Ascertus Limited today appointed Chris Davies as Head of Training & Change Management, in preparation to launch a new ‘Customer Success Programme’ at the company’s inaugural ‘Ascertus Client Forum’ on 17 October 2019 in London. Ascertus provides document and information lifecycle management solutions to law firms and corporate legal departments in the UK and across Europe.
Driven by the objective of ensuring smooth technical delivery and ultimately a superior end user experience; the Customer Success Programme will focus on best practice-led, end-to-end change management, starting from pre-sales engagement through to post-implementation support.
Explaining the rationale for this new programme, Roy Russell, CEO of Ascertus Limited, said, “We don’t have an ‘off-the-shelf’ type mentality to delivering solutions. As trusted advisors, it’s imperative to understand the business reasons for which customers are deploying our solution alongside the personal drivers of the end users for the technology at the organisations. A project is seldom considered successful only because it has been suitably delivered technically, but rather when it is well adopted by end users. Our Programme is being designed to deliver success to all stakeholders in customer organisations – IT and support staff as well as end users. Our Programme will help minimise and mitigate change-related challenges in customer organisations right from project inception.”
With 20 years of experience in training and in the legal sector, Davies is driving the design and development of the Customer Success Programme. He has first-hand experience of the challenges that organisations face when implementing new technologies, both technically and from an end user perspective, and so is well placed to lead this initiative. Davies has held various Training positions in law firms including Brabners, SJ Berwin, Pannone and DLA Piper. He also co-founded iTrain Legal, an organisation focussed on delivering training to professional services organisations.
“Often, organisations see Training as a one-off ‘event’, but in reality, the bulk of this activity is about change management,” Davies elaborated. “A new technology frequently also represents a new way of working. Our approach will be to gain a deeper understanding of the business goals and working practices of our customer organisations, what their end users are expecting from the solution – and indeed the gaps in their appreciation of what the solution can do for them. Based on this analysis, we will provide customised programmes to ensure that the technology we provide delivers the highest yield – in efficiency, productivity and return on investment over the lifetime of the solution. Full details will be revealed at the upcoming Ascertus Client Forum.”
The Ascertus Client Forum is an exclusive event bringing together IT leaders from law firms and corporate legal departments across EMEA. The event will demonstrate what a seamless and efficient document lifecycle process management process can look like; and focus on the latest thinking, best practices and software innovations in this space.