Browne Jacobson is a leading UK and Ireland law firm known for its exceptional service and top-tier advice in a range of sectors including insurance, financial services, education, healthcare, construction and real estate, public sector, energy and infrastructure, manufacturing and industrial, retail and consumer, and technology. In August 2022 Browne Jacobson engaged iTrain Legal to help with the transition from Lexis Nexis L1 to Aderant Expert, a move that would impact their 1000+ workforce across seven offices. Although Browne Jacobson had an internal training team, the scale and uniqueness of the Aderant Expert system prompted them to enlist iTrain’s expertise to facilitate the change management and training processes.

The Challenge

Transitioning to a new Practice Management System (PMS) like Aderant Expert posed substantial challenges for Browne Jacobson:

System and Process Differences

Aderant Expert differed significantly from Browne Jacobson’s previous system, requiring comprehensive training to familiarise employees with the new interface and educate them on altered business processes. Given the firm’s varied practice groups and client requirements, support materials and training sessions needed to cater to diverse user cases.

Scale and Time Sensitivity

With a planned simultaneous deployment to the entire firm, all users required role-specific training in a short timeframe. Training had to be delivered as close to the go-live date as possible to ensure retention of knowledge. The time sensitivity was compounded by the constantly evolving nature of the system up to the go-live point.

The Strategy

iTrain implemented a strategic approach to address Browne Jacobson’s challenges:

Consultation

The project commenced with an in-depth consultation phase, allowing iTrain to understand Browne Jacobson’s organisational complexities, user reactions to change, the previous system, and intended Aderant Expert configurations. Close collaboration with various Browne Jacobson teams, including finance, training, and communications, provided the essential groundwork for project development.

Communication Package

Browne Jacobson opted for iTrain’s communications package, which included a tailored email and intranet campaign, pre-learning videos, virtual awareness sessions, and on-site awareness days. This comprehensive communication plan gradually built up awareness leading to go-live, ensuring users were well-informed about the upcoming changes.

User Acceptance Training and Testing

iTrain facilitated multiple User Acceptance Testing (UAT) phases with select users. Online UAT sessions were conducted through MS Teams and Hurdle, an online, interactive, live training platform which allowed for thorough training and testing. By using Hurdle, learners and trainers were able to use their own local computer for hands-on training either in the office or while working from home. The multi-screen functionality enabled the trainer to see all learner screens at one time, instead of individual screen share, so the trainer could see who was on track and offer support, whilst improving productivity. This approach ensured identification and resolution of any issues or defects before the go-live date.

Support Materials

Browne Jacobson purchased a bespoke resource pack from iTrain, including Quick Reference Guides, How-To videos, and a custom eLearning course. These resources were tailored to Browne Jacobson’s business processes and Aderant system customisations, providing crucial support for users adapting to the new system.

Train the Trainer Training

iTrain upskilled Browne Jacobson’s internal training team through Train the Trainer sessions. This empowered the internal team to assist with go-live support and continue training during Business-as-Usual operations post-iTrain engagement.

End-User Training

A role-specific training program was designed and delivered to Browne Jacobson users using MS Teams for online flexibility. The three-week training period involved five iTrain trainers simultaneously accommodating the geographic spread and time constraints.

Go-Live Support

iTrain provided extensive go-live support for the initial two weeks and returned for two month-end periods to support billing cycles. This support included remote drop-in calls, on-site assistance, pre-arranged workshops, and ad-hoc requests, ensuring a smooth transition to Aderant Expert.

The Results

The collaboration between Browne Jacobson and iTrain yielded successful outcomes, with a seamless transition to Aderant Expert. The challenges of system and process differences, scale, and time sensitivity were effectively mitigated through strategic planning, tailored communication, and comprehensive training. iTrain’s support materials and expertise played a crucial role in ensuring Browne Jacobson’s users adapted to the new system, minimising disruptions and maintaining productivity during and after the transition. The successful deployment showcased iTrain’s commitment to facilitating change management and training in complex transitions for legal firms like Browne Jacobson.

Chris Leishman, Senior Business Change Lead, at Browne Jacobson said “iTrain Legal helped us to successfully deliver a challenging and complex project to over 1000 colleagues across the business. Their flexibility to accommodate our changing needs as the project developed was paramount in helping us to deliver the most engaging training experience possible”.