Feature

posted 22 Jun 2010 in Volume 12 Issue 12

Case Study: Cloud Covered

Scott Moncrieff, Harbour & Sinclair’s practice manager, Helen Jones, discusses the virtual firm’s experiences in moving to a software as a service solution.

key points

1. Consider cloud computing and a pay-per-user model

2. Look for a service that provides instant access to financial information

3. Ensure the service is adaptable and comprehensive

4. Ensure all consultants use the firm’s email address

Scott Moncrieff, Harbour & Sinclair (Scomo) is a virtual firm, providing office services for UK-based legal consultants. Having trebled in size in five years, I was looking to improve consistency and continuity in our business practices and processes to boost the firm’s brand.

Being self employed and geographically dispersed, our consultants need to access applications from multiple locations. I looked to the cloud to resolve this matter, and found that K-Cloud, powered by strategic partner 2e2, could implement and manage a new practice management and email platform that would link our consultants with each other and the administrative office.

Evolving practice

Scomo’s previous bespoke practice management system (PMS) did not integrate with other parts of the business and could not provide management information or show the percentage of completed work. This made life difficult for the accounts department, who could not predict their workloads, and therefore were not able to align sufficient resource around billing on case closure.

Flexibility came at a high price. Scomo has a significant legal aid practice and, whenever the Legal Services Commission (LSC) changed the way a particular type of case is funded, the billing system had to be reprogrammed, which proved extremely costly. This and other factors highlighted our need for a more adaptable and comprehensive PMS.

I looked to implement a PMS that would meet the different requirements of our consultants working in legal aid and, with private clients, over a wide range of legal disciplines. I identified and analysed the processes involved with a view to establishing the firm’s core requirements and identifying the most suitable system.

I found Microsoft Exchange Enterprise Edition (MEE) allowed all our remote workers to gain online access to email, voice mail, calendars and contacts, virtually anywhere and anytime on both computers and mobile devices.

I also decided to use the IRIS Law Business PMS, which is based on the Microsoft format. The system includes document production and management, email management and a user-customisable client/matter database.

Creating a cloud

Having selected the IRIS Law Business PMS and MEE for email, my next decision was how to deliver them. Cloud computing seemed the ideal solution, avoiding the need to invest in expensive hardware and software that needs to be maintained and updated. K-Cloud’s software as a service (SaaS) subscription model, underpinned by 2e2’s IT infrastructure and systems, offered to support our continued growth and flexible business model.

Both the PMS and MEE are managed by K-Cloud and 2e2. Although it would have been straightforward to purchase either or both systems, applying a single managed service and subscription model to both systems enables us to combine the latest systems with a flexible service and payment model that suits our unique structure and business model.

Switching to cloud-based MEE email means that the firm does not require on-site Exchange servers, but can instead operate a pay-per-user model. We have set a rolling three-month limit for live emails, with the balance moving into an archive on a monthly basis.

As a law firm we are required to keep client files for a minimum of six years, and lengthy litigation cases need to have access to email trails over many years. The archive had to be user friendly and searchable. MEE helps to reduce potential compliance risks in a way that makes sense to our business. The exchange server also incorporates features that are specifically designed to help the business comply with corporate, regulatory and legal requirements. It is simply a matter of searching in a different place. Our longer-term aim is to achieve closer integration between the PMS and email.

The main implementation project was the switchover to the IRIS PMS, which included training groups of our consultants in different parts of the country and providing additional training for systems administrators. The training generated enthusiasm for the new system and highlighted its potential.

Technical challenges

Scomo’s structure and the variety of systems deployed by our consultants has raised important challenges. Unlike conventional law firms, where everyone uses the same hardware and software, our self-employed consultants use different operating systems and software, and have different levels of IT competence. Whereas some people could access the PMS easily and immediately, others require more support from K-Cloud and 2e2 to install the software and get the system up and running.

To meet this need, I ensured our help desk supports both systems, providing expert IT support to our consultants and administrative services. All help-desk queries are logged and, if no easy remedy is available, problems can be escalated. Information is also gathered about the nature of questions, which helps to identify training and other needs within the firm.

SaaS benefits

Moving email and practice management to the K-Cloud and 2e2 SaaS solution has produced significant benefits to users, supporting consultants, management and the law firm’s overall structure and strategy.

Users can access email and Iris PMS from any internet connection. We now have just one help desk number for service problems, which has passed the responsibility to K-Cloud and 2e2, which listen and respond to our needs. The more they understand how our business works, the better the arrangements have been developed.

SaaS has freed up our own IT consultants to concentrate on user-related issues, including training, and establishing and maintaining IT procedures. All consultants are required to use the K-Cloud system and their Scomo email address, which also provides a greater sense of the firm’s identity.

Our innovative IT arrangements help attract business and talent. New joiners pay a one-off fee for access and initial training. Flexible training options include induction for new consultants and commissioning top-up training on specific subject such as billing procedures.

With unified messaging in MEE, our employees can also receive their email, voice mail, and faxes through a single inbox that can be accessed from anywhere.

At the same time, the new PMS gives our management immediate access to financial information, including billing patterns, work in progress (WIP) and unit performance.

The new system is already producing greater clarity and consistency across the business, and there is potential for more. The monthly payment model has enabled clear budgeting for IT costs, while licenses can now be transferred as consultants leave and join, enabling us to maintain business at no additional cost and to expand with no extra capital investment.

IT looks good

Our independent consultants now have a more positive view of IT, and we are looking to explore the potential of the new system more fully, particularly around improved workflow and efficiencies, as well as introducing a single log-in for email and IRIS.

A key part of the appeal for the firm, however, is the peace of mind of knowing that K-Cloud’s SaaS is operated on the IT infrastructure hosted from 2e2’s data centres, ensuring resilience, backup and security of data.

The positive experience has confirmed our choice of technology partners, who demonstrated their proven track record with core Microsoft applications, extensive software integration and configuration skills and long experience of data centre and infrastructure management.

With 64 of our users now successfully using the service, the future focus is to further innovate our services through other advances in technology. A roadmap of functional changes to the PMS, including the adoption of further applications through K-Cloud’s SaaS, is now being discussed and agreed within the firm.

However, by treating IT as a utility rather than an in-house business support function and devolving the responsibility for day-to-day services, we can now focus on growing our business, confident that all users can rely on scalable, accessible systems and fast, responsive IT support. We can concentrate on the law.

– scomo@scomo.com