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In late 2016, North Carolina law firm Cranfill, Sumner & Hartzog was short-staffed. This isn’t exactly a rare occurrence for many law firms, but when the firm’s billing director and e-billing director both left at the same time, a mini-crisis occurred. It also didn’t help that the firm’s finance team had switched to an entirely new technology platform, Thomson Reuters’ Elite 3E, about a year prior.

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