Implementing a new legal case management system is an important step for any law firm. But getting the system up and running is only the beginning. To get real value from their investment, firms need to make sure their people understand the technology, feel confident using it and know how to make the most of the functionality available to them.
That’s where ongoing training and support make a difference.
From helping new starters settle in to showing experienced users more efficient ways of working, the right guidance can help firms get more from their case management system as their needs change.
At Redbrick Solutions we help law firms build confidence, develop their knowledge and continue finding better ways to work.
Training shouldn’t stop at implementation
When a firm introduces new legal software, training is naturally a priority. Staff need to understand the system, learn new processes and feel comfortable managing their day-to-day work.
However, once the initial implementation is complete, it’s easy for training to take a back seat.
Over time, new employees join, responsibilities change and people develop their own ways of working. Some features may become underused, while others that could help save time may never be fully explored.
Ongoing training helps bridge that gap. It gives staff the opportunity to refresh their knowledge, ask questions and discover functionality that could make their work easier.
It also helps firms maintain consistency as their teams grow, ensuring people have the knowledge they need to use the system effectively.
Helping your team work more efficiently
Even experienced users may not be making full use of everything their case management system offers. When people are busy managing their caseloads, it’s understandable that they stick to familiar routines. But small changes to the way tasks are completed can sometimes make a significant difference over time.
Training can help teams identify opportunities to simplify processes, reduce repetitive administration and make better use of existing functionality. This might mean discovering a more efficient way to complete a task, improving how information is recorded or understanding how reporting can provide better visibility of work in progress.
The aim isn’t to change everything for the sake of it. It’s to help people identify practical improvements that make sense for their role and the wider firm.
When those improvements are adopted across a team, the benefits can extend beyond individual users, helping the firm work more consistently and make better use of its resources.
Support that understands the legal sector
When a question arises or a problem needs resolving, having access to knowledgeable support can make a real difference.
At Redbrick many of our team have spent years working within the legal sector, giving them a valuable understanding of how law firms operate, the challenges they face and what they need from their systems. This experience allows us to look beyond the technology itself, providing practical guidance that takes into account the realities of working in a busy legal practice.
Two dedicated teams, there when you need them
Whether a client needs help with a particular feature, has a question about completing a task or wants advice on getting more from the system, they have access to support from two dedicated teams.
Our Business Consultants (BCs) provide ongoing guidance, building relationships with clients, understanding their needs and helping them make the most of Redbrick.
Our dedicated support team handles day-to-day product queries, offering practical help and technical assistance to resolve issues and keep clients working confidently.
Supporting clients beyond day-to-day queries
We also offer the Redbrick Academy, giving clients ongoing access to user guides, release notes, training videos and other resources designed to support continuous learning and improvement. These resources allow clients to develop their knowledge, revisit key features and build confidence in using the system at a pace that suits them.
The Academy also incorporates our Help Centre and AnswerBot, giving clients 24/7 access to instant support. Curated with relevant, tailored content from our knowledgeable account managers, these tools make it easier for clients to find answers, access practical guidance and resolve queries whenever they need help.
Making support accessible to everyone
Just as importantly, clients should feel comfortable asking questions and know that help is readily available when they need it. Our support team can be contacted in a number of ways, making it easy for clients to get assistance, whether they have a quick question or need a little more guidance.
Over the last 12 months, our median first response time was just 11 minutes, with an average first response time of 1 hour and 25 minutes. More than 90% of support tickets received a response within two hours, beating even our strictest SLA target.
These figures reflect our commitment to being there when clients need us, helping them resolve queries quickly and get on with their work.
With responsive support at no additional charge, we’re committed to making sure no one is left struggling with a system or spending unnecessary time working something out alone.
What our clients have to say
“What really sets Redbrick apart is their people. The team is always friendly, knowledgeable, and responsive, consistently going above and beyond to support their 25clients. Their commitment to continuous improvement and customer service has made a real difference to our business.”
Dawn Pickett, Managing Director of DP Conveyancing – Google Review
“Amazing experience in our training session on the 1st of September, the knowledge the people at Redbrick have is brilliant and all the tips they have for us to get the most out of our case management system really does help speed up our day-to-day work we would recommend Redbrick to anyone in the market for a new case management system.”
Sutherland & Co Law Solicitors – Google Review
A partnership that continues beyond go-live
Every law firm is different. Teams have different levels of experience, processes and priorities, and the support they need will change over time.
A good relationship with a legal software provider recognises this. It doesn’t end when implementation is complete or when staff finish their initial training. Instead, it develops alongside the firm, providing access to guidance when questions arise, training when knowledge needs refreshing and support as the business changes.
At Redbrick, we want our clients to feel confident not only in the software they use, but also in the people behind it.
We believe that combining capable technology with knowledgeable support and ongoing training helps firms get more from their investment and gives their teams the confidence to keep improving.
If you’re looking for a legal case management partner that supports your firm beyond implementation, find out more about Redbrick Solutions.