In the latest episode of the Attune Up! podcast, I delved into the unforeseen challenges we faced when Mattero, the legal practice management software we relied on, was unexpectedly shut down. You can listen to the full episode here:

This experience taught me valuable lessons about the intricacies of software dependencies and the importance of flexibility in technological solutions. Below are the key takeaways from this journey:

The Uncertainty of Software Reliability

Software companies, like any other business, can shut down unexpectedly. This reality hit home when Mattero, a system I depended on for document and matter management, was purchased by a competitor and eventually discontinued. This underscores the importance of being prepared for sudden changes in the software landscape and having contingency plans in place.

The Frustrating Hunt for Replacements

Finding a suitable replacement for discontinued software can be a long and arduous process. In my quest to replace Mattero, I assessed or trialled about 30 different practice management systems, each offering a unique mix of features and limitations. This search consumed significant time and resources, highlighting the need for patience and persistence when seeking new solutions.

Custom Solutions: A Viable Alternative

While off-the-shelf software can be convenient, custom solutions often prove more effective in meeting specific business needs. After much trial and error, I settled on a custom build of Zoho CRM, tailored to integrate seamlessly with SharePoint. This personalized approach allowed us to address our unique requirements better than any pre-packaged software were able to find.

The Transformative Nature of Asset Ownership

The purpose of an asset can change fundamentally with a shift in ownership. Mattero’s acquisition by Action Step serves as a reminder that the strategic intentions of new owners can significantly alter the utility and direction of a product. In this case, the acquisition resulted in the discontinuation of a beloved system, illustrating how asset transfers can impact end-users.

Productivity Losses from Asset Transfers

The transition away from Mattero led to substantial productivity losses as I dedicated countless hours to evaluating alternatives. This experience highlights the hidden costs associated with asset transfers, emphasizing the need for businesses to anticipate and mitigate these disruptions proactively.

Understanding Asset Nature: A Business Imperative

Recognizing the multifaceted nature of assets is crucial for businesses. As seen with Mattero, an asset’s value and function can shift dramatically based on ownership and strategic objectives. Businesses must remain vigilant and adaptable to navigate these changes effectively.

Decline in Service Quality Post-Ownership Change

Service quality can suffer significantly after a change in ownership. The shutdown of Mattero and the lack of integration of its best features into Action Step demonstrate how new ownership can sometimes lead to a decline in the overall user experience.

Building Systems for Unique Business Needs

Creating a system tailored to your business’s unique needs is essential. Our custom Zoho CRM solution, developed after extensive trials, exemplifies how bespoke systems can align more closely with business operations, providing greater efficiency and satisfaction.

The Risks of Software Dependency

My experience with Mattero underscores the risks associated with relying heavily on any single piece of software. Businesses should diversify their technological dependencies to avoid being caught off guard by sudden shutdowns or strategic shifts.

The Importance of Feedback and Communication

Throughout the transition, maintaining open lines of feedback and communication with internal staff, external software developers and support teams was vital. Engaging with these stakeholders enabled us to fine-tune our solutions and ensure that the end product did not cause issues for our staff.

The journey from Mattero to a custom Zoho CRM solution was fraught with challenges but ultimately led to a more tailored and effective system. By understanding the inherent risks and opportunities in software transitions, businesses can better prepare for the unexpected and build systems that truly meet their needs.

This article also appears on LinkedIn.

Feel free to contact me If you would like to discuss similar issues you may be facing. I’m always happy to chat about business challenges that are wider than legal in scope.