The Most Important Feature in any Legal Case Management Program

Customer Service

Even if it has all the latest bells and whistles, your legal case management software program will come up short if it doesn’t provide top-notch customer service. Even the most intuitive case management software program can present challenges, especially during the initial phases of implementation. Additionally, if your law firm is converting to a new system, a top-notch customer service team should be ready to assist you in orchestrating a smooth transition.  Following are some tips on what features you should look for in a case management software company’s customer service team:

  • 24/7 access to the customer support department. If you cannot receive immediate assistance to resolve problems, your firm will lose valuable time. Needles – one of the legal industry’s leading case management software providers – responds to every call directly. The company’s customer service division does not use a voice mail system, ensuring that every call will be answered by a highly trained support specialist.
  • Participation in client User Group conversations and meetings, enabling customers to glean valuable insights into the case management software from others who are familiar with the system.
  • Access to a “clients only” section of the software company’s website, which provides instructions and answers to help you maximize your experience with the case management program.
  • Ongoing implementation/training curriculum to ensure that all attorneys and support staff will be proficient in using the software. The training curriculum should be customized for new employees, advanced training, document coding, report writing and more.

In addition to providing the customer service features described above, Needles requires each new client to undergo initial training and implementation with a Certified Needles Consultant and trainer. This ensures that your system is set up properly and that all the correct procedures for handling information are promptly put in place.

For more information about the Needles legal case management software and its many customizable features, take the free Needles demo.

For more than 30 years Needles has been the leading case management resource for law firms of all sizes. Developed to provide niche services unique to the legal profession, over the years Needles has refined its software to provide the most comprehensive and easy-to-use case management solutions. We provide 1-to-1 customer care along with an unwavering commitment to deliver all the resources you need to manage your growing case load from start to finish. We are at your service, 24 hours a day, 7 days a week.

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