Actionstep Reviews 6

Does not work for large files. Does not work for document management. Does not accurately bill time if per minute recording is required - it calculates incorrectly. Limited functioning of 'preview' meaning you have to repeatedly download documents in multiple tabs. Tedious to add accurate dates to documents. Dates always off by one day. Poor customer service reporting problems. Avoid.

Used to be cost effective and for that you put up with the poor functionality and customer service. Significant cost increases year on year and now unethical charging practices, have just been alerted that they have processed an invoice they know to be incorrect and higher than what was promised during a dispute resolution process. Avoid!

I have been using Actionstep since 2016, the system not just getting worse with many bugs without technical support, but also became so expensive (around n$550.00 per month per user). When we have to leave Actionstep, the nasty bits were the data transfer. The trust account data can not be transferred. Actionstep gave us no grace period for data transfer which means as soon as your subscription ends, you are completely out of reach to your data. As we have reporting obligations for general and statutory trust accounts annually, we just can not access the trust data once you are out.

Updated 2/2/25; Company is working on issues. They are still lacking in testing “fixes” prior to release but in reality, even with all their flaws, the system is still the best option out there. They apparently had a staffing issue that affected things. We are still trying to be patient dealing with “breaks” that occur with their “updates” but it has gotten a bit more stable.
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A very long time ago this used to be a great system. We have been with Actionstep for almost 10 years. Over the years, we have seen numerous "updates" to their system. Like clockwork, each update they integrate breaks something that "used" to work. As a result, each update degrades the system and the breaks never get resolved. We have set up numerous workarounds as we invested so much money in getting the system set up but we are now at a place where the system just does not function as it should. We constantly get errors moving within the system itself and there is ZERO support. When something breaks, you regularly get a response like "We acknowledge the problem and have added it to our development queue. However, due to lower usage of this integration, a fix is unlikely to be implemented in the near future." What company continues to break the way its system works and then does absolutely nothing about it? I would strongly recommend that you steer clear of this company and its case management system. They need new leadership, a better development strategy, and need to redesign their customer service. I was shocked to reach out to one of the private Actionstep consultants only to be informed that many of their customers are now seeking out alternate solutions because of the ongoing technical issues with the Actionstep product, the non-existent support and the company's complete disregard when they break things that used to work.

We started using Actionstep in 2019 but we quickly realised that it was not suitable for small law firms. The only real attraction for using Actionstep was it used to be cheap but that is no longer the case. We moved software in late 2021 but left a single licence to access historical records. The cost for customisation is expensive through third parties, it has terrible integration regarding document storage, and we were not satisfied with its functionality regarding trust. It was an inferior product and it took less than two years to make the jump to something better. The cost of licences has increased from the cheapest software on the market to one of the most expensive with the necessary integration to make it almost useable. I can't see what type of law firm they could be targeting. It seems entirely unsuitable for any level of law firm. Although we would have been forced to something better with our growth, the only one benefit they had was low cost, and whilst that might still seem partly true, the functionality requires costly integration and it ends up more expensive. I would not recommend this product, and regret the hassle of using it temporarily and having to change to a different provider.

Actionstep certainly has it all. Basically everything I need to run my business. There are so many features that I still feel I am only using 50% of it's power and the Actionstep team keep on releasing new stuff. I love it!