Switching legal software
How to switch case management systems with control and confidence
Switching case management systems affects your data, live matters, workflows, reporting, team habits and client communication. Treat it as an operational project, not just a software purchase.
A successful switch needs clear stages, clear ownership and the right support around your firm. The goal is not to pretend the move is effortless. The goal is to plan it properly, reduce unnecessary disruption and make sure everyone knows what needs to happen, when it needs to happen and who is responsible.
Why firms decide to switch
Most firms don’t start looking for a new case management system on a whim. The decision usually builds over time as everyday frustrations start to affect efficiency, client service, and confidence in the system.
Common reasons include:
Weak support
Slow response times, unresolved issues and limited help after go-live leave firms stuck with a system they cannot rely on.
Disconnected tools
When integrations are weak, staff duplicate work across systems, rely on workarounds and piece information together manually.
Outdated setup
Older or on-premise systems can make remote access, maintenance, flexibility and security harder to manage.
Poor process fit
Some systems force teams into rigid ways of working that no longer reflect how the firm wants to run matters.
Pricing frustration
Unexpected price rises, inflexible terms, paid add-ons and new features released at extra cost can all push a firm to reassess its options.
Client expectations
Clients increasingly expect clearer updates, easier document sharing and more convenient ways to communicate and collaborate.
If these issues are recurring, start planning the move before the system becomes a bigger operational risk.
The controlled 6-stage switching plan
A structured switch protects day-to-day work and gives the new system a better chance of succeeding. Use these stages to keep the project focused.
Stage 1: Have a focused demo
Use the demo to test how the system would handle your real work, not a generic process.
Bring examples of the matter types, workflows, forms, templates, reports, integrations and client communication your team relies on. Ask to see how the platform would support your current processes and where it could improve them.
The demo should help you answer three questions:
Can this system support the way our firm works?
What would need to be configured before go-live?
What support will we receive during the switch?
Stage 2: Speak to your current provider
Before you commit to a timeline, confirm what your current provider needs from you and what they will provide back.
Check renewal dates, notice periods, data export options, export formats, costs, support during notice and access to historic information after you leave. Get the key points confirmed in writing so there is no confusion later.
This is also the stage where you should ask how your data will be exported, what can and cannot be exported, and how long the export will take.
Stage 3: Decide what needs to move
Do not assume everything has to be migrated in the same way.
Decide what will happen to live matters, closed matters, contacts, documents, notes, emails, tasks, audit history, financial information, templates and reports. Each data set needs a clear decision: migrate it, archive it, retain read-only access to it, or recreate it in the new system.
This stage should also define whether you move all at once or take a phased approach.
Stage 4: Configure the new system around the agreed process
Once the scope is clear, the new system should be configured around the way the firm needs to work.
That may include workflows, matter stages, task lists, templates, online forms, permissions, client portal settings, integrations, automations, reporting and training materials.
The aim is to give staff a working system that reflects the agreed process before they are expected to use it live.
Stage 5: Train the team and test real scenarios
Training should happen before go-live and should be based on the work staff actually do.
Use real examples: opening a matter, sending documents, updating clients, completing tasks, using integrations, managing exceptions and reporting on progress. Nominate internal super users who can help colleagues and keep feedback moving during the rollout.
Test the process before launch so issues can be resolved while there is still time to act.
Stage 6: Go live, support users and refine
Go live in a controlled way, with support available as staff begin using the system.
Track questions, prioritise issues and make refinements as the team settles in. A good switch does not end the day the system goes live. It continues through early use, feedback and adjustment.
Start with conveyancing
If moving the whole firm at once feels too disruptive, start with one high-volume department first.
A Conveyancing-first rollout gives your firm a controlled way to:
Prove the value of better case management in one process-led team
Improve visibility, client updates, tasks, documents, searches and reporting
Build confidence before rolling InTouch out across other departments
Use what you learn in Conveyancing to shape the next stage of firm-wide change
Explore the Conveyancing-first approach >
Managing the changeover between providers
The crossover between your current provider and your new one can make or break the switch. Clear timings, ownership and escalation routes reduce delays, confusion and unnecessary disruption.
Contract timing and notice
Check renewal dates, notice periods and any changes in service once notice is given. Time the switch so you do not pay for more overlap than necessary, but also do not lose access too early.
Data export
Agree early how your data will be exported, what format it will be supplied in, what the export includes and whether any fees apply.
Historic data access
If you are not moving everything, decide how the firm will access older matters and documents after go-live.
Live matter cut-off
Set a clear rule for which matters move into the new system and which stay in the old one. Avoid leaving teams to make case-by-case decisions without guidance.
Third-party integrations
Review connected tools early. Decide which integrations need to be ready at go-live, which can follow later and which are no longer needed.
Ownership and escalation
Give every task a named owner. Give every issue a clear escalation route. That keeps decisions moving and avoids the firm being stuck between two providers.
Issue management
Keep a shared issue log during the changeover. Record the issue, owner, priority, next action and target resolution. This creates accountability and prevents important details being lost in email threads.
Questions to ask your current software provider before you switch
Your current provider controls the export and access to your existing system, so these questions should be asked early.
What data can we export?
Confirm whether the export includes matters, contacts, documents, emails, notes, tasks, milestones, custom fields, audit history, financial data and user information.
What data cannot be exported?
Identify any information that cannot be moved, or that can only be exported in a limited format.
What format will the export be provided in?
Ask whether the data will be supplied as CSV, XML, SQL backup, document folders, zipped files or another format.
How will documents and emails be handled?
Check whether documents, email attachments and correspondence will retain their folder structure, naming conventions, dates and matter references.
How long will the export take?
Get a realistic timeline and find out what your firm needs to provide before the export can begin.
What checks will be completed before the export is released?
Ask how the provider checks the export, how missing data is handled and whether you will receive any export report.
Are there fees for exporting data or keeping read-only access?
Confirm all costs in writing, including export fees, archive access, read-only licences and any support charges.
What support will we receive after notice is given?
Some providers reduce support after notice. Confirm what help will remain available until the switch is complete.
Questions to ask your new software provider before you switch
A good demo is one thing. A controlled switch is another. Before you commit, ask practical questions that show how the move would work in your firm.
How will you assess our current setup?
Ask how they will understand your matter types, workflows, templates, integrations, reporting needs and client communication process before configuration begins.
How will exported data be checked and imported?
Once your current provider supplies the export, ask how the new provider will review it, import it, flag issues and support your team with checking the results.
What onboarding, setup and training is included?
Confirm who will help with workflows, templates, forms, permissions, client portal setup, integrations and staff training.
Which integrations are ready now?
Be clear on what connects out of the box, what relies on API or webhooks and what may need extra work or a later phase.
What support is available before, during and after go-live?
Ask what support is included during implementation, what happens on go-live day and how ongoing questions will be handled once staff are using the system.
How do you manage security and compliance?
Ask about hosting, access controls, permissions, audit trails, backups, encryption, testing and business continuity.
Are pricing, contract terms and exit terms clear?
Confirm what is included, what costs extra, how long the commitment is, what notice is required and what happens if you ever need to leave.
Why switching is more controlled with InTouch
InTouch is built for law firms that need a practical route from disconnected or restrictive systems into one connected case management platform.
The platform supports multi-practice case management, configurable workflows, client portals, online forms, e-signatures, reporting, integrations and secure cloud access.
Hands-on support
Switching systems raises practical questions. InTouch works closely with firms during onboarding, setup and training so your team has support around the move, not just access to software.
Clear pricing
InTouch publishes transparent per-user plans, helping firms understand what is included before they commit.
Better client experience
The Client Portal and mobile app help clients and stakeholders view updates, complete forms, access documents and stay informed without relying on repeated calls and emails.
Flexible workflows
Build stages, tasks, templates, reminders and processes around the way your firm handles different matter types.
Smarter integrations
InTouch connects with tools including Microsoft Word, Outlook, Xero, tmGroup, InfoTrack and Thirdfort, with API and webhooks available for wider automation and integration work.
Built-in security
InTouch is hosted on Microsoft Azure and references security features including ISO 27001 aligned data centres, encryption, permission controls, audit trails, 2FA, cloud storage and backups.
Proof that a switch can pay off
A successful switch is easier to picture when you can see it in practice. InTouch customer stories show how firms have moved away from slow, disconnected or restrictive systems and created more efficient ways to work.
Pinnacle Law
[Add short clip from Pinnacle video]
Evolve Law
Evolve moved away from a slow and difficult system. After switching to InTouch, the firm reported a clear reduction in calls and emails, less re-keying through integrations and lower monthly costs compared with its previous setup.
MOV8 Real Estate
MOV8 wanted a modern, cloud-based platform with strong integrations, APIs and webhooks. After moving to InTouch, the firm reported faster quoting, less manual data capture, better reporting and a clearer single source of truth.
FAQs for InTouch Switches
Do we need to move everything at once?
No. Many firms move in stages, either by department, matter type or process. The important thing is to agree the scope before the project starts, so everyone knows what is moving and what is staying where.
What happens to live matters?
Live matters need a clear plan. Decide which matters will move into the new system, which will remain in the old system, and what cut-off date the firm will use.
What data should we plan for?
Plan for matters, contacts, documents, emails, notes, tasks, templates, reports, financial information and historic records. Not all data needs to be handled in the same way, so decide what should be migrated, archived or kept in read-only access.
How long does switching take?
It depends on the size of the firm, the amount of data, the level of configuration and the number of teams involved. A focused rollout for one department is usually easier to plan than a full firm-wide move.
Should we run both systems at the same time?
Some firms run both systems for a short period while data, workflows and access are checked. This can reduce risk, but it needs clear rules so staff know which system to use and when.
How do we reduce disruption for staff?
Give staff clear timelines, practical training and a chance to test real scenarios before go-live. It also helps to nominate internal super users who can answer questions and gather feedback.
What should we ask our current provider before switching?
Ask about notice periods, renewal dates, data export formats, export costs, timescales and access to historic data. Get the key details confirmed in writing before setting your go-live date.
What happens after go-live?
The first few weeks should be used to support users, track issues and refine the setup. A successful switch continues after launch, as the firm learns what needs adjusting in day-to-day use.