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PEER TO PEER: THE QUARTERLY MAGAZINE OF ILTA | FALL 2016
Rewriting the Playbook:
Cut Costs and Increase User Adoption in
Firmwide Technology Deployments
Rewriting the Playbook: Cut Costs and Increase User Adoption in Firmwide Technology Deployments
CASE STUDIES
These were the major considerations that drove
us — BakerHostetler's practice services team — to
toss our traditional approach to technology-related
deployments and rewrite the playbook using a 21st-
century perspective.
Our transition to a structured, maer-centric
application would be a game-changer. We needed to
apply an automated governance model for electronic
maer files that would decrease the firm's risk posture,
and we quickly realized the archaic deployment plan
that once served a smaller firm well no longer met the
needs of our growing offices. We needed a scalable, cost-
effective solution.
The Game Plan
To develop a modern process, we needed to adopt a
fresh mindset and become more creative in identifying
tactics. An office-by-office deployment using in-person
training was time-consuming and expensive, whereas
deployment by practice group would allow us to tailor
the training based on scenarios most relevant to the
aorneys and increase user acceptance.
In-person training was cost-prohibitive, so we
adopted a concierge approach, giving users enough
information to be self-sufficient with the product while
providing ongoing support.
Fourteen offices across the country
1,700 users
Five trainers
And an outdated technology
deployment process using costly
in-person, hands-on training
by Katherine Lowry and Sharon Jesse
