Item: Filevine
Rating: 1
Author: Verified User

Overall Satisfaction with Filevine

Use Cases and Deployment Scope

We use Filevine as our day-to-day case management software for thousands of mass tort cases. The product is used to keep the staff working on track for the advancement of cases, to manage deadlines, for reporting and work allocation, for client communication and for document management, organization and retention as the case level.

Pros and Cons

Pros

Framework of the tool functions well but requires planning and forethought for optimal set-up as it is inflexible after initial setup
Has good extra modules to solve process related operational issues but those modules all come at extra cost

Cons

In my opinion, customer service is as bad as I have ever experienced anywhere. Even the IRS is more responsive than Filevine.
In my experience, their staffing and personnel changes so frequently that even if you do find someone who is responsive they either leave the company or are reassigned.

Return on Investment

On the positive side, the case management software has allowed us to manage a very large number of cases with a small staff and feel confident that know where we are in the case management process.
On the negative side, about 40% of what we have paid Filevine since inception of the relationship has been for modules that we do not use and for which they will not let us cancel early under any circumstance. That's on us but my advice is be very cautious and ensure that you really will use the add-on modules before you purchase.

Usability

As previously stated, it's a good software if properly designed at implementation. In my opinion, just don't count on anyone ever responding to an email or a billing question.

Key Insights

Do you think Filevine delivers good value for the price?

Yes

Are you happy with Filevine's feature set?

Yes

Did Filevine live up to sales and marketing promises?

Did implementation of Filevine go as expected?

I wasn't involved with the implementation phase

Would you buy Filevine again?

Likelihood to Recommend

The case management system is actually a good tool. And it might be ideal for larger law firms where perhaps they would get better customer service if they were a larger client. For a small firm, in my experience, they make it clear that we are not valued in the least.

Comments

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Worst Customer Service Experience