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We have found that the best way to ensure a
successful implementation is to be engaged in the project. We provide a budget
at the beginning of every project and it is our responsibility to bring the
services in at that figure. This requires management at a senior level with the
business acumen and authority to make decisions. This is why a partner is
involved with every project. Guy Simoneau (16 years experience in the integration and
consulting services for law firms) will work directly with
you. This 360 degree approach has allowed us to organically grow our
business and build our reference base.
Your needs are unique. We understand that. You're
converting from Word Perfect, or from an earlier version of Word. Your
templates are stale, nobody uses them. Why? Now
is the time to review what you have what you can do, and if it fits into
the tight economic environment you live within. We represent
Esquire Innovations iOffice System and SoftWise
Innova - the two leading legal template applications in the
market. We'll discuss what you need, if it's time to upgrade, and what
you'll get from it.
Here is what we have
heard from our clients:
1.
My firm-wide contacts don't integrate with
my templates.
Stand-alone template packages don't integrate with anything other than your
Outlook/GroupWise contacts. While this is a higher performing existence,
integrating with public folders of firm-wide client-data as well as real-time
changes to your own environment is what most clients are looking for. Today's
technology can give you this solution.
We are a certified training partner for both applications.
We have provided standard letter/memo/fax/pleadings
development as well as customized forms integrated with your accounting and
email systems. These programming services are coordinated by an Arriba Connect
partner all the way through the implementation process
2. We need data entry
for time/billing that mimics our correspondence templates.
Most firms have multiple sources for data entry - each with it's own style. We
can help automate these disparate environments and make it easier for
point-of-entry users to engage with these important business needs.
3. Development of a
plan to stay ahead of the
game as systems change
Let's face it, you're always catching up. With the proper
infrastructure in place, you can stay ahead of what's required for your
application needs. We know what works, what doesn't, what other firms are doing.
We're connected to the top business partners today in the legal industry. A
partnership with Arriba is a partnership that will pay off.
Traditional end-user classroom training is always the
best method to get users to understand the new environment as well as a good
time to promote policies and best practices that may need reinforcement to the
user community. Our goal from the personnel management end is to make sure that
our trainers are following the curriculum, handling objections and issues that
may arise in a classroom setting, and following up on any topic that may not be
covered in a class. After every class, an Arriba Evaluation Form (AEF) is filled
out without the trainer standing over the user. We view the AEF as a critical
component in the process of maintaining a high standard of work by our people.
The AEFs are then consolidated in a report which is then presented to your
management group.
Attorney classes via classroom or Webex are arranged
to meet the needs of a billable attorneys schedule. We have provided
partner-level one-on-ones both early morning and evening with the goal of
getting them up to speed on the new environment.
Following the completion of either a classroom or
one-on-one training, we provide desk-side floor support services for our
clients. This important service allows the users to assimilate the new
environment in their own setting. Each day, we coordinate with your IT staff the
whereabouts of the users being migrated the day or night before. We use a
variety of communication tools pagers/two-ways to respond to these users
quickly and assist them in becoming familiar and comfortable with the new
system. It is our recommendation that trainers rotate with floor support
personnel to get a solid, real-world sense of what the questions and concerns
users have once they begin using the new system.
Applications need to be properly marketed and sold to end
users. We are very familiar with the hesitancy of users and their acceptance of
a new system. In past migration efforts, we have provided this service during
this important, preliminary stage. Methods include lunch-n-learn
presentations, give-away campaigns (hats, cups, tee-shirts), and the use of
green ribbons once a user has been migrated.
Train-the-trainer classes are important for passing the
overall curriculum and best practice procedures along to the Arriba personnel
and also power users/trainers from the firm. We use our years of experience to
cover all technical topics as well as behavioral uses in the classroom setting.
All trainers and support staff go through this class prior to providing any
service.
We believe that each project in which we are involved
requires partner level project management. Without proper management of users
expectations, needs and a clear understanding of the users existing technical
skill set, your users will not reach the quality of performance in their work
needed for a successful rollout. We are dedicated to supporting the firms high
standard of classroom training with top quality floor support that will enhance
the training users have received. Additionally, we audit all of our instructors
in the classroom at all client locations.
On a weekly basis we meet with the firms designated
project manager to present a detailed accounting of all support provided to date
and feedback received by our support staff regarding the training and the
applications themselves.. If adjustments to the schedule are needed, or if the
amount of support being provided needs to change, , we make such adjustments
immediately once they have been approved by the firms project manager.
All of our instructors are required to sign-in and out
everyday at each location. These sign-in sheets are reviewed by an Arriba
Connect partner and verified prior to billing you for services provided.
Proper materials are needed to leave-behind after a
classroom or one-on-one training session. These materials can be generic or
customized for the firms needs.
During the challenging days of a project rollout, we
provide supplemental resources for your help desk and/or user support teams.
These personnel are trained by us in train-the-trainer sessions which cover all
of the technical topics, firm procedures, as well as general manners required to
answer the phone and solve a users problem.
On-demand-resourcing (ODR) is a service designed to
fill the gaps in personnel resources our clients experience during peak periods,
such as a firm-wide rollout or upgrade of products. With ODR, our clients are
provided a temp-to-perm option where a percentage of the daily rate is applied
to recruiting fees. This works well in a situation where you either want to
verify whether or not someone is a proper fit for your firm and/or full-time
resources have not yet been approved. We are providing this service for a number
of clients most of whom have used our services on a project.
A number of our clients find that a system upgrade is an
excellent time to clean-up work product and standardize the branding of
documents produced by the firm. We are a partner with Microsystems Engineering
as well as Levit & James two of the best providers of document conversion and
document clean-up products. In addition to the technology, we can also provide
personnel for the actual clean-up of the documents.
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