Written by:
Grant Yuill
Head of Marketing & Customer Engagement
Transitioning to new case management software can feel like a daunting prospect for law firms. The fear of data loss, disruption, and staff retraining often hold firms back from making the leap. But Steven Hill, Managing Director of Denovo, has spent over two decades helping law firms successfully make that transition. In this insightful Q&A, Steven shares his experiences, anecdotes, and expert advice on how Denovo tackles the challenges of switching systems—and why, with the right approach, it’s a change well worth making.
Grant Yuill (GY), Head of Marketing at Denovo