Bristows are renowned for their expertise in litigation, transactions, and advisory services across the globe, particularly in the life sciences and technology sectors. The firm prides itself on its unique blend of inquisitive thinkers with backgrounds in science and technology, enabling them to deeply understand and effectively support their clients' innovative businesses. Historically, Bristows have been at the forefront of technological advancements, from patenting the first electrical telegraph to participating in the UK's genome sequencing project.

Bristows faced a significant challenge during the COVID-19 pandemic; with around 250 users needing continuous training support while working remotely and later returning to the office, the firm needed an efficient, always-available solution. This led them to partner with iTrain Legal to implement a 24/7 chatbot, designed to cater to their users' training needs for a variety of software tools.

The Challenge

The pandemic-induced shift to remote work highlighted the necessity for an on-demand training solution. Bristows required a system that could provide comprehensive support without burdening users with complex training processes. iTrain’s chatbot, easily adoptable and user-friendly, fit this need perfectly. It offered targeted assistance, how-to tips, step-by-step guides, and video tutorials, all accessible at any time.

The Strategy

The project, initiated in August 2021, aimed to support over 300 users in Bristows' London office. The firm-wide implementation began with iManage support in October 2021 and expanded to include Microsoft Word, Excel, Teams, Outlook, OneDrive, pdfDocs, and PowerPoint.

To enhance user engagement and adoption, Bristows rebranded the chatbot as 'B-bot', aligning it with the firm’s identity. The Marketing and Business Development (M&BD) team played a crucial role in branding and promoting the B-bot. They used banner announcements on the intranet to build anticipation ahead of the go-live date. Minimal training was required; the firm hosted drop-in sessions and disseminated email announcements with user guides, which were branded and customised with screenshots provided by iTrain. The roll-out was executed over a two-week period.

Implementation and Results

The implementation of B-bot was smooth and well-received. Users found the chatbot intuitive and easy to navigate. The always-evolving B-bot continued to provide valuable assistance, ensuring that users could access necessary training resources precisely when needed.

Phil Wood, Director of IT at Bristows, remarked on the success of the initiative: “As our userbase continues to adapt to the hybrid world and increasing pressures on their time, we wanted to find a solution to deliver training at the point of need. Partnering with iTrain has allowed us to deliver this service."