Written by:
Grant Yuill
Head of Marketing & Customer Engagement
For many law firms, the idea of switching to new legal software—or introducing it for the first time—can feel overwhelming. Concerns about cost, disruption, and complexity often prevent firms from making a decision that could drastically improve their efficiency. Graham Tidd, Denovo’s Business Development Manager, works closely with firms across the UK, helping them navigate these concerns and make informed choices. In this Q&A, Graham shares his insights on the main challenges law firms face when contemplating a switch and explains how his people-first approach, rooted in truly understanding each firm’s unique needs, has helped build successful partnerships.
Grant Yuill (GY), Head of Marketing at Denovo: Graham, you joined Denovo about 18 months ago and have been working closely with law firms across the UK, particularly when they’re at the decision-making stage, contemplating a big change in their legal software. What have been some of the main concerns that firms have when they’re thinking about making this switch, or in some cases, introducing this kind of technology for the first time?
Graham Tidd (GT), Business Development Manager at Denovo: There are a few concerns that come up repeatedly, Grant. The first one is the fear of the unknown—especially for firms who’ve never used legal software before. For these firms, there’s a real sense of “Will this be more of a headache than it’s worth?” They worry it will add complexity rather than simplify things. Then there’s the cost factor, particularly for smaller firms. Legal software is an investment, and they’re wondering whether it will truly deliver a return. Another big one is disruption—many firms have established processes, and the idea of changing those, especially during busy periods, can be daunting.
The surprising thing for me has been just how many firms, even in 2024, are introducing this type of tech for the very first time. It’s not uncommon to walk into a firm and find everything still being done on paper or using basic spreadsheets. For them, the whole idea of transitioning to a digital platform can feel overwhelming.
GY: I can imagine that could be a real challenge to overcome. How do you approach helping firms move past that fear and those initial concerns?
GT: My approach is really rooted in understanding, first and foremost. Before I even talk about what Denovo can offer, I make sure to sit down with the decision-makers and get a real sense of how they’re operating day to day. I spend time with firms of all sizes—from sole practitioners to larger practices—and each one works quite differently. The last thing I want to do is try to sell them something that doesn’t actually fit their needs.
It’s about truly listening to their pain points. For some firms, the problem is time management—they’re drowning in admin work. For others, it’s compliance or the ability to manage client communications efficiently. Once I’ve understood the specific challenges they’re facing, that’s when I can start to show them how Denovo can address those issues. But it all starts with genuinely hearing them out, not just pushing a generic solution.
GY: That seems like a really people-first approach. Can you share any examples of how your time spent understanding firms’ unique needs has helped you tailor solutions that ultimately led to a partnership with Denovo?
GT: Absolutely. One firm I worked with recently had been running for over 30 years and had never used any type of case management software. They were a small team, just three solicitors and a couple of support staff. They had a huge concern about disrupting their workflow—they didn’t think they had the time to stop and learn a new system. They are very similar to many firms I speak to who have the senior team still working at the coalface fee earning and trying to run the overall business – trying to introduce better technology, do some sort of marketing, support their team – it’s a tricky balance lawyers need to get to “do it all”. So, I spent a couple of days in their office, shadowing them, observing how they managed their files, communicated with clients, and handled the likes of billing.
What stood out was that they spent an extraordinary amount of time double-entering data. Everything was being recorded on paper, then typed into a spreadsheet, and then manually emailed to clients. After pointing out how much time was being wasted on those repetitive tasks, I was able to show them how Denovo could automate that process and drastically cut down on admin time. Once they saw how it could free up time to focus on client work, that’s when they realised the system would pretty much pay for itself.
It was the same with a larger firm that was worried about compliance. They had this fear that switching to new software might expose them to regulatory issues during the transition. Again, after spending time understanding their processes and introducing our in-house data conversion specialist to the conversation, I could show them how Denovo’s tools for compliance monitoring were actually more robust than their current setup. Once they saw that we weren’t just meeting, but exceeding, their compliance needs, they were confident moving forward.
GY: Listening seems to play a huge part in your role. What’s the impact of truly listening to a firm’s concerns, rather than just giving them a product pitch?
GT: It makes all the difference. Law firms operate in high-pressure environments, and often, the decision to change software is one they put off because they simply don’t feel heard. When I listen—really listen—what I’m doing is building trust. If a firm feels like I understand their specific challenges and pain points, they’re more open to the idea of change.
I think one of the biggest mistakes a lot of salespeople make is they go in with a “one-size-fits-all” mentality. They assume that just because a product works for one firm, it’ll work for another. But every firm is different—different client bases, different internal cultures, different processes. When you tailor your approach based on their individual needs, they feel more confident that the solution you’re offering will work for them. And that’s how we turn a conversation into a partnership.
GY: It sounds like your time spent with firms—really embedding yourself in their day-to-day—has been crucial. Has that approach helped you deal with firms that are hesitant to embrace technology for the first time?
GT: Definitely. For firms that are hesitant, it’s all about showing them the benefits in their own context. I think there’s a misconception out there that legal software is only for large firms or that it’s overly complex. But that’s not the case at all. For firms new to the idea, I make it a point to start small. I don’t overwhelm them with every feature Denovo offers right off the bat. I focus on the core benefits—how it’s going to make their lives easier and give them back time. Once they start to see those small wins, they’re usually more open to exploring the wider range of tools we offer.
For example, I worked with a two-person firm that had never used legal software before. Initially, they were dead set against it because they thought it would add unnecessary complexity to their straightforward setup. After listening to their concerns, I set up a demo that focused purely on how the software could streamline their enquiry handling process. That was their main issue—they were busy, which was great news, but struggling to manage and communicate with new leads. They also required a method of separating leads from actual clients and wanted a process in place which allowed them to map out and automate specific milestones of their conveyancing process. After they saw how much easier that process became, they were sold. Now they’re using the full range of Denovo’s features.
GY: What advice would you give to firms that are still on the fence about making the switch?
GT: I’d say, don’t let fear or apprehension stop you from making a decision that could really benefit your firm in the long run. Change is always uncomfortable at first, but the legal industry is moving forward with technology, and staying behind is going to cost more in the long run than making the switch now. Start by having an honest conversation about your concerns. When firms really dig into those worries, they often realise they’re not as daunting as they thought—and more importantly, that there’s a solution.
At Denovo, we don’t just offer software; we offer support, guidance, and a partnership to help make that change easier. The first step is talking to someone who understands your business and can show you how technology can work with you, not against you.
GY: Thanks for your insights, Graham. It’s clear you’re helping to make that initial jump much easier for firms.
GT: It’s been a great journey so far, and I look forward to continuing to help firms across the UK realise just how much of a difference the right software can make.
If you’re ready to make the switch to a more efficient case management software let us help. At Denovo, we specialise in successful conversions, ensuring your data stays secure and your team is fully supported. Contact us today and make the change easier.
- Email: info@denovobi.com
- Call: 0141 331 5290
- Book a Demo: Experience CaseLoad in action by booking a demo now.
