Meet the Team with Rob Carter - Managing Consultant

 In the next edition of our “Meet the Team” series, we speak with Rob Carter, Managing Consultant at Xperate and one of the company’s longest-standing team members. Rob shares his career journey, what his role involves today, and how client expectations around legal technology have changed over the years. He also discusses what makes a successful implementation, why communication is so important, and his advice for firms preparing to move to a new system. 

Tell us a bit about yourself and your career background.

I have been working in the legal technology space for around 17 years now, which feels slightly strange to say out loud!

Before joining Xperate, I worked with a variety of legal technology businesses, all of which Simon Hill and Mark Garnish were also involved with over the years. My career has taken me through a number of different roles, from support and training to consultancy, which has given me a broad understanding of how firms work and the challenges they face.

That variety of experience has been really valuable. It has helped me understand both the technical side of legal systems and, more importantly, the practical realities of how law firms actually use them day to day.

Why did you want to join Xperate, and what does your role involve day to day?

For me, it was all about the people.

When I joined Xperate, it was a small start-up, and it probably should have felt like a risk to leave my existing role. However, because I knew the people involved so well, I had a lot of confidence that the business could be a big success. There was a strong mix of experience, knowledge and ambition from the outset, and that made joining feel like a bit of a no-brainer.

Day to day, my role is heavily consultancy-focused. A lot of the clients I worked with previously now also work with Xperate, which has been great because there are already trusted relationships there.

No two days are ever really the same. One day, I might be helping improve a firm’s existing systems and workflows, and the next I could be supporting the production and implementation of an entirely new product.

A big part of my role is understanding the challenges clients are facing and helping them find the right solution, whether that involves improving an existing system, introducing a third-party integration, or building a bespoke application specifically for the task.

That variety is one of the things I enjoy most about working at Xperate. It is a very dynamic and diverse business, both in terms of the people and the type of work we do.

What challenges do you face in your role, and what motivates you to overcome them?

One of the biggest challenges is definitely time management.

Every client naturally wants as much time and support as possible, and balancing those expectations can be difficult, particularly in a growing business where specialist skillsets are not always easily interchangeable.

A lot of my role involves careful planning and staying organised. Active management is key when you are balancing multiple clients, different priorities, and often learning new technologies at pace.

That said, the challenge is also what keeps things interesting. I genuinely enjoy the fact that every day is different. Sometimes I need to quickly get up to speed with a new piece of technology or a completely different way of working, and I enjoy that constant learning aspect of the role.

How has client expectation around legal technology changed in recent years?

Having worked in legal technology for nearly two decades, the biggest shift I have seen is how much more open firms are to embracing technology.

I think it's fair to say that Solicitors have traditionally been quite cautious when it comes to adopting new technology and ways of working, and while that caution still exists, firms are definitely moving more quickly than they used to.

AI has probably been the biggest recent change. There is a huge interest in understanding how firms can use it effectively, and while there is still a lot to figure out, firms are increasingly keen to explore new possibilities rather than avoid them.

It is a really interesting time to be working in legal technology because everything is evolving so quickly.

What advice would you give to firms preparing for a new system implementation?

One of my biggest pieces of advice is to take ownership of the project.

The best outcomes usually come when the implementation is treated as a shared effort, with both the supplier and the client taking ownership of their part and working closely together throughout. It is also important to involve the right people internally. Different departments and specialisms should have input, but there should be clear ownership of different areas of the project.

Successful implementations are always a team effort. Firms that collaborate well internally, stay organised, and keep momentum through the project tend to get the best results.

What role does communication play in a successful implementation? 

Communication is absolutely critical.

From the very start of the project, communication ensures that we fully understand the requirements of the business and that the solution being provided will actually solve the business problem.

Good documentation is one of the biggest success factors in any implementation. Keeping track of what has been done, what still needs to happen, and why decisions have been made is incredibly important.

Equally, firms need to communicate internally about why change is happening. If people understand the purpose behind a new system or a change of processes, and the reasons for decisions being made, they are much more likely to adapt positively.

How do you unwind outside of work?

I am a massive nerd, which I fully embrace! Gaming has always been a big hobby of mine, whether that is modern PC gaming or retro consoles. One thing I particularly enjoy is restoring old Game Boys. I like taking broken ones, fixing them up, modifying them, and giving them a new lease of life. Making a 30-year-old device look and feel like new is very satisfying.

I also play badminton twice a week, including for a local league club. I really enjoy the challenge of improving and, of course, the exercise is a good way to switch off.

Outside of hobbies, most of my free time is spent being a dad to my two children, who are 11 and 9. A lot of life outside work revolves around schools, clubs, activities, and generally acting as a taxi service! We also enjoy kayaking and cycling, both of which are great exercises and a good excuse to step away from screens for a while.

Connect with Rob on LinkedIn here.