LALIVE systems change case study
LALIVE replaced their legacy Practice Management Systems across the firm.
Case Details
Company: LALIVE is an international law firm with offices in Geneva, Zurich and London.
Product: PMS
Training service: Systems Change
Format: Online Training, Quick Reference Guides, Videos, End User Training, Go-Live Support
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Overview
iTrain were engaged by LALIVE to deliver firmwide communications, create support materials, deliver and develop training and provide support for this business-critical rollout to all offices. Due to the global pandemic, the rollout was conducted remotely with training and support delivered online by iTrain.
The Challenge
iTrain designed and implemented a communications strategy to provide pre-go-live updates to explain how the PMS rollout would impact the firm – a key aspect of change management. It was designed to engage, generate excitement but also manage expectations.
Resource materials to support users designed by iTrain, consisted of Quick Reference Guides and ‘How To’ Videos for all areas of the new PMS.
- iTrain provided online training and support to over 150 LALIVE staff. The online training eased those scheduling challenges inherent with face-to-face training across multiple locations and helped provided flexibility for users when selecting sessions to accommodate schedules.
- Initially groups of up to 15 were trained with sessions being no longer than 45 minutes and focused on the day one essentials users needed.
- The day before go-live, training included a 20-minute recap to ensure users were prepared and would be able to continue working as normal from day one on the new system.
- After go-live further online training was delivered. This covered other system applications not seen in the initial training. Training was scheduled to coincide with the go-live of other applications within LALIVE’s system.
iTrain provided online support to all LALIVE users for five weeks following the implementation of the system, where users continued to build on learning, were able to address any knowledge gaps and have accessible point of need support, when needed.
The Results
The new PMS was successfully rolled out across the business and has been adopted extremely well. The training services were delivered on time and utilised iTrain’s expertise in online delivery techniques and training support once live.
iTrain’s training sessions and ongoing support enabled users to feel confident with their new technology. They were able to practice their new knowledge before another element of the system was trained. Online training allowed for shorter sessions, greater scheduling flexibility and increased knowledge retention due to more manageable levels of content.
Feedback from the training has been very positive, and LALIVE have engaged iTrain Legal on an ongoing basis to deliver PMS training to all new employees joining the firm.
Customer Reviews of the Case
“We selected iTrain for their experience in delivering complex legal technology and process training in a way that made it easily digestible and practical to apply. Our practice management software is business-critical, and we had to ensure that our people were able to use it comfortably within a very short space of time. iTrain delivered an exemplary service and we are delighted with the outcome. We have engaged iTrain on an ongoing basis as a result.”
Thomas Brown
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