What do you like best?
I like that it is able to integrate with Legal Tracker. This allows us to keep all our matters linked, so we can keep everything in sync with each other. I also like how easy it is to use and create a legal hold. The template feature is great and makes creating legal holds so much easier and faster. All our holds can be uniform, so that no matter is missing any important information because the template is already there for us to use. I really enjoy the escalation feature as well, as this helps keep everyone accountable for acknowledging and reading the legal hold.
What do you dislike?
So far, I do not like that we are only able to have one approver on a matter. We have a two verifier minimum on our legal holds, so it would be helpful for that limit to increase. I would like to be able to send it to my next level manager, then she approve it, then be able to send off to the attorney handling the matter next for approval and issuing. Another issue we have run into, is when my attorney is being assigned the task of approving, she is unable to go into the matter and edit the legal hold. It would be nice if she were able to do so herself, instead of having to reach out to me and make the edits before issuing.
Recommendations to others considering the product:
Make sure you ask any questions or bring up any concerns you may have with the software to your account manager before the GO LIVE date, to ensure that the implementation is seamless. There is nothing worse than having a new program, when you are unsure of how it works/doesn't end up offering everything you needed. You want to make sure the program is tailored to exactly what your company needs. This will eliminate any issues arising after you begin using as your new legal hold program. Overall, we had very little hiccups with our go live because we had meeting after meeting with our account manager making sure we had everything in line. Definitely attend the training courses that Exterro provides, because they are extremely hands-on and helpful when you are just starting out. This will also alleviate any pending issues you have once you actually begin using the program. Play with the system so that you can become comfortable with the different features offered, and customize your page to make it easiest for you to navigate. There are so many different things that can be suited to your wants, that this system is well adapted to handle. We have a team of what we call "Champions", and these individuals were part of the initial integration and all of the meetings learning how Exterro worked. We now utilize them if we have any questions about the program that they can simply answer for us, so that we do not have to reach out to the support desk or our account manager for help.
What problems are you solving with the product? What benefits have you realized?
It is an easier view to see how many legal holds each custodians in involved in. It is almost integrated through our HR system, so that is extremely helpful when an associate no longer works for the company. Another problem we faced with our other platform was the lack of the accurate audit log. Exterro provides a real-time audit log of any changes that are made, and that is super helpful for us. I also really like the escalation feature, because that was a big issue with our last system. It was difficult to ensure that each custodian was acknowledging the hold. I like that Exterro automatically reissues the legal hold, and will escalate to the supervisor if the custodian has failed to acknowledge the hold.