Likelihood to Recommend 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.
Read full review 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.
Read full review Pros The full text searching feature, once implemented properly, is incredibly powerful. Integrates seamlessly with Outlook to reduce the number of pieces of software you need turning at any given time. Filing is relatively quick most of the time. Read full review 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. Read full review Cons Complicated setup. On initial installation it is cumbersome to configure on each workstation just to connect to service. Does not enforce structure. Once setting up structure, users can save outside of iManage Work and make their own files and folders under pre-configured system. Outlook is a finicky software, access to iManage Work depends on Outlook, nothing against iManage Work, but it sometimes has issues caused by the application it relies on. Read full review 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. Read full review Support Rating 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.
Read full review Alternatives Considered 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.
Read full review SharePoint did not have the functionality that livepro does. We attempted to create a knowledge hub in SharePoint but were left disappointed.
Read full review Return on Investment A bit pricey but worth it once you know how to use it. It makes any document sharing easy and seamless which is priceless. Read full review 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. Read full review ScreenShots