Case Management Software Adoption: Best practices

Adopting new software can be a daunting task, but it doesn’t have to be. By following a few best practices, you can ensure that the transition to the new software is smooth and successful. Here are some best practices to adopt when introducing new software to your law firm.

Research Your Options

After all, it's about fit. As noted before, the first step is really about how to find the right case management software for your law firm. Once you have the short list, you are ready to begin the adoption process. It is critical to understand the features your firm must have and the additional available options that you may want to use after you gain adoption. It's all about prioritizing your needs. This leads us to the next point.

Training

Just like finding the right option for your firm and it's unique comfort level with technology, consider how your team best 'learns'. Some people learn by doing. People need to get in there and kind of click around. Ask your software provider to give you access to a sandbox or demo option so users can just try it out without adding information to your specific account. Some providers are happy to do this. Be sure to ask.  Other people like a live training session, where they can follow along with the trainer and ask questions as they arise. There may be others who just want access to a training video series or someone to contact with questions. 

For the best outcome, give your team, or yourself, the option to access the best approach for you. Work with your chosen provider to make that an option. 

Adapt To Your Firm

Many case management software platforms offer customization, like SimpleLaw. Spend the time to customize the software to the unique needs of your firm. That includes things like document automation, workflows, automated emails, reports, and more. The best approach to this step is to add some 'sample' data. Create a new lead, client, matter, etc., and test out the process and how it feels most simple for the processes of your firm. While this process is an option in a sandbox or demo version, we recommend doing this in your own account. In that way, the provider can adjust as you proceed and you will see the updates in real-time.

Be sure to discuss the options available for customization with your provider. Be very clear about who completes these tasks, too. At SimpleLaw, we are currently offering the first 3-months free and what we refer to as 'white glove' service. That means we set up your workflows, document automation, custom settings - we have a lot available as an option - and everything else you need to get the software optimized for your firm. All are included with your normal subscription fee.

Monitor Usage

Once the software is rolled out, it’s important to monitor usage. Make sure your staff is using the software correctly and that they’re taking advantage of all the features. You can do this in several ways, again focusing on the approach that best fits your firm.

Consider adding an internal 'chat' group with whatever tool you use. People can post their questions and others can provide answers or tips. And on a weekly basis at the beginning, set up a call with the provider to answer any questions. The other option is to just email or chat with the software provider on their website with questions.  Creating a Google Doc or something similar to track questions is another option. The key here is to not be complacent. 

If your firm has someone who is excited about tech or at least a bit interested, ask them to kind of monitor adoption. Are all new matters being added to the software? Are there hiccups in the process? The best option is to follow a new lead from intake through to matter resolution and note any questions or requested updates to how the software works. 

Provide Ongoing Support

Even after the initial phase of adoption, questions may still arise. Be sure your firm has access to a responsive client support team. At SimpleLaw, we are focused on delivering truly state-of-the-art customer support. Our approach is we will handle the tech. You handle the law. Our users say our support is the example they use of how to approach service to their own clients.  We take customer support very seriously. 

Similar to how each individual best 'learns', SimpleLaw offers options for ongoing support, at no additional cost. On-demand video tutorials, online live training, emails, phone calls, or whatever our users need, we offer. 

Continued Enhancements

As the firm gets comfortable with the software, there may be new ideas that pop up. Based on our experience, this is true most of the time. Our users let us know what features they would like to see to optimize the software for their firm. We actively review these recommendations. If they make sense for more than one firm, well, we add it to our list of updates. In most cases, they are kind of 'aha' moments for us. Our users have great ideas that make sense for most law firms.

Presumably, when your firm made the initial choice for case management software you vetted the provider for ongoing updates. The trick is to make sure your firm reviews the enhancements. This kind of circles back to the ongoing support requirement. But the only way your firm will know about updates is if you monitor them and decide if they are helpful for your firm. 

By following these best practices, you can ensure that the transition to the new software is smooth and successful. We really appreciate Bar Associations and the support they provide to their members. Don't be shy about reaching out to the ABA for even more resources. If you have questions about the process or SimpleLaw, contact us at any time. We really are here to help.