AbacusLaw by CARET vs. Thomson Reuters Firm Central

My understanding is AbacusLaw was bought out by CARET and now pushing their cloud based CMS. Support has always sucked with AbacusLaw. Again, our latest 10+ issues has been going on since 2/13/2023 and it is now 5/18/2023. Abacus STILL does not know how to fix our issues!!! For $60/month per user, you think they would have better support. I have in the process of canceling our contract for breach of contract due to support and the issues for the last 3 months and going with a new CMS. However, the partners of the firm want to stick with a self-hosted (stand alone) CMS, and they are few and far between anymore.

ease of use is a plus but client secure portal alerts need to be made more clearly so that communication flows both ways without delay

Incentivized

• Security
• Organization
• Easy to use

Incentivized

• Time tracking.
• Billing.
• Easy access to Westlaw.

Incentivized

• SUPPORT STINKS - As of today we have been having issues for OVER 3 MONTHS, but Abacus now only has ONE Tier II tech, and ONE Tier III tech and neither one have figured out our problem or fixed it!
• Having a lot of issues since day one
• We have a self-hosted version and are not on the cloud and the updates usually bring other issues. They don't know the term "if its not broke don't fix it."

• ease of portal access
• form bank being easier to modify
• integrations with other programs

Incentivized

The support is generally good and relatively quick BUT when there is a new product or something they want you to buy, I have felt a bit harassed at that point by sales but when I have an issue I don't feel like support jumps on it as quick.

Incentivized

I have not had to use support

Incentivized

I did not evaluate MyCase when we selected AbacusLaw. I did not select AbacusLaw and was not involved at that time in the decision. I am evaluating MyCase NOW to REPLACE AbacusLaw.

we actually switched to Clio for better document management and overall billing and accounting features which have worked out very well

Incentivized

• We have been using Abacus (and previously Amicus) for so long it is hard to tell.

Incentivized

• Tracking time was positive.
• Cost us money to switch document management systems.
• Loss of time/work product with document management functions.

Incentivized