The Institute of Legal Cashiers & Administrators (ILCA) has just announced the winners of its 2009 survey on how highly do legal accounts software users rate their suppliers. The winner this year was Solicitors Own Software (SOS) with their Connect product – and, knowing the company and its services, we believe this to be a genuine and well deserved recognition. But, looking at the rest of the field, we can only repeat the comments we made last year, namely that the
appearance of some of the vendors in this list is, to say the least, bizarre.
Of course it would be crass to suggest some vendors
may have actively campaigned to turn out good marks in their favour –
as has been a problem with some other legal IT industry awards and
surveys in the past. However, we are sad the ILCA has not tackled the issue of the lack of an objective level playing field as to what constitutes a
good quality of service. Vendors of modern full-blown multi-user practice
& financial management systems with more demanding law firm sites
are required to provide a far higher quality of service (including
out-of-hours support) than vendors with smaller, less ambitious users
just running single user accounts packages that have barely evolved beyond the green screen era. And, how do you balance the respective merits of a
vendors with hundreds of user sites with a vendor with just a few dozen
To put it bluntly, these survey results suggest that apparently the users of some systems are pretty damned ecstatic to receive even crap service. Sorry ILCA but you've blown it, the credibility issue we identified last year has not been addressed.