Message from the COO: Focusing on Product Superiority

Welcome to the second edition of Needles NOW. As we near the end of 2019, we are entering the most exciting time in our company’s history. We are rapidly approaching the launch of the most powerful web-based case management platform on the market today.

David Wagner, COO

Our all-new solution possesses the powerful features of Needles within a web-based platform, PLUS a Full-Featured Intake Module, Document Management, Advanced Security, Text Messaging, Robust Configuration Options, Real-Time Analytics, Client Portal and more. We are confident that this product, built with leading-edge technology and our 30 years of industry leadership, is superior to anything else on the market today. I’m also pleased to announce that last month, we successfully released this solution into Beta. This is an extremely important progression that keeps us on schedule for general release, in Q1 2020.

To ensure this solution is market-leading, over the last 3 months we have supplemented our Beta process with over 150 demos with some of the most successful firms in America. These discussions have been tremendously insightful and allowed us to refine our solution to meet the needs of a wide cross-section of firms by soliciting direct customer feedback. These demonstrations have also afforded us the opportunity to showcase the solution, and we couldn’t be more pleased with the overwhelmingly positive feedback. As we progress through Beta, we will continue bringing on additional firms until we are confident the solution is ready to manage the complexities of any firm. Check out our Now in Beta article which provides more detail on the Beta process and the launch of our exciting new web-based product.

This year, we have made incredible strides in executing our strategy to provide the most powerful and intuitive way to manage your law firm’s cases. We have done this by hiring new, talented leadership with significant experience developing web-based/SaaS enterprise business applications, aggressively investing in our development capacity and talent, instituting process discipline (such as the Beta process you will read more about in this newsletter), and leveraging the prodigious experience of our combined brands. To put this into perspective, we have not only hired a Chief Technology Officer, Jim Garrett, who works alongside Robb Steinberg, Head of Solutions Engineering, but we have more than quadrupled the number of developers focused on the Needles platform over the course of the last two years. These investments have allowed the company to advance our product at the most rapid pace in our history, all while, maintaining our status as a first-class customer service organization. Today, I’m proud to report that we are have maintained a +95% customer satisfaction rate over the last two quarters. However, I would like to acknowledge a recent incident that negatively impacted customer satisfaction for less than 1% percent of Needles customers, whom we provide IT/hosted services for, but more significantly impacted TrialWorks hosted customers. To read about the cybercrime incident, how we resolved the issue, and what steps we are proactively taking going forward, click here.

Our mission and commitment to our customers are to supply the best legal technology to lawyers across North America. We are devoted to achieving the first phase of this by delivering a modern, powerful web-based case management platform – one in which we will continue to evolve and introduce new complementary value-added applications. We appreciate each and every one of you and look forward to sharing this journey of growth and advancement with you over the coming days, months, and years.

If you would like to review our first edition of the Needles NOW newsletter, please take a look here.

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