Katchr is “One of the best business decisions we’ve made.” Says Susan Glenholme, Managing Partner at Debenhams Ottaway.

If you don’t have time to watch the video now, here are some highlights.

Many things people want to do in terms of changing law firms are often driven by emotion. Whether you’re promoting someone or moving into a different area of law, it’s sometimes based on how people feel. What we find with Katchr is that it provides the data and knowledge needed to make informed decisions, taking away some of the emotion. When you base decisions on fact and provide a solution to the problem, it works much better.

I’m trying to change the way people think about solicitors, and part of that is that we don’t just focus on billing. So, what referrals have been passed between different teams? How have we ensured that our people think about things beyond just finances? They’re thinking about how they can work together as one team. With Katchr, we can see information that shows cross-referrals between teams and how they’ve supported each other. This means they become better partners, able to win work, do the work, supervise the work—all based on facts rather than just preference.

We have long-term clients where we’ve served the grandparents and are now looking after the grandchildren—do they rely on us for everything? That’s what being a trusted adviser is about. If we can use Katchr data to analyse this and see if they truly depend on us for all their needs, we become a better adviser and partner to them. By partnering with Katchr, we can partner more closely with our clients, providing more information and being transparent about our goals and how factual information supports that.

With Katchr’s dashboard feature, we can also review work types and identify that some teams weren’t even aware of their most profitable areas. We’re analysing this data to see, for instance, within the wills and probate team, which aspects are profitable—is it powers of attorney, wills, or probate? What’s coming in, and where should we focus our time? What’s important to us as a firm to accomplish for our clients, and who do we want to partner with?

Focusing on our people is my main priority as a business—to ensure they feel cared for, happy, rewarded, and understand it’s not just about billing. For us, a well-rounded solicitor can win work, handle cases, and mentor junior staff. We want them to have a holistic view of their roles. Being a partner means wearing different hats, which is challenging. We’re helping them understand that early on, so they can progress and learn to use the available information effectively. Katchr supports us with people data—what’s in their portfolio, how they’re managing their teams, who’s doing well, and where they could improve. This promotes team culture and a sense of belonging, which I’m passionate about. If people want to work as part of a team and feel they belong, it creates a fantastic culture.

Katchr also holds us accountable, like a personal trainer, reminding us of our commitments and progress. This accountability applies within my team as well. When we’re all rowing in the same direction, it makes the boat go faster. People want to be part of a vision they understand and feel they can contribute to. If you don’t see the direction the firm is going, it’s hard to know where you fit in. Just like a boat crew, everyone should know their role to make it move faster. Each person has different skills, and it’s important to have a clear strategy and vision. My goal as managing partner is to ensure everyone knows our direction and how we’re going to achieve it, holding everyone accountable. Occasionally, adjustments may be needed—like during the pandemic—but we all need to share the same goal.

People are forthcoming with feedback, but Katchr helps us turn problems into solutions. Everyone can identify issues, but few offer solutions. We aim to shift this perspective—acknowledging the problem but focusing on solutions, which Katchr supports. Our solicitors and team now look for solutions, not just problems. It’s easy to complain, but harder to make changes. Katchr has changed our outlook, helping us see how to improve and join a community of shared ideas. I’d love to see a legal profession that’s progressive and not stuck in the past.

For those considering Katchr, I’d say you won’t regret it. It’s the right choice to drive change. Today’s Katchr conference has focused on change—how to make it happen. With Katchr, you can set a goal and work with the team to reach it. We’ll never regret our decision to go with Katchr; it’s one of the best business decisions we’ve made.