In SOS’ commitment to support client success and optimise the value of our software, we recently introduced Health Check Surveys to our clients as a targeted assessment tool. Designed and managed by our Client Success Consultants, these surveys aim to identify how well firms engage with our software and highlight areas where training or system improvements can enhance user experience.
One firm who greatly benefitted from this routine check was Goughs Solicitors, who utilised the results to refine their internal processes, enhance training opportunities and increase confidence among their software users. Clare at Goughs Solicitors takes us through her experience of working with SOS Legal throughout their own Health Check and the benefits the firm is experiencing as a result. Clare explained:
“When first hearing of the health check we thought it was a really great idea, and upon seeing the questions we knew it would be a valuable exercise. Having staff joining periodically – it’s great to guage what position they are at in terms of their knowledge of our systems and processes.”
For us the main benefits Goughs have derived from participating in the survey was that it highlighted issues we were not necessarily aware of prior to taking part. Giving us a whole system perspective allowed us an overview of the software knowledge across our staff. Being able to say XX% of users know this and XX% do not, we can therefore drill down further and identify where the responsibility lies to aid each individual.
Training within our firm is something we feel strongly about, we have invested in an internal trainer and utilise
the SOS Community Learning platform heavily. One takeaway we got from the survey was the need for flexible and short training opportunities, in order to allow our team quick access to knowledge.
Having used SOS for many years, we have utilised the customisable features throughout our software. It is therefore important that we recognise that although users may have extensive knowledge of SOS prior to working with our firm, they may not necessarily have transferable skills, due to our many customisations in place.
We would definitely recommend a Health Check to other firms. We have really benefitted from knowing what our users think, it is an anonymous survey which people were aware of, and every one of our employees felt free to answer honestly which was very interesting. Not only this, but SOS’ reaction to the results was fantastic. Myself and our CSC Natalie went through the results extensively, the survey provided us full visibility and oversight of system usage across the firm.”
Future Plan
“We believe the Health Check Survey to be invaluable, the insights we have derived in such a short time is fantastic. I would not hesitate to recommend taking part. I believe there is huge value in undertaking this every 12-18 months to better understand our firm’s system usage, and address any issues raised.”
This article was submitted to be published by SOS Legal as part of their advertising agreement with Today’s Family Lawyer. The views expressed in this article are those of the submitter and not those of Today’s Family Lawyer.
