The first of a three-part series by estate planning software specialist, Arken.legal
The implementation of any technology can be daunting. However, as we have seen with COVID-19 especially, it is a great enabler and promotes efficiency, profitability and even job satisfaction to those staff appropriately trained and using it well. It should disrupt the workplace as that is what technology is designed to do and therefore will require change management and leadership to see its appropriate and most effective implementation.
To consider prior to implementation
The most important element to consider when acquiring new software is to have a clear objective – what is the problem you are trying to solve or how will the technology make your life easier – why are you doing it?
Technology can assist in many ways – for example:
- Automation of repetitive tasks like document generation
- Reduction in re-keying data
- Ensuring consistency of production
- Speeding up the process to free up time for more added-value activities
- Communication across teams
- A single view of client interactions
- Management of risk
- Process improvement and management
- Using the right resource for the right task
- Attracting a new client base
- Changing the way you interact with clients
- Fighting off new entrants to a marketplace/disrupting a marketplace
In summary, have a clear idea of why you need and want this technology – it will help in communication to staff and managing the change.
Potential downfalls
It is unrealistic to believe that any new technology comes with no change or any disadvantage, so make sure that the solution does innovate, and any advantages outweigh the disadvantages some may feel.
Some implementations fail – but why?
- Lack of leadership – failure to communicate, or giving in at an early stage
- No explanation of why or how it will be implemented
- Insufficient training of staff so they can’t reap the benefits promised
- Poor change management – especially those most resistant to change
- Lack of investment – implementing an inferior product due to cost
- Rushed or poor onboarding with no follow up afterwards
5 top tips for a good implementation of new technology
- Be open and honest from the beginning about why you are researching or implementing something new
- Work with your provider to better your processes
- Work with your provider to effectively onboard and train your staff
- Involve key staff who will promote this for you internally – those positive early adopters
- Be patient but persistent – change isn’t easy for everyone but persevere, sometimes people just need time to get used to something new, and new technology needs time to bed in
Stay with the plan
Change is not easy for everyone.
Especially when we all say how this new technology is going to change our world, all the benefits that the organisation will reap from its implementation, yet the individual just sees their daily life disrupted and no benefit for them – just hassle or anxiety.
Remember that while you might be happy that you are managing your firm’s risks, you now have confidence in the consistency of what is being produced, you have the reports that show you how many documents or cases have been finalised, some individuals might still be struggling and they might not see or experience the benefits until they are completely familiar with the software or tool.
To positively manage the change, ensure effective onboarding with your technology partner. Don’t just do some initial training, but do follow up training. Ensure this is communicated in advance and not seen as someone failing if they need refresher training after a couple of months. Ask for volunteers to be internal mentors so someone struggling can go to a peer for assistance. Talk about the benefits to the individual as well as to the company.
So have confidence and stay with the plan - it won’t be easy and you do need to accept that not everyone will be onboard from day one.
Part two in next month’s newsletter: Key Considerations when Choosing a Technology Partner
Arken.legal is transforming the global estate planning industry with digital technology. Its solutions deliver business efficiencies, consistency across a practice and lower risk while enabling customer acquisition and an improved customer experience. Its award-winning product suite for the Wills and probate industry includes efficiency tools that range from document automation to digital fact finds and online Wills. For further information and to book a demo, please visit www.arken.legal, call 01732 867792 or email [email protected]. Free 7-day trial available.
