Unlocking Long-Term Efficiency: How Actionstep’s Customer Success Team Empowers Law Firms to Thrive

Efficiency isn’t a one-time achievement; it’s an ongoing journey. At Actionstep, we’re committed to helping law firms not only streamline operations but also maintain lasting improvements over time. Our Customer Success (CS) Team is the driving force behind this mission, offering personalized guidance, uncovering powerful features, and ensuring firms maximize their investment in Actionstep’s Practice Management and Legal Accounting platforms. Through proactive check-ins, in-depth resources, and continuous learning opportunities, we empower firms to refine their processes and achieve sustained success.  

Here are a few ways Actionstep’s CS Team helps firms consistently improve and enhance their operations: 

1. Ongoing check-ins & performance reviews for driving continuous improvement 

Regular check-ins with our Customer Success Managers (CSMs) ensure that firms are consistently evolving and optimizing their processes. These are not one-off meetings but ongoing opportunities for refinement, where firms can uncover untapped features and identify areas for product growth. 

For example, one of our law firm customers was primarily using Actionstep for legal case management and was unaware of the platform’s document automation features. After a CSM check-in, they automated document creation saving 30% of their manual effort and reducing human error. 

Another firm, Pragma Law, a leading boutique law firm based in Perth, Australia, was using a complicated billing system that consumed valuable staff hours. With the help from their CSM, they implemented automated billing workflows within Actionstep, saving over 10 hours per week, enabling their team to focus on those higher-value tasks.  

These ongoing check-ins result in incremental improvements that build into substantial efficiency gains over time. 

2. Unearthing hidden features for unlocking potential with expert guidance 

Actionstep offers a wide range of tools, but many law firm users may not be fully aware of all the powerful features available to them. Our CSMs go beyond technical support, they play an important role in communicating these product updates, improving efficiency, automation, and workflow customization. They also provide expert guidance, training, and support to optimize firm operations and client management, so every Actionstep customer finds value in their practice management solution.  

Here’s a glimpse into what some of our valued customers have had to say about our stellar CSM team: 

• “Aary, our CSM, keeps us on a monthly cadence where we catch up to discuss opportunities, feature requests, and product developments in general. It’s been incredibly useful and highly recommend.” – Settle Easy, an Australian law firm specializing in conveyancing for property buyers and sellers. (58 users) 

• “Josie is amazing! She’s always got new ideas for us, and we genuinely feel that she cares about both Actionstep and our business.” – Thomson Broadbent, a UK-based firm specializing in land rights and compensation services for property owners affected by infrastructure projects. (18 users) 

• “Oliver is always quick to understand our challenges. His professionalism and deep knowledge make him an asset to Actionstep, I am very happy he is Pearson Emerson’s CSM. – Pearson Emerson Family Law, a top Sydney firm specializing in complex family law matters like divorce, property settlements, and parenting arrangements. Recognized as a leading firm in Australia, their expert team includes accredited specialists and internationally recognized lawyers. (41 users) 

With regular business reviews and expert guidance, Actionstep law firm customers can uncover hidden features, and our team ensures they discover and leverage them at every step. 

3. Leveraging Actionstep’s resources: training, webinars & support 

Our commitment to continuous knowledge and improvement extends beyond one-on-one sessions. Actionstep provides a wealth of resources that empower firms to deepen their understanding of the platform and refine their processes independently, including:  

• Actionstep Academy: A self-paced learning hub that covers everything from Actionstep basics to advanced functionalities, allowing teams to develop expertise at their own pace. 

• Webinars: We host webinars regularly, including product-focused sessions that offer valuable insights on new features, best practices, and productivity hacks. For instance, after attending a webinar that detailed custom fields, one firm reduced client onboarding time by 40%. 

• Helpdesk Support: Our responsive helpdesk ensures that firms can quickly resolve issues, minimizing downtime and keeping operations running smoothly. 

These resources equip law firms with the knowledge and tools they need to optimize their use of Actionstep continuously. 

4. Streamlining operations through automation, integrations, & simplification 

Our CS Team focuses on eliminating bottlenecks, automating repetitive tasks, and integrating valuable third-party tools to law firm to create seamless, efficient workflows. 

• Automated Case Intake: Consumer Action Law, a CLC, was spending too much time manually searching for matters, documents, and contacts. As their CSM, I had the privilege to introduce them to Scout, Actionstep’s powerful AI-driven support assistant. With Scout, they now quickly locate key information about the Practice Management platform, improving efficiency and reducing time spent on manual searches.  

• Third-Party Integrations: Actionstep’s integration capabilities with key business tools saved firms’ hours per week by eliminating redundant data entry.  

Our goal is to overhaul firm workflows holistically improving efficiency across departments and freeing up staff for more strategic tasks. 

5. The big picture of transforming efficiency over time 

When viewed cumulatively, the impact of continuous improvement becomes undeniable: 

• Reduction in administrative time: Teams gain more time for high-value tasks. 

• Faster client intake: Streamlined case processing results in improved client experiences. 

• Efficient task completion: Workflow automation enhances productivity across the board. 

• Hours saved per week: Automating billing and case management processes frees up resources for more critical work.  

These measurable results demonstrate that consistent optimization, guided by CSMs and supported by Actionstep’s resources, drives long-term success and ROI.  

Actionstep is your trusted technology partner for long-term success 

Actionstep is more than just a software solution, it’s a strategic partner in your firm’s journey toward sustained efficiency and growth. The people behind the Actionstep name want to see your law firm’s success using Actionstep, and in the legal industry. For firms with 20+ users, our Customer Success Team provides dedicated support to streamline operations, reduce errors, and enhance client satisfaction. All firms get access to our valuable Support team. 

With regular check-ins, expert guidance, and access to exclusive resources, we ensure your firm is making the most of Actionstep’s powerful capabilities. Our wealth of learning resources empowers your team to work smarter, adapt to new challenges, and continuously improve. 

When you grow, we grow with you—helping your firm thrive every step of the way. 

Ready to build your firm advantage with Actionstep? Book a demo to learn more about our practice management platform.  

Already a customer? Explore our Help Center for more Actionstep-specific resources. 

Jordan Crabb resides in Denver Colorado with his amazing wife, adorable daughter, and spoiled dog. He finds himself getting outdoors as much as possible when he is not helping manage Actionstep customers’ success.