How to make the most of your current CMS?

Thinking about upgrading your firm’s case management system (CMS)? Before jumping into a new project, it's important to see if your current system can meet your needs with some strategic tweaks. In this guide, we’ll walk you through how to make the most of your existing CMS, helping you avoid unnecessary changes and only consider a new system if it’s truly necessary.

At Hutchinson & Company, we’ve created a step-by-step approach to help firms maximise the value of their current technology before considering a replacement.

Step 1: Define the business case

Before searching for a new system, look closely at why you want to make a change. Frustrations with your current system, like inefficiencies or outdated features, can be discouraging, but frustration alone isn’t enough to justify a change.

Instead, clearly define what you need to improve. Are you aiming to streamline workflows, reduce compliance risks, or improve client service? These goals will help you decide if they can be met with your current system.

Step 2: Understand the current challenges

Once you know your objectives, the next step is understanding the specific challenges you face with your CMS. Here’s how to approach this phase:

  • Engage Your Team: Talk to employees across departments to gather insights on how they use the CMS. What issues slow them down? Are there problems affecting client service or compliance?

  • Quantify the Issues: Attach measurable impacts to these challenges. For example, how much time is lost on certain tasks? Are client service levels affected? This information helps you understand if the problems are minor inconveniences or serious inefficiencies.

The insights gathered here will help you decide if your current system can be optimised or if a replacement might be the better option.

Maximise your current CMS: Work with your provider

Armed with this information, reach out to your CMS provider to discuss potential solutions. Many case management systems have features that go unused or can be customised to address your issues without needing a full replacement. Here are some possibilities:

  • Workflow Improvements: Your current CMS may support custom workflows, automation, or integrations that could solve some of your key problems.

  • Enhanced Training: Often, inefficiencies arise from a lack of training. Providing employees with additional training can improve productivity and make the system easier to use.

  • Software Updates: Check if your provider has updates or add-ons that directly address your pain points.


When to consider a new system

If you determine that your current CMS cannot meet your firm’s needs, the information you’ve gathered will still be valuable for selecting a new system. With a clear understanding of what you need, you’ll be well-prepared to find a new system that aligns with your goals.

Our project-based approach to CMS evaluation

At Hutchinson & Company, we help firms make informed, data-driven decisions about their technology. Our structured approach helps firms decide whether to enhance their existing CMS or move forward with a new system.

Want to learn more about how to maximise the value of your existing CMS? Book a free 30 minute call and talk to Alex about your current system.

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Stick or twist: Can your existing case management system meet your needs?