KPA Lawyers

When Melbourne-based KPA Lawyers approached us to discuss new Practice Management Software (PMS), they quickly realised that PracticeEvolve ticked all the boxes, and more, from both a legal and accounting standpoint.  

Historically, the firm had implemented a PMS and added on a separate accounting solution. The incumbent provider, however, offered a system which delivered a fully integrated accounting solution. This worked well and enabled managing partners to see the accounts at the touch of a button without having to access or learn how to use a different system entirely. Unfortunately, over time, the team felt the provider was no longer able to meet the firm's changing requirements, so the search began for an alternative supplier.  

Any new software must include an integrated accounting solution to ensure streamlined operation and functionality for all users across both legal and accounting teams. Explains Emily Purcell, Partner at KPA Lawyers: "To make any switch to a new system, it was critical for us to maintain the consensus that we were all using one single system." 

Moving to a new provider can be a process fraught with challenges and uncertainty. Indeed, when KPA Lawyers switched from their previous provider to the most recent incumbent, the transition was described as "fairly traumatic for staff."  

Outlines Emily: "Our previous experience – moving to a cloud-based system – was forced and expensive. Plus, the timeline set for the switch was wholly unrealistic. The move was done quite rapidly and, with hindsight, we didn't have the right team looking at the data to be migrated or the right team looking at what PMS we should be implementing and why. This ultimately resulted in a system that wasn't fit for purpose for all members across our various team. It also meant that the migrated data was not transferred across as smoothly as it could have been." 

This naturally left the team feeling very nervous about switching to PracticeEvolve. No-one, let alone Emily, wanted to go through that same experience again. It was our focus to ensure that the transition was seamless in every way possible by providing an unrivalled level of support from day one of the 'go-live' process. And that's where we excel. 

A trial migration is one of the best ways to ensure seamless data migration. As such, this was a key element of our proposal to KPA Lawyers. As well as providing an outstanding PMS and integrated accounting, it was imperative that we ensure peace of mind about the entire process. Developing trust and taking responsibility are the cornerstones of every project we undertake. And this project was no different. 

States Emily: "This was one of the most impressive things I've found about working with PracticeEvolve. Having an inherently flexible implementation team on hand to support us throughout the process was invaluable."  

Initiating a data review before the trial migration highlighted a significant number of areas that needed to be changed to get clean data across. We then reviewed the data again and discovered additional areas to be addressed. A number of tweaks were made, and further reviews implemented. So, by the time Emily and her colleagues were ready to move forward, everyone was comfortable, no-one was nervous about what that final migration would look like. 

There's a famous saying: 'the best laid plans…often go awry'. Despite intricate planning, when it came to obtaining the final data set for migration, there was a delay which was out of both our and Emily's hands. This, of course, had an impact and 'go-live' dates had to be readjusted which disrupted the entire KPA Lawyers team. But, thanks to the collaborative relationship we had built with Emily and her colleagues, we were all able to turn this into a positive. 

Outlines Emily: "The whole PracticeEvolve team were amazing. If I remember rightly, the 'go live' date was amended five times in the space of two weeks. Everyone at PracticeEvolve supported and pivoted without question. Each person we spoke with was always on the front foot which was just fantastic. So even though it was a big hiccup, what the implementation team did to mitigate any losses for us was a real game-changer for the firm."  

Recruiting the correct personnel within a law firm to oversee the data migration review process is essential to success. As previously stated, Emily had recognised that, when moving to the cloud a few years ago, the right people for the job had not been involved. This time around, things were very different. 

Emily herself carried out a review of the legal aspects of the process and selected a senior member of the accounting team to review the accounts side. In doing so, several issues that may not have otherwise been picked up were identified very quickly by each respective party thanks to their unique knowledge. Having individuals with a deep understanding of the system is essential to successfully implement any new platform and ensure that the rest of the team is fully on board. 

Emily's top tips for managing a data migration process 

• Involve your senior personnel in the data review. You may think delegating this to junior members of staff makes financial sense, but it can cause more challenges in the long-term. 

• Go above and beyond – review 15 files rather than 10. By looking at a slightly different file, you can see things differently and you might pick up an error that you might not have seen on another file. 

