Vendor Oversimplification: Why “Off-the-Shelf” Often Falls Short
When law firms or professional services invest in new technology, it’s often in response to a pressing problem. The promise of a ready-made solution that will solve everything “out of the box” can be compelling. But in many cases, this promise is misleading—and costly.
The Risk of Oversimplification
Marketing materials and sales presentations frequently oversimplify what a system can do. They focus on clean dashboards, generic features, and high-level promises—without truly addressing how the solution will perform within your real-world environment.
In reality, most systems require specific configuration to meet unique business needs. Without this, firms often find themselves two years down the line, still paying for software that doesn’t deliver the value they expected.
Case in Point: A Common Scenario
A long-standing firm recently invested in a solution sold to them as a fix for a complex operational issue. Over time, it became clear the system wasn’t meeting their key outcomes. A detailed review—including historical communication, a checklist of system capabilities, and firm-specific goals—revealed that the solution had been underconfigured from the start.
In a meeting with the vendor’s technical team, the discussion initially centred on features and visuals. But when the focus shifted to business outcomes and real use cases, it became clear: the system hadn’t been set up to actually deliver what was needed. Significant technical rework would be required—with doubt over whether it could truly meet their real needs.
The Lesson: Don't Rely on the Sales Deck
Selecting technology isn’t about ticking boxes on a product sheet. It’s about ensuring the system can genuinely support the way your firm works - securely, efficiently, and in a way that enhances service delivery.
To avoid similar missteps:
Don’t rely solely on demos or vendor promises.
Document your firm’s real requirements first.
Evaluate the system’s actual performance against those needs.
Involve external experts or resources if your internal capacity is limited.
Getting it Right
System selection should never be guesswork. If your internal team lacks the time, expertise or clarity of how to run a requirements-led process, it’s worth seeking independent support. A structured approach reduces risk, avoids costly misalignment, and ensures you get what you actually need - not just what’s on the vendor’s slide deck.
If you need help solving a similar issue, book your free, no obligation consultation with our Lead Consultant, Alex Hutchinson, on our contact us page today.