Investing in New Technology? Training is Essential to Success

June 3, 2025

So, your firm/office/organization has taken the leap and decided to make a major switch from a primary practice management system. Deciding to make the move is challenging. Selecting the new product, migration, implementation, and roll-out are major feats as well. When planning throughout this process, training on the new platform should be a priority, not an afterthought. Training is essential for team buy-in and the adoption of the new product.

The successful implementation of new technology within a firm largely depends on a dedicated commitment to training. A meticulously structured training program is crucial for facilitating the successful integration of new technological solutions. Careful planning of training initiatives can enhance productivity, efficiency, and overall staff satisfaction, thereby ensuring a more favorable return on investment.

Training Challenges

There are many challenges when it comes to technology training:

Resistance to Change: Staff may be resistant to adopting new technology due to fear of the unknown or comfort with existing systems. Overcoming this resistance requires effective communication, demonstrating the benefits of the new technology, and providing ample support during the transition.
Lack of Engagement: Ensuring that training sessions are engaging and interactive can be challenging. Using a variety of training methods, such as hands-on exercises, real-life scenarios, and interactive workshops, can help keep staff engaged and motivated.
Time Constraints: Finding time for training sessions amidst busy work schedules can be difficult. Scheduling training sessions at convenient times and breaking them into manageable segments can help address this issue.
Technical Difficulties: Technical issues during training sessions can disrupt the learning process. Having a reliable IT support system in place to quickly address any technical problems can help minimize disruptions.

Plan for Success

Law practice is complicated. Law practice management technology is often also complicated. Even “simple” tools have features and functions that can turn resisters to fans if they are aware that they exist. Here are some considerations as you plan your next major technology upgrade or migration.

Plan for the cost of training

Training should not come as a surprise or an afterthought. When budgeting or assessing the cost of a new platform, always make sure to add the cost of training. Many times, vendors and consultants will bake in training during the rollout, but once the dust has settled, you may be on your own. Discuss the need to budget for training costs, including the expenses for hiring trainers, purchasing training materials, and allocating time for training sessions. Evaluate the costs of ongoing training, especially if you anticipate new hires.

Training isn’t one and done

Getting training once and hoping everyone remembers isn’t a successful strategy. Regular training sessions can help staff stay updated on the latest features and best practices. Who will provide this ongoing training? The vendor? A consultant? How will it be delivered? Scheduled video conferences, on demand, written documentation, hands-on classroom training, and “just in time” training for new features are all options to consider.

Training at the right time

Often, during a product update or new product implementation, vendors and consultants will schedule team training while the back-office work is being done. The training is often performed on a demonstration version of the platform with dummy data. While this initial training is a good way to begin to introduce the product to the team, it is not sufficient on its own. By the time the product has been implemented and rolled out, many will have forgotten the training if they do not have hands-on experience with the tools.

Additionally, the product, once it has firm data and customization, can be very different from the vendor demo version, leading to frustration and confusion. Make sure that your vendor and/or consultant is committed to training after the product is available to the team in production so that users can apply what they learn in real time with real data. Emphasize the need for continuous support and training even after the initial rollout. Partner with vendors or consultants to provide ongoing training and support to address any issues that may arise.

Don’t train without intent

Vendors and consultants will often schedule training classes during implementation and invite the entire team to participate. Many of the attendees may receive training on workflows and functions that they will not have a real-world need to use. This can lead to frustration and confusion. For instance, if the new product has client relationship management features, is it necessary to train the team responsible for docketing? Do the receptionists need to know how to customize a daily dashboard for client matters? The answers may be “yes,” but it is important to be intentional about who gets trained on what and when.

Tailor training programs to meet the specific needs and workflows of different departments within the law firm. Personalized training can enhance relevance and effectiveness. During initial training, you may take the opportunity to do some cross-training, but make sure to effectively communicate this strategy to your team.

Training the trainer

There are pros and cons to the concept of a “train the trainer” or creating a super user or super user group. Make sure that the internal trainer is fully committed to this role and accepts responsibility.

Training and Trialing

Make dedicated time and exercises to work through for training and implementation. Make it clear, especially those who have billable hour requirements, that time dedicated to training and trialing of the new technology will be recognized. Provide exercises and scenarios that allow staff to practice using the technology in a controlled environment before fully integrating it into their daily workflows.

Document Your Training

While you are providing training, use that time to also document new workflows and processes, and how to use the system to carry out essential tasks. A firm “cookbook” or standard operating procedure manual will help with business continuity, new employee onboarding, and cross-training.

The good news is that there are plenty of tools that make creating training documentation easy. Gone are the days of tedious creation of a user manual. Simply use tools like Scribe, Loom, Guidde, Zoom Clips, or others to create annotated “how-to” videos.

Feedback and Evaluation

Implement mechanisms for collecting feedback from staff on the training program. Use this feedback to continuously improve the training process and address any gaps or challenges.

Incentives and Recognition

Consider offering incentives or recognition to staff who actively take part in training and show proficiency in using the new technology. This can motivate staff to engage more fully in the training process.

Conclusion

The successful implementation of new technology within a firm hinges on a dedicated commitment to training. A meticulously structured training program is crucial for helping the integration of new technological solutions, enhancing productivity, efficiency, and overall staff satisfaction.

Key challenges such as resistance to change, lack of engagement, time constraints, and technical difficulties must be addressed through effective communication, engaging training methods, convenient scheduling, and reliable IT support.

Planning for training costs, ensuring ongoing training, tailoring programs to specific needs, and documenting new workflows are essential steps for success. Additionally, collecting feedback, offering incentives, and recognizing staff efforts can further motivate and improve the training process. By prioritizing training, firms can ensure a smoother transition and maximize the benefits of new technology.