• Quality is key – don't force the pace of the process and rush. Take your time to get everything just right. 

• When selecting a partner to oversee the project, choose someone who is adept at managing expectations and questions at every stage. You don't want someone who will simply say 'yes' to everything! 

We are acutely aware that ongoing technical and practical PMS support is a must-have for every law firm. Not being able to actually speak with anyone if there is an issue is not only frustrating, but it also directly affects business and has a knock-on effect on customers themselves. That's why we pride ourselves on providing exceptional customer service for all clients. 

States Emily: "With our previous supplier, communication was limited to email. When we reported an issue, they would respond via email and close the ticket, but we often didn't fully understand what was needed to resolve the problem. This is a significant difference with the support we receive from PracticeEvolve, which I must say is excellent. While the initial contact is still through email, the ticket remains open, and we consistently receive follow-up messages asking if the issue has been resolved. The ticket only closes when we confirm that the problem has been successfully addressed." 

We not only solve any issues our customers may have quickly and effectively, but we also empower them to understand what has caused the problem and how it can be avoided in the future. At the same time, we work alongside them to suggest how to get the very best from the system and take full advantage of all the functions and benefits so that it's far easier and more efficient for everyone. 

For example, if a customer tells us that the issue hasn't been resolved, one of our technical team can jump on a call and screen share with the member of staff to work them through it. This one-to-one support proved invaluable for Emily and her colleagues. 

Explains Emily: "You've got a telephone number we can call, so that's amazing! We actually haven't had to use the telephone number though because of the way your team actively supports us through the ticket system beyond just an initial e-mail response. This is one of the really great things about moving to PracticeEvolve, the additional support that is provided." 

Humans are naturally inclined to resist change, yet it's essential for any business striving for growth and success. Managing change can be challenging, which is why we work closely with customers from the very beginning, ensuring everyone is informed about what's happening, when, and why. 

We encourage staff to stay engaged throughout the entire process and welcome any questions or concerns they may have. To ensure smooth communication and support, we assign a dedicated Customer Success Consultant (CSC) to each new customer, providing a key point of contact throughout the project. This approach helps guide everyone through the changes and ensures a seamless transition. 

Comments Emily: "Some staff were nervous about the change and the new technology. However, the ongoing support provided by PracticeEvolve really helped make them feel comfortable. They were keen to play with the system because, at the end of the day, we learn by doing and unless you actually jump in and start having a go and seeing what it can do, you're not going to learn. PracticeEvolve actively encourage this! 

"The whole team was up and running with the system really quickly which was important for us as we wanted to minimise any downtime to the firm. It feels like we've been using PracticEvolve forever now." 

End-user training is a crucial part of every project we undertake. There's little value in having an advanced PMS if users don't know how to use it. Since each firm's needs are different, we create a tailored training plan to meet their specific requirements. We're also flexible and ready to adjust the plan as needed throughout the training process. 

Outlines Emily: "I was really impressed with the training from PracticeEvolve. Until you start any training programme, you don't know what you don't know so we were invited to ask questions throughout and to tell the team if there was anything that we specifically wanted from training.  

"The pre-implementation training went well and, once we had gone live and been using the system for two weeks, I was really impressed that PracticeEvolve were able to adapt the training programme to meet everyone's needs. It was evident that we needed more time on the accounts elements and that was accommodated without question which was great." 

“Yes. I certainly would. Obviously, all firms have different needs, but as a full service or a full PMS, we’re really very happy with it.” 

Located in Melbourne and established in 1988, KPA Lawyers has built a reputation for providing an exceptional service to its clients. An innovative law firm providing high-end quality advice and individual attention to clients in a range of legal services, its values are based on client-focused work, honesty and integrity, professionalism and accountability. 

As a firm, KPA Lawyers is stronger than ever with the teams at Land Transfer Services and LMS Lawyers joining the group to expand the services KPA Lawyers can offer to clients. From purchasing a first property, separating from a partner or embarking on a new business venture, the firm's aim is to provide an exceptional and professional service to all of its clients from start to finish.