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User review of AbacusLaw

Poor customer service and over-billing for outdated program

- by Susan Duke

USER SATISFACTION

RECOMMENDATION
1 out of 7
Never
COST EFFICENCY
1out of 7
Awful
OVERALL IMPRESSION
1out of 5
very poor
EASE OF USE
3out of 5
ok
CUSTOMER SUPPORT
1out of 5
very poor

PROS & CONS

What are the best aspects of this product?

Client database and billing integration; not much good to say about this outdated program

What aspects are problematic or could work better?

The price is far higher than similar products, the product is technologically behind (despite promises when I signed up for the product over two years ago that they had a demo and would have a final product any day now of a fully functional app for calendar integration, they still do not, and their calendar has many glitches syncing with Outlook, the only way to sync their calendar to a phone), and their treatment of customers is DEPLORABLE. For instance, I paid to upgrade to a feature which they said would remove a problem I was experiencing with their program, and when it did not fix the problem, they refused to downgrade my monthly subscription to my prior price/ service or refund my fees. They also told me I needed another license when I took on another employee, then when I discovered I was already paying for enough licenses, refused to downgrade me back to the correct number so I continue to overpay for multiple uses I do not need. I pay almost $700 per month as a solo practitioner now for a subpar product. Stay away from this company!!!

What features/services would you like to see in future versions of this product?

Realistic pricing, app/ calendar integration for smart phones

What specific problems in your company were solved by this product?

None- created more problems

Are you a current user of this product?

Yes

USER DETAILS

How long have you been using this product?

3-5 years

COMPANY DETAILS

What is your company size?

1-10 Employees

What is your industry?

Legal Services

USAGE & IMPLEMENTATION

How did your company implement this product?

in the cloud

How long did it take to set up this product?

more than 1 month

How many people in your company actively use this product?

all employees

What is the primary use of this product in your company?

mostly B2B

EFFECT ON BUSINESS GOALS:

How did using this product affect your business goals?

  • It linked all notes, contacts, tasks, and calendar additions to particular cases and matters.

PRICING & COSTS

What was the cost of implementing this product?

$2500

What is your total annual cost for using this product?

$8160

Did you get any discount for this product? How much?

no

FEATURE DETAILS

Finances

Accounting
2
mediocre
Time tracking (for billing)
3
ok

Administration

Case management
3
ok
Document management
2
mediocre
Document assembly
2
mediocre
Contact management
3
ok
Docket management
2
mediocre
Client management
3
ok
Matter management
3
ok

For Decision Making

Reporting
2
mediocre
Dashboards
2
mediocre
Analytics
2
mediocre

Productivity Tools

Calendaring
3
ok
Mobile apps
1
very poor
Search and find
1
very poor