In 2021, we need technology more than ever to be able to serve clients and keep up with customer service. Once a law firm or a solo practitioner moves to adapt tools and platforms, they should stick with it, refine it, polish it and avoid backsliding to old, inefficient practices.
It’s so easy to backslide, because you and your team are used to your old ways and you might have a ton of rationalizations why they “weren’t broken” anyway and don’t need fixing.
But don’t listen to that voice! This is your brain resisting change and going into survival mode because it thinks the new tools and platforms are too much work.
They’re not. Once you’ve organized everything, you and your team will have more time and energy for your tasks.
So how do you make a digital transformation not only easy but also permanent?
How to prevent backsliding
Choose easy-to-use tools and platforms.
Firstly, pick tools and platforms with an intuitive user interface so you and your team WILL love using it!
The easier and prettier the tools are, the more motivated everyone is to transfer the volume of work there and see how it helps.
That said, complex tools aren’t bad. They may just include a learning curve, but are often worth it in the long run. But take note that complexity should come with FAQs and How-to guides you and your team can easily consult. A good tool will have tutorials!
Be open about the positive results.
Digital transformation has a positive impact on business performance. There are so many statistics that show this!
For example, ClickUp even guarantees you save one day every week with the implementation of digital tools and platforms.
Try to keep track of how much time you spent previously on certain tasks and compare how using the new tool has improved that time.
Then show your people you’re actually looking at these tools and how effective they are.
Be open to feedback.
Whatever tools and platforms you choose aren’t permanent. You and your team can still switch at any time. There will be trial and error here. Understand that there are potential challenges and complexities along the way as you implement changes. Ask your team how a tool or platform helps them with their tasks. Do they like it? Does it have something annoying you can get rid of, or would that require switching to another tool entirely?
Be clear about what you won’t compromise on.
That said, even as you test and listen to feedback, be clear about what actions and behaviors should stop, improve and continue to change.
Declare what you don’t want to do anymore: “I don’t want us missing phone calls. All phone calls should be answered. I don’t want unanswered emails. I don’t want missed deadlines.”
These new principles can open everyone’s eyes on why the new tools and platforms are important and what they should aim for in using them.
Think of your employee engagement.
All the above tips point to making your employees feel included. Sure, you’ve decided you’re using these new tools, but make sure it’s not foisted on them. It’s a trial. You can still change.
You might even want to have a vote or open suggestions for tools and platforms that you should try. In a study by Deloitte, they found that 87% of employees are less likely to leave their team when they’re engaged.
Engagement is simply inclusivity and fair treatment. Include them in decisions and trust them when they give feedback, and they, in turn, trust you and love the positive environment you create.
Give rewards for behaviors and actions that contribute to the transformation.
Look for opportunities to reward your employees. Identify those behaviors and actions that contribute to the transformation, and use reward systems and other recognition schemes. Align the corporate values or behaviors to your reward schemes.
Tools like Freshdesk have a just-for-fun ranking of those who clear/resolve the most tickets. You can acknowledge that, because it means people are using the tool, and using it well.
Digital transformation is more about people
You and your team are the ones who implement and resolve to keep using these new technologies. Your collective mindset and workplace culture go a long way in making this change and making it permanent.
Look at the demands you face with your new workloads and new goals in this new era and communicate with each other on how you can meet these demands as a team, using the best, most efficient tools.
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