This week we have a guest post by Mel Cox, CEO of PD Law, who recently installed RedView with great results. As Mel explains below, implementing new technology is not as simple as setting and forgetting, the human side of technology is more important than ever. You can find PD Law on Facebook and Twitter.
When you innovate it is absolutely crucial to ensure everyone is engaged in the change. This is true for most periods of transition, but particularly for changes to technology.
We recently implemented RedView Client Portal and the results for the business have been fantastic. However, managing the switch was a key concern for our girls, as our clients simply saw the app as ‘change’ – meaning uncertainty.
New client-facing technology needs to be managed closely. We were careful to consider the entire process so that everything flowed smoothly. If you’re trying to achieve a similar transition (or a transition with RedView) consider focussing on the following areas.
1. Assign a leader
Introduction of any change in an office will be met with resistance. Someone needs to lead the change and take charge of implementation. The first important step is to build a dissatisfaction with the status quo. Point out how many times you resend document etc. and make sure they see the new technology as a solution. This will tip the scale in favour of the change. Make it a collaborative effort where the team adds their input from the start.
2. Manage expectations
Build some expectations around the new application so that it creates a shared vision for what the desired outcome ought to be.
3. Train, train, train.
Consider developing a script and points to qualify the new technology to clients. Train your staff on how to sell the benefits to clients (this is really important). One of our girls nearly has a 100% take up while the other is around 50/50 – we need to give her more training to ensure we get all clients on board. Clients need to be qualified to make sure they have the right devices and software, otherwise it will create negative feedback.
4. Empathise with your clients
Consider what your clients will see and how they perceive it. We developed naming policies so clients can easily manage their documents and see what actions needed to be taken. For example, we date all of the documents and mark them with names such as ‘Please complete and return’ or ‘Yours to keep’. This will ensure your clients aren’t constantly calling and asking what to do.
5. Manage your contact methods
We avoid breaking the contact pattern with our clients. For example, we won’t email or call to let them know their Client Portal has been updated. Once you set the standard of contact, they are likely to respond via the same method, therefore not using RedView as was designed. Until push notification are introduced, we send them a generic text saying, “Your Client Portal has been updated”.
6. Document your processes
As part of the training, create workflow items so everyone knows exactly must be loaded onto the portal and it is as clear and automated as possible.
If you follow these tips, you’ll ensure your clients not only engage with new technology, but embrace it. It’s absolutely worth the effort.
Our clients are now more closely integrated with our processes, they can access information and documents whenever they want and we spend less time on small client interactions like sending documents – meaning lower costs.
If you have any questions about introducing new technology, or a few tips of your own, let us know in the comments or on Twitter.