Insights

AI, the case management system and the contract you signed

Every firm already runs a system, and most are part way through a contract signed before anyone in the building had used a language model. The questions that follow are practical: what the present system's interface exposes, what an assistant can and cannot reach through it, what a client's procurement questionnaire on AI will ask, and what happens on the morning the system does not come back.

These articles answer those questions plainly. They explain the difference between a case management system and a client relationship system, which firms confuse to their cost, what the assistant does inside a system the firm already runs, and what a firm should ask a supplier before it signs anything with the word intelligence in it.

Five articles, newest first. All the writing.

Padlocks fastened to a bright red wall Analysis

The contract you signed before AI arrived

A long case management contract locks in your system, not your ability to put AI to work across the caseload.

 A row of garage doors painted in blue, red, yellow and green Guide

CMS or CRM, and why your firm keeps confusing the two

The two systems do different jobs, and the difference decides where you add intelligence and whether you have to migrate to do it.

 Interlocking cogs in blue, green and red meshing together Briefing

The assistant built into your case management system, and where it stops

What the vendor assistants do well, and the line a file-scoped tool cannot cross.

 The blue and gold flag of the European Union flying beside a stone building Briefing

The AI Act, and the questionnaire your client will send

The high risk rules moved to December 2027. The duties a firm meets first did not move at all.

 A white plug lying unconnected on a yellow background Analysis

The morning the system did not come back

A firm's obligations do not pause when its case management system does, and few firms can name what falls due without it.

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