In this latest episode of the Inside View podcast, Legal IT Insider’s editor Caroline Hill sits down with Shoosmiths’ chief operating officer Rachel Reid and director of IS Dawn Faulkner to explore how the firm is transforming its technology landscape in support of the goal of becoming a top-tier law firm by 2030.
Rather than chasing the latest technology trends, Shoosmiths has taken a strategic, foundation-first approach. Reid and Faulkner discuss how the firm has focused on modernising core infrastructure, moving key systems to the cloud (including SAP), and ensuring that technology decisions support both clients and employees. From adopting a hardware leasing model to replacing ageing laptops and reducing support desk calls, the conversation highlights the often-overlooked importance of getting the basics right before investing in innovation.
A major theme is Shoosmiths’ commitment to being a cloud-first organisation. The firm is in the final stages of migrating SAP to the cloud and is using Microsoft and SAP as strategic technology partners to underpin future growth and AI adoption, including AI agents. The discussion also explores the extensive auditing and rationalisation work that has helped simplify systems, improve adoption, and create a clear roadmap for transformation.
The podcast delves into AI, data strategy, and change management. Reid and Faulkner reveal how Shoosmiths successfully encouraged widespread adoption of Microsoft Copilot, reaching around 1.7m prompts through a combination of training, governance, and employee engagement. They also discuss Project Apollo, the firm’s newly announced, internally developed contract review tool, with the firm taking a build, not buy approach.
Leadership support has been critical, with CEO David Jackson described as a strong advocate for technology-led transformation. Throughout the conversation, both executives repeatedly returned to the theme of people. Technology success, they say, depends on engagement, education and creating a culture that encourages experimentation.
Listen to the full episode for practical insights on cloud migration, AI adoption, data governance, and the leadership mindset required to deliver lasting change in a modern law firm.
