Sharpe Pritchard – PMS Selection & Implementation

• Customisation of screens
• Creation of file opening processes
• Setup of precedent templates
• Import of documents from the network drive and creation of reports to prove imports
• Definition of the system UAT
• Training super users
• Supporting Super Users to undertake UAT

Training

Sharpe Pritchard did not want a repeat of their system not being used correctly, so wanted extra support than the previous supplier offered, that is where they instructed Baskerville Drummond’s training consultants to help bridge the gap.

Baskerville Drummond worked with the supplier and Sharpe Pritchard to create an implementation training programme suitable for their team’s needs covering how the software worked and most importantly trained on the internal processes and customisations developed by the project team.

It was decided the best approach for Sharpe Pritchard was to enhance the bespoke “classroom” training by the creation of a “super user” team who would support their colleagues after go live.

The Super Users held a mix of job roles across different teams of the firm. The Super Users had various, more advanced training sessions before the firm’s implementation training. This allowed them to have a lot of touch points of their PMS and to get familiar and feel comfortable with it. The Super Users also completed the User Acceptance Testing which Baskerville Drummond facilitated with further training and providing test scripts, this allowed them to view the system in a real-life situation and provide feedback for customisations.

The firmwide training was designed and delivered in a format that suited the needs of Sharpe Pritchard. This meant that there were multiple bitesize training sessions, splitting each topic. This was viewed to be the better way due to different teams and job roles using the system differently, allowing staff to attend meaningful training rather than sitting in hours of training that was not suitable for their role. The sessions included but were not limited to:

• Introduction;
• Client onboarding including creation, AML processes and policies;
• Case Management;
• Working with documents and emails;
• Financial slips;
• Billing and more.

After the creation of the training programme and sessions, it was decided that all training would be delivered by the Baskerville Drummond team over a space of two weeks. The training was delivered onsite plus some sessions remote, meaning that all staff could attend.

After the initial implementation training, further support was given from Baskerville Drummond in the format of training videos and documentation. These covered all the topics from the training sessions themselves and saved in Sharpe Pritchard’s knowledge centre. Baskerville Drummond also was on hand for weeks after the go live date helping with queries that were received via phone calls, emails and Whatsapp messages.

On the first two days of the new system going live Baskerville Drummond consultants were both on site and remote to conduct floorwalking and short refresher training. This helped to give the users the support needed and the confidence to begin getting to grips with their new system. Post go live training for both current and new staff has been regularly run to help with new skills and refreshers of previous ones. Additionally, training has been run to cover further areas as users have become more familiar with the system and its abilities.

Post Go-Live Support

Following the initial go-live support we remained close to Sharpe Pritchard, holding regular meetings with staff from all areas of the business to make sure that users are becoming familiar with the system. Any issues that are picked up are addressed via both group and individual training sessions and supported by quick user guides that are circulated throughout the business.

Training sessions are regularly offered to staff based on identified needs raised through appraisals and calls to the helpdesk. Access to training sessions and quick user guides ensure that users remain updated on system enhancements, maximising their efficiency and minimising errors.

When Sharpe Pritchard’s new trainees joined the firm, Baskerville Drummond provided training to help them get to grips with the system and allowed for an easy transition into the teams and firm.

Ongoing Support and Development

Following the successful Go-Live, Baskerville Drummond were retained to undertake regular maintenance of the Liberate case management system and support the configuration and rollout of new functionality to end-users.

We conduct regular meetings with senior business leaders to prioritise requirements, identify any frustrations or teething issues or development requests. Baskerville Drummond then undertake any of the required system customisations or changes or liaise with the relevant suppliers to find resolutions and implementation plans for these items to be rectified.

As the firm is becoming more familiar and skilled with the system there is the desire to push forward its capabilities through areas such as: –

• Data capture screens;
• Precedent banks;
• Workflow automation;
• Process streamlining;
• File closing procedures and processes.

Baskerville Drummond develop these areas for Sharpe Pritchard through a process of identification, design and delivery. Stakeholders are involved throughout the development life cycle to bring about advantageous enhancements to their system. This is an ongoing project that will help Sharpe Pritchard to get the most out of their new system and so the best return on their investment.