly
important and where choices exist (such as three NLIS channels), the system
should integrate with all available options enabling your firm to decide which
third party supplier best suits your needs, rather than being dictated to by
the case management software supplier.
Every practice has its own style of writing and document
presentation as well as methodology; from estimates through to instruction and
from opening matter through to exchange and completion. It is essential
therefore that any case management system should include the ability for you,
the practice, to be able to tailor workflows, letters and documents (using your
precedents) that meet uniformed practice style and are coherent with your style
of work.
At the outset, the configuring your CMS should be able to be
carried out by a competent secretary under the guidance of a sole practitioner
or partner, without the need for programming or special IT skills. Any of the
aforementioned features should be able to be changed at will within the
practice without having to go back to the supplier.
Often overlooked by CMS suppliers but extremely essential is
training. This should be delivered by the supplier’s own internal training team
who have an in-depth knowledge of the system. The supplier should be able to
take the practice through the whole process of selecting the right
configuration for your practice, installation, administration training,
providing proactive support to assist the tailoring process and training for
users once the system has been configured to your specific requirements and
conduct follow-up workshops to ensure you are getting maximum benefit from the
software.
Support provided to users is also one of the most important
services that a case management system supplier must provide and the team
providing assistance should be well versed in dealing with property
professionals and support staff, avoiding jargon and IT speak. You should also
expect remote support which will ensure all questions are dealt with
efficiently and quickly.
Any respected case management system supplier should provide
on-going updates to the system that reflect changes in legislation,
information, forms and enhancements in technology without the need to purchase
a new copy of the software. It is also important that your views on additional
requests, which may include specific needs within your geographical area, are
listened to by the CMS supplier and that these suggestions are acted upon by
incorporating them into the system.
It would be impossible to list all the features and benefits
associated with case management systems but I have aimed to examine the main
attributes that I feel are essential for a practice when considering which
system to implement. There are many available CMS’s in the market so it is
advisable that you compose and target a shortlist of suppliers so a comparative
choice can be made. The ideal starting position would be the Legal Software
Suppliers Association where all members are researched before having their
application accepted. I believe that the most beneficial solution for
conveyancers would be to find a supplier that is dedicated to this area or
practice in the same way that licensed conveyancers are specialised. Nobody
knows conveyancing like you do and in the same vein, nobody knows conveyancing software like a specialist conveyancing
software supplier.
It is commonly documented that we are all involved in a
period of great change. Over the past six years we have seen four episodes of
HM Land Registry rule changes, the introduction of SDLT in 2001 and the
subsequent ability to send returns electronically in 2005, the introduction of
SDLT exempt or disadvantaged areas in 2001, two advent of major acts (Land
Registration Act 2002 and Housing Act 2004), and the ability to carry out
searches electronically by NLIS channels and other personal search specialists.
It is my belief that this is but the start of further
reform. The introduction of Home Information Packs and the ensuing inception of
e-conveyancing currently under development by HMLR will bring about great
change within the industry but the inclusion of a chain matrix with the Land
Registry’s e-conveyancing solution will be of particular benefit. As with other third-party case tracking
services, the need to integrate from the case management software system will become
a “must have”.
I have included a checklist below which I hope you find of
use which succinctly outlines the features that practices need to look for when
considering their choice of CMS. If you would like to discuss any issues
surrounding case management systems please do not hesitate to contact me on
01483 419025 or email dominic@easyconvey.com.
A good CMS should:
·
Automatically produce
an accurate fee estimate within seconds
·
Have complete
integration with all service providers that make up e-conveyancing (NLIS, HM
Revenue & Customs, Estate Agent, Lender, Client and in the near future with
Home Inspectors)
·
Have letter, document
and form creation using information from the database
·
Be able to merge
database information where appropriate on the official forms
·
Have a suite of
template letters, forms and documents
·
Be able to edit
letters, documents and workflows to mirror current style of practice
·
Have the ability for
e-submission of SDLT to HM Revenue & Customs
·
Have the ability to
send SMS text messages from the Matter
·
Be able to integrate
email with Microsoft Outlook and Exchange
·
Have all the
essential transaction types and enable you to create your own transaction types
·
Link different
transaction types for the same client (e.g. sale and purchase) and produce
common documents (e.g. financial statements, exchange letters and completion
documents)
·
Provide installation,
training and support by experienced full time staff employed by the case
management supplier