There are four basic functions of a CMS. It depends on the type of legal application as to which function is most important. For example, process automation is essential for high-volume low-value case types, however, in a low-volume, highly specialised legal application, information retrieval and client collaboration may be key. Each of these four areas will see significant development over the next generations of case management software. These are:
Process automation: Process automation is the origin of CMS and sometimes this is still seen as the primary focus. Over the past few years, the ability of CMS to support the development of highly tailored and flexible case paths has increased significantly. However, to do this they have become more and more complex and require more resource and IT ability to develop. The challenge to CMS suppliers is to retain this functionality and flexibility but make it easier to deliver. The increasing use of ‘visual’ development tools is one road to improvement, but the ultimate goal must be to develop a ‘learning’ CMS, which the end-user ‘trains’ to carry out the legal process.
