The Quick Checklist: What to Ask Vendors About Case Management Software

UK law firms, whether handling conveyancing, family law, probate, or litigation, face mounting pressure to deliver efficient, compliant, and client-friendly services. The solution? Choosing a cloud-based case management system tailored to your practice, your team, and your goals.

But not all software is created equal.

Before you sign that contract or schedule a demo, you need to ask the right questions, ones that uncover not just what the software can do, but what it will do for your team. This guide provides a quick, comprehensive checklist of what to ask vendors when evaluating case management software in the UK legal market.

Let’s cut through the marketing jargon and get to what really matters.

1. Can we configure the system without needing a developer?

Some case management tools require custom development for even minor workflow changes. That might mean long delays and mounting costs every time your firm evolves.

What to ask:

• How easy is it to customise workflows, templates, and fields?
• Can non-technical staff make changes?
• Are there limits on how much we can configure internally?

Why it matters: Your software should grow with your firm, not lock you into a rigid structure. Look for a platform that empowers your admin team to build and refine without outside help.

2. How does your system handle client communication and updates?

Clients today expect regular updates, digital communication, and self-service options. A modern case management software should support client portals, automated messaging, and document sharing, without adding to your team’s workload.

What to ask:

• Do you offer a secure client portal?
• Can we automate milestone updates?
• How are emails and calls logged in the case file?

Why it matters: Good communication reduces inbound calls and improves satisfaction. The right system should streamline, not complicate, client care.

3. What’s included in the pricing, and what’s extra?

Many vendors advertise a low entry price, only to tack on fees for each new user, integration, or feature. Make sure you understand the full cost before committing.

What to ask:

• Is pricing per user, per case, or per feature?
• Are updates and support included in the subscription?
• Are there onboarding or data migration fees?

Why it matters: Transparent pricing allows you to budget confidently and avoid surprise invoices.

4. How do you handle data migration and onboarding?

Switching systems is daunting. The best vendors understand that and offer comprehensive migration support, from historical case data to document templates and accounting integrations.

What to ask:

• Who handles the data migration?
• How long does onboarding typically take?
• Will we have a dedicated support contact?

Why it matters: A smooth transition means less downtime, fewer errors, and a faster ROI.

5. Does the platform support integrations with other tools we use?

Your case management software should act as the hub of your legal tech stack, not an isolated silo. Ask about integrations with:

• HM Land Registry
• Search providers (e.g. TM Group, SearchFlow)
• Accounting systems (e.g. Xero, QuickBooks)
• Outlook or Gmail
• Digital ID checks
• E-signature tools

What to ask:

• What integrations are currently available?
• Are there additional costs to enable them?
• Can you build custom integrations?

Why it matters: Seamless integrations save time and reduce the risk of human error. No more double data entry.

6. How do you support digital signatures and remote onboarding?

Post-pandemic, remote work and client onboarding are here to stay. Your case management system should enable end-to-end digital transactions, without workarounds.

What to ask:

• Do you support e-signatures?
• Can clients complete ID checks digitally?
• Is the platform mobile-friendly?

Why it matters: Clients want convenience. Your system should help you deliver a modern experience without compromising on legal integrity.

7. What kind of reporting and business insights are available?

Legal practice management is as much about running a business as practising law. You need meaningful data to track performance, spot bottlenecks, and support growth.

What to ask:

• What standard reports are available?
• Can we create custom reports or dashboards?
• How can we track team performance or case timelines?

Why it matters: Data-backed decisions improve efficiency, profitability, and long-term strategy.

8. What does ongoing support and training look like?

Too often, vendors offer glowing pre-sale demos, then disappear when things go wrong. Make sure support is consistent, accessible, and tailored to UK law firms.

What to ask:

• Is support included in the subscription?
• Do we get a dedicated account manager?
• What kind of training is available (live, recorded, on-demand)?

Why it matters: Great software is only great when your team knows how to use it and can get help quickly when needed.

9. Can we trial the system with real cases or a sandbox environment?

You wouldn’t buy a house without a viewing. The same should apply to your case management software. A good vendor will let you test workflows with real-world scenarios.

What to ask:

• Can we run a sandbox account with real data?
• Is there a no-commitment trial period?
• Will you help us test key features during the demo?

Why it matters: Trying before buying ensures the system actually fits your needs, not just the vendor’s sales pitch.

10. How does the software scale with our firm?

Whether you’re a two-person conveyancing team or a multi-branch legal practice, your needs will change. Your software should adapt without disruption.

What to ask:

• Is there a limit on users, cases, or storage?
• Can we add new teams or departments easily?
• Do you offer multi-office support?

Why it matters: Your investment should support your firm long-term, not just today’s version of it.

11. What makes your system different from other UK providers?

This is the kicker. Force vendors to articulate their unique value not just features but ethos, support, and long-term commitment to your success.

What to ask:

• What do your current clients love about the platform?
• How often do you release updates or new features?
• Can we speak to another UK firm using your system?

Why it matters: If a vendor can’t clearly explain why they’re different, they probably aren’t.

At the end of the day, choosing case management software isn’t about ticking boxes. It’s about investing in a platform, and a team, that will evolve with your firm, respond to your needs, and help you deliver the kind of legal service your clients expect in 2025 and beyond.

A quick checklist like this can save you hours of demos, dozens of emails, and the pain of buyer’s remorse. Start every conversation with these questions, and you’ll be equipped to cut through the fluff and find a cloud-based case management system that actually works for your practice.