Cronin Miller

Launching a new product invariably requires a pioneering client willing to be the first to go live. For EvolveGo, our cloud-based, end-to-end legal practice management software, that client was Cronin Miller.

As the inaugural adopter, Cronin Miller’s experience is particularly noteworthy. The Gold Coast firm played a unique role in shaping EvolveGo—a rare opportunity for a law firm to influence the development of software designed to be future-proof. While some may find the prospect of being the first adopter daunting, effective change management is a specialised skill that requires a focused mindset. Cronin Miller exemplifies these qualities.

As an existing PracticeEvolve client, they embraced the opportunity to collaborate with us in testing a brand-new system, providing expert feedback to enhance its development. This significant and, some might say, courageous step benefited both parties immensely. Here’s how.

Cronin Miller’s decision to adopt EvolveGo wasn’t just about embracing new technology—it was a calculated step aligned with their business growth strategy. As a long-time PracticeEvolve client, the firm already had a strong working relationship with our team, laying the groundwork for a productive partnership.

Reflecting on the transition, Partner Derek Cronin shared:

“We had been using PracticeEvolve effectively for years and recognized the value in moving to a cloud-based system. The COVID-19 lockdowns confirmed the need for seamless connectivity between remote and in-office work.

More importantly, our business growth plans demanded a robust document management and data storage solution. PracticeEvolve understood our focus on people, culture, and profitability, and EvolveGo appeared to offer everything we needed.”

Cronin Miller’s early adoption of EvolveGo allowed the firm to play a pivotal role in shaping the software. With prior experience in beta testing other platforms, Derek Cronin and his team were well-equipped to provide constructive feedback that directly influenced the system’s development.

“We were actively involved in beta testing and provided detailed feedback to refine the system. This ensured it met our specific needs while contributing to a product that could benefit other firms. PracticeEvolve’s development team valued our insights, and the collaborative process resulted in a system perfectly tailored for our practice.”

The partnership was mutually beneficial. Cronin Miller received a solution that addressed their unique requirements, while PracticeEvolve gained invaluable insights from a law firm using the system in real time. This feedback loop helped solidify EvolveGo’s user-focused design, making it intuitive and practical for the legal sector.

Introducing a new system can be challenging, even for firms accustomed to change. Yet, Cronin Miller’s transition to EvolveGo was remarkably smooth.

“From the outset, I recognised that the new system was fairly intuitive. Consequently, there was minimal resistance from both our professional and support staff. We’re fortunate in that respect; our team is highly capable, and while the transition was somewhat daunting, it was relatively straightforward because of their adaptability. We went live and were billing within a week. Though the first billing run was a bit chaotic, the team adapted quickly. Within a few months, everyone was fully proficient.

I believe we pushed ourselves to utilise the software extensively, discovering that it has capabilities beyond our initial appreciation. This is one of the reasons we ensure we stay updated on any changes or enhancements, as the system truly does everything we need to succeed, and more.”

Adjusting internal workflows is inevitable when adopting new technology, but collaboration with PracticeEvolve ensured the transition worked for Cronin Miller’s unique operations.

“Throughout the change management process, we held weekly meetings with PracticeEvolve, consistently providing feedback. We identified what worked well and what didn’t, and the EvolveGo developers were quick to address any issues that arose.

For instance, our processes for approvals and pre-billing preparation were significantly different. The new system generated reports in a new format, which required some adjustments. With billing, we had the option to change certain elements, but we chose to retain aspects of our existing practices because they aligned well with our operational needs. While we’ve adapted in some areas and recognise the potential for a more streamlined billing process, our current approach works best for us right now.

By working together, we were able to ensure that there was enough flexibility in the system to run the firm the way we wanted to run it. That was a real bonus for us and the fact that we were so well supported throughout ensured a smooth transition overall.”

Since transitioning to EvolveGo, Cronin Miller has observed significant functional and operational benefits. Derek shared what he finds particularly advantageous:

“I appreciate the ability to customise the reports to suit our needs. When it comes to management reports, we gain a much clearer understanding of the data and can quickly find the answers we require.

“The system extends further, enhancing our performance beyond previous levels. For example, when reviewing our Work in Progress (WIP) reports, we can identify gaps in workload and determine if any staff members are overworked or underworked at any given time. It’s not solely about financial reporting; we also utilise EvolveGo’s reporting tools to better understand the impact of work on our staff and organisational culture. We aim to prevent burnout and avoid underperformance.

“Managing performance in this way provides us with an excellent overview of daily operations within the firm. This, in turn, enables us to improve how we manage our people for their professional and personal benefit, as well as for our clients. When our staff are content and performing at their best, we can consistently deliver an outstanding client experience.

“I can compile all this information, and more, into a single report. I can also segment it by author and distribute individual debtor reports and timesheet summaries to staff, for instance. This accounts functionality and reporting provide us with a macro view of the firm’s performance, allowing us to identify gaps without becoming entangled in details.”

Providing comprehensive support and training to everyone at Cronin Miller was a priority for us at PracticeEvolve. During the beta testing of EvolveGo, we delivered initial training and focused on empowering Derek to conduct new user training internally with minimal assistance from us. Regarding ongoing support, we remain readily available to address any questions about new features or specific issues, ensuring a prompt response to maintain ease of use across the firm.

Derek notes: “The support we received during the transition was both consistent and reliable, and the training was—and continues to be—excellent. Whenever there are changes, we’re uncertain about, or if we have a question regarding an update, we know we will receive expert assistance promptly. Additionally, when we have a new starter, we can train them internally. This is extremely beneficial and allows new recruits to be productive from day one.”

Engaging a long-standing client in the development of EvolveGo was imperative for us at PracticeEvolve. We were delighted when Derek and his colleagues chose to be early adopters; their input and feedback were instrumental to the system’s success. By assuming this role, Cronin Miller now possesses a system that meets all their needs. Thanks to their support, other law firms across Australia also benefit from these enhancements, which aligns perfectly with our objectives.

Derek concludes:

“PracticeEvolve differs from other providers in their field because their focus is consistently on people rather than profit. This distinguishes them for all the right reasons.

“I am grateful for the opportunity to be an early adopter of EvolveGo and to have directly influenced its development for both Cronin Miller and our peers. We have established a true partnership over the past few years, which has undoubtedly had a positive impact on both our businesses and respective clients. If you have the chance to partner with them on a new innovation, I highly recommend saying yes!”

Based on the Gold Coast, Cronin Miller specialises in resolving commercial disputes. Dedicated to providing effective results for clients with commercial claims, their expert team is actively engaged in mediation and dispute resolution, as well as bankruptcy, liquidation, and insolvency-related matters. The firm also offers expert assistance with wills and estates, including estate litigation.