Proven Service & Support

The Centerbase Experience.

The Centerbase Experience is the sum of everything we do to move your firm onto Centerbase and keep it running with confidence.

Step 01.

We Learn Your Firm

And, that process starts well before go-live. We map your workflows, your pain points, and your goals, so nothing gets missed and nothing is assumed. Then we show you how Centerbase solves for your firm's specific needs.

When the project kicks off, we will already understand your billing, your accounting structure, your integrations, and your history requirements.

What's included:

Discovery built around your firm:
We map your workflows, pain points, and goals.
Tailored configuration planning:
We demonstrate how Centerbase solves your firm's specific needs.
A clear, scoped plan:
Migration, configuration, and defined timeline, so everyone is aligned with clear expectations and milestones.
The right onboarding tier:
Quick Start, Standard, or Enterprise, matched to your history and complexity.

Step 02.

Implementation

Your firm receives a project team along with a dedicated Implementation Project Manager who runs point from contract signature through go-live. The Implementation Project Manager owns your timeline and configuration. Our focus is simple: make you the hero of this change.

We configure Centerbase around how your firm works: bill templates, reports, workflows, then confirmed through user acceptance testing before anything goes live.

What's included:

Dedicated implementation project manager:
A single, named owner for your onboarding.
An expert project team:
Business consultant, data migration specialist and trainer aligned to your firm.
Configured to your firm:
Bill templates, reports, and workflows built around your practice.
User acceptance testing:
You confirm the system does what your firm needs before go-live.
A structured, phased plan:
A clear path through foundation, testing and training, and go-live.

Data Migration

We strive to ensure your history comes with you. Accurate and validated.

Migration is the hardest, most differentiated part of any implementation, so we take pride in our deep expertise and established, proven process. Switching systems should not mean leaving all of your firm's financial history behind. We move your practice management, billing, trust, and accounting data into Centerbase and check it's right before you ever go live.

Our AI-powered data validation tool runs more than 200 automated checks against your data before migration. It flags gaps, duplicates, and inconsistencies, then hands your firm clear error/audit reports so cleanup is targeted and precise. You validate the financial accuracy of a test migration before we replicate it for go-live.

Dedicated implementation project manager:
A single, named owner for your onboarding.
An expert project team:
Business consultant, data migration specialist and trainer aligned to your firm.
Configured to your firm:
Bill templates, reports, and workflows built around your practice.
User acceptance testing:
You confirm the system does what your firm needs before go-live.
A structured, phased plan:
A clear path through foundation, testing and training, and go-live.

Step 03.

Onboarding & Training

We build training around your roles and your data, so people learn on the system they'll use, with the records they recognize.

Our trainers lead live sessions across practice management, billing, accounting, and security. Self-paced courses in our Learning Management System, recorded sessions, and the Customer Experience Portal keep learning going.

What's included:

Experienced trainer:
Live, role-based training for admins and end users.
Training on your data:
Sessions run against your migrated records, so learning transfers directly to daily work.
Optional on-site training:
Our experts will come on site to work with your firm.
Learning Management System:
Self-paced courses your team can take anytime, at their own speed.
Recordings and notes:
Every session captured for continued self-directed learning and new hires.
Customer Experience Portal:
On-demand support articles, webinars, and e-learning in one place.

Step 04.

Hypercare

The first weeks after go-live matter. A lot. Hypercare is a dedicated period of concentrated support when your firm needs it most, guiding you through your additional live billing cycles with your onboarding team still beside you.

Your trainer and project team stay engaged through your first round of bills. Hypercare engages with live check-in calls and assistance through your second and third rounds – ensuring you're comfortable and confident.

What's included:

Guided rounds of billing with live Q&A:
Hypercare extends hands-on support through your second and third live billing cycles.
Post go-live concierge care:
Tailored sessions after go-live.
Structured post go-live milestones:
Check-ins designed to assess how it's going.

Step 05.

Ongoing Support

Centerbase Support is here to help. Get your questions answered quickly to keep your firm moving.

Our support is comprised of technical system experts who know our platform and mid-sized law firms. Plus, we offer our AI Assist for instant answers to some of the most frequently asked how-to questions and system guidance. Our Customer Experience Portal also houses a robust library of self-help guides and tools.

Live experts, AI Assist, and a portal that never closes mean your firm always has a fast way to get answers and keep working.

What's included:

Live technical support:
A team of system experts by phone and email, 7 AM to 7 PM Central, Monday to Friday.
AI Assist:
Instant answers to common questions without waiting in a queue.
Customer Experience Portal:
Track your cases, access e-learning and webinars, available around the clock.
Regular trainings:
Ongoing webinars and sessions on features, new functionality, and special topics.

Step 06.

Your Continued Success

A dedicated Customer Success Manager becomes your main point of contact, focused on helping you get more value from Centerbase as your firm changes and grows. They advocate for your needs, surface functionality you may not be using yet, and partner with you on regular Executive Business Reviews to discuss your firm and the Centerbase platform.

Beyond your advisor, your firm gains access to a wealth of resources and programs built to keep you ahead: release previews so you see what is coming, product betas you can help shape, and advisory boards where your voice guides where Centerbase goes next.

Also experience our Front & Center Tours, a hybrid of 1:1 executive business reviews and regional city meet-ups! These are great opportunities for face time with our team to review your account in depth.

A dedicated Customer Success Manager, backed by previews, betas, advisory boards and in-person events mean we own your firm's long-term outcomes and give you a hand in where Centerbase goes next.

What's included:

Dedicated customer success manager:
A named advisor and main point of contact after go-live.
Executive business reviews:
Regular sessions on your firm's goals, adoption, and a review of our innovative roadmap.
Ongoing enablement resources:
A wealth of programs, e-learning, and webinars to keep your team growing.
Release previews:
Early looks at what is coming, so your firm is ready before it ships.
Product betas:
Hands-on access to new features before general release.
Optional advisory board:
A seat at the table to help guide where the product goes next.

The Foundation

Expertise. It's in our DNA.
We focus only on midsize firms and we're really good at it.

Expertise is not a step in the process. It is the foundation our proven onboarding and ongoing support is built on. Our team is comprised of experts at every step: migration specialists, implementation managers, trainers, and success managers who know legal operations, and specifically midsize firms.

This is a team that has migrated firms off a wide range of legacy systems, configured Centerbase for practices of every shape, and supported firms through go-live many times over.

Strong professional team: Experienced specialists who have run this process many times. We've got this!
Legal industry experience: People who understand trust accounting, LEDES, matter-based billing, and how law firms actually work.
Proven migration track record: We have deep experience in moving firms off a wide range of legacy practice management and accounting systems.
One connected team: Migration, implementation, training, and support working from the same plan for your firm.