[00:00]

Hey, everyone. It’s John Socha, and I’m the co-founder and CEO here at Thyme.org.

We figured we should periodically make some videos to help you understand the new features we’ve been working on to make your practice a little easier.

Specifically, this is Thyme 1.3, for whatever that numerical designation means.

I’m here to explain some of the things that have recently changed and been updated for you. But first, a prelude.

[00:25]

We’ve seen some amazing work from our member firms, and we were so excited that we wanted to share a few highlights.

We have seen some truly stunning numbers from our user base following Thyme adoption, particularly during this past quarter. Here are a few outstanding results that we picked out of a hat.

To all of our clients: thank you.

It is so thrilling to help make your practice easier to manage. It’s also exciting for us to watch you have the time of your lives while making one of the worst parts of our job—billing—at least a little more bearable.

Thank you from the bottom of our hearts.

Now, let’s jump into some proper feature highlights.

[01:00]

First, some housekeeping.

Over the last six weeks, we’ve launched a wide variety of bug fixes, stability improvements, and synchronization-hardening measures to help Thyme work better overall.

If we’ve done our job—which we think we have—most of you haven’t noticed anything different. That’s a good thing.

We’ve also cleaned up some menus, made the onboarding experience more intuitive, implemented several behind-the-scenes changes, and even launched a new Thyme.org website.

Exciting times are ahead, but none of that is terribly exciting to talk about, so let’s keep moving.

You may have noticed some brand-new tabs on your Thyme dashboard since you last heard from us.

[01:36]

I’ll start with the Targets tab.

We wanted to make progress toward targets much more visual and intuitive. This should help keep you and your team on track and allow everyone to understand where they stand throughout the month.

I know how difficult it can be to determine how much you need to bill each day using spreadsheets and clunky, unintuitive reports. Thyme is here to help with that.

When your team falls below its daily objectives on the main graph, the line turns orange. When you meet or exceed the target, the line turns green.

You can edit the monthly or annual objectives for any team member at any time.

You can also switch to the Teams tab to view the same information for different litigation groups or practice areas. This helps you identify problems at the practice-group level, rather than only at the individual level.

[02:20]

Following a similar concept, let’s move to the Billables tab.

As a firm manager, I was constantly frustrated because I never truly knew where our revenue was coming from, particularly across different teams and practice areas as the firm continued to grow.

The Billables tab provides a more detailed and granular breakdown of your firm’s revenue sources. It shows the percentage contribution of your top billers to the firm’s bottom line.

You can also review similar breakdowns at the practice-area and team levels.

We’ve tried to make every level of your firm visible so you can identify not only when a problem exists, but also where it is happening. This allows you to address the problem more effectively.

You can review revenue comparisons against the previous year, monthly revenue averages, your highest-performing practice areas, and the parts of your business contributing the most revenue.

We think this is pretty neat.

It gives you visibility into your business that Clio’s current functionality does not provide intuitively.

[03:07]

We’re especially excited about this next feature.

I present to you the ability to see the future of your law firm.

As our team at Hemmat Law grew, it became increasingly difficult for management to stay on top of customer complaints in the way we previously could.

When management wasn’t directly included in an email chain, the natural limitations and delays of communication between teams became especially apparent when responding to unhappy clients in dynamic litigation situations.

Often, by the time a complaint reached our management or customer care team, the client had already become extremely frustrated, left a negative review, or fired us.

There were many occasions when our management team thought that, had we known about a complaint even 10% sooner, we could have saved ourselves a significant amount of trouble and stress.

Solving that problem is why we created the Matters tab in Thyme.

[03:54]

The Matters tab follows your communications and monitors context-sensitive client interactions.

Whenever a client with an active matter complains, makes an accusation, disputes a bill, or raises a similar concern, an alert appears on the Matters dashboard for owners or managers to review.

From there, you can review the complaint, examine the relevant email conversation, check the wider matter’s recent activity, understand how active or sensitive the case has been, and determine the best way to approach your response.

All of this happens instantly, whether or not your management team was included in the original email conversation.

Thyme can also flag outstanding balances and payment delays as soon as your team hears about them—again, regardless of whether your management team was included in the email chain.

Once an issue has been flagged in Thyme, you can dismiss it as a non-issue or escalate it to your customer care team for further action.

[04:43]

The Matters dashboard doesn’t only identify complaints.

It also flags compliments and messages from thankful clients. This allows management to recognize opportunities to ask clients for reviews.

As an additional benefit, you’ll be able to identify your low-risk clients and your rockstar staff members.

At our practice, we understand how important it is to recognize positive feedback as well as negative feedback.

A lot probably goes right at your firm without you ever knowing about it, simply because no problems result from it.

Thyme gives you greater visibility across every level of your team. We hope it is as helpful for you as it has been for us.

[05:16]

These features are currently live, but most of them are still considered beta features.

We have many upgrades, improvements, and changes planned to make these tools more intuitive, intelligent, and better suited to your practice.

In many ways, these tools are our first minimum viable products. They are our first releases and our best initial attempts at creating something useful for your team.

However, they are not perfect yet.

To make them perfect, we need your help.

We rely on customer feedback to make rapid improvements. Please report any issues and send us any suggestions or improvements you can think of.

We read everything you submit within minutes of receiving a ticket. I can assure you that your efforts are not wasted whenever you select the Report or Suggest button on the main dashboard.

I would also be grateful to receive your feedback directly.

Please feel free to contact support@thyme.org whenever you have questions.