MSS clinches 13 first places in Software Solutions guide as good client communication pays off

Practice management system supplier MSS chalked up an impressive 13 first places out of 14 categories in the 2005 Law Society Software Solutions guide.


The Farnborough-based company came top in the key categories of overall value for money and overall satisfaction, but was pipped by Eclipse when it came to customers' likelihood to recommend a product.


Some 16 suppliers made this year's guide, an increase of two on last year. The new entrants were Civica, Linetime and Gavel & Gown, which returned to the guide after a year's absence. DPS Software meanwhile did not seek entry this year, citing a shift in the company's focus as its reason for withdrawal.

To make the 2005 guide, the seventh edition, suppliers were required to demonstrate financial stability, satisfactory customer feedback research, and an integrated practice management system. The accounts of each company were also examined by independent accountancy firm Baker Tilly, which analysed profitability, liquidity, cash flow, turnover, and assessed the ability to pay creditors.

At least 40 customer firms per supplier were selected at random and asked to rate the product they use against a range of factors.


An eight-strong selection panel - including IT consultant Christina Archbold, Law Society Council members Simon Young and Robin Ap Cynan, and Tony Fisher, managing partner of Colchester firm Fisher Jones Greenwood - also assessed the companies' products. The panel focused in particular on the companies' approaches to issues such as e-mail integration, money laundering checks, and client conflict checking.


In the customer research, MSS scored 8.7 out of a possible 10 for overall satisfaction, with Eclipse second with 8.4 and Edgebyte third with 8.3.


On value for money, MSS again came out top with 8.8. Five firms came joint second with a score of 7.8 - Eclipse, Edgebyte, Gavel & Gown, JCS Computing, and Linetime.


The only category where MSS failed to take top spot was in the clients' likelihood to recommend the product to other firms. Eclipse scored 9.1 - the highest score for any category - with MSS in second place with 8.6, and Edgebyte third with 8.1.

MSS managing director Simon Meehan attributed the supplier's success to improved communication with its clients, with the introduction of regular roadshows, questionnaires and newsletters.

He said: 'This has not come out of the blue - we have looked at our results in previous years and acted on the feedback. We needed to improve our existing clients' understanding of the potential of the system.'


Apart from product ratings, the guide also includes a product functionality comparison chart.


Mr Young, who is council member for the Society's law management section, said: 'It is a personal view, but I think firms have to make much more intensive use of the IT facilities that they pay a lot of money for. Post-Clementi, we are going to be up against businesses which are used to making full use of IT.'


Firms often do not extract all the benefits that come with the technology, and - having made their initial outlay - are also reluctant to pay money for ongoing training, he added. 'This can be terribly frustrating for the suppliers and very inefficient for the firms.'


Free copies of the guide are sent to every law firm in England and Wales. It can also be downloaded from www.it.lawsociety.org.uk.


Launching the guide, Law Society President Edward Nally said: 'Good IT systems can help firms with billing and enable them to grow by identifying the most profitable practice areas and those that need to be improved. This kind of management information can make the difference between success and failure in the modern legal services market.'



Gazette columnist Charles Christian, who provided independent analysis, agreed.



He said: 'The increased number of suppliers named in the guide reflects the fact that it is now becoming the bible for high street firms that are looking for practice management systems. Not being in the guide is a disadvantage.'