iManage Work is a document management solution formerly known as HP Worksite. iManage was divested from Hewlett-Packard in 2015 and is now an independent company, headquartered in Chicago.
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livepro
Score 9.1 out of 10
Mid-Size Companies (51-1,000 employees)
livepro headquartered in North Sydney aims to help users provide improved customer service quality and delivery through their simple knowledge management system.
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Pricing
iManage Work
livepro
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
iManage Work
livepro
Free Trial
No
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
Yes
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
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Products and plans are priced per user and only when that user accesses knowledge in that monthly period.
Legal team using this product helps the team to better access documents securely within their email app (Outlook) and the user experience to control the document is excellent and being able to make it private and isolate confidential documents during a court session is very important and iManage has met our requirements. Also, being able to access instantly from users' workstation/laptop devices is very important and iManage plugin for outlook has satisfied our Business requirements.
The great thing about livepro is you can structure your content the way that suits your organisation. livepro are there to support you in deciding what may work best for your team, it is not a one size fits all solution. The system allows you to write complex processes in a simplified view so staff can easily navigate to the solution they need. The 'rocket' knowledge object allows your processes that have a lot of variation to be written up in a simple decision tree setup, taking your staff to the right outcome every time.
Easy to use--livepro is used by our casuals (who have never used the system before) and also our more knowledgeable and experienced staff, all in the same capacity.
Positive and engaging training--before implementing livepro, we had on-the-ground training with the livepro team and they have provided us with ongoing support ever since.
Anything is possible--livepro encourages users to experiment and to create a system that is unique to their organization/department and to always think outside the box.
Proper implementation of the software is important. We have a client who also has iManage for their large in-house legal department but the implementation seems to have not been as thorough so their experience with the software has not been as positive.
Again, proper implementation is key to how powerful the software can be. For a long while our organization did not have the full-text searching implemented, and it was a game changer when we finally did it.
I understand that our implementation of iManage does not allow for multiple template matters based on different situations. So we have five default folders, but it would be nice to have a couple of templates, with different numbers and names of the subfolders depending on the situation.
Feedback module. I'm scratching for things to record in cons here. The feedback module could be improved by having further display options - being able to preview feedback without clicking into it. However, livepro have taken this feedback on board and are already looking at ways to improve.
Admin/roles. The current way to set up the roles/permissions is clunky however this is not a space you need to use often. I'm looking forward to the new and improved version that is being worked on.
It has been what our firm has always used, and overall everyone seems to be pleased with it. It is user friendly and intuitive and it doesn't appear we have any intention of changing what we use for our purposes.
To me iManage is very intuitive and user friendly. The switch from the application vs the Outlook extension was an adjustment, but it was one I made pretty easily once it happened.
We had an issue a few years ago where a plug-in of some sort which allowed the viewing of PDFs got updated and then whenever some people previewed PDFs in iManage then Outlook would crash. My outlook crashed over 20 times in a single day once. It was a pretty bad time. I know one of our information technology professionals in another office worked non-stop with iManage to get it resolved, and it seemed like they did take the issue pretty seriously.
I have viewed several other document management system software, but iManage was already installed at my company before I started working here. For us, I think this is the right solution. Companies with a smaller number of employees or smaller document collections could find some other options that might suite their needs and budget better. We definitely want an on premises solution that provides all the security, tracking, searching, and integration issues iManage offers. Many of the other solutions have adopted cloud technologies only at this point and we are not ready to consider cloud storage due for our sensitive documents at this point.
The amount of time needed in searching is reduced to few seconds and organizing the documents by case numbers has been the best ROI for our Legal team.
The Automation for index searching and AI of relating to the case numbers increases the productivity for the users within our legal team where error is minimum.
Less efforts are required to manage Permissions and granting permissions. Applying APIs for granting permissions has been automated.
livepro has improved our right first time response for our customer contact center. In the first six months of going live, our RFT response increased to the 60th percentile from 50 percent.
One source of truth--our customer service team is confident in the answers they are providing and that they can rely on the accuracy and quality of information.
Providing a superior level of customer service--as the team becomes more efficient in using the system, they are processing more calls and creating more meaningful outcomes for our customers. The teams percentage of missed (abandoned) calls has dropped from 4.26 percent to 3 percent since implementation of livepro.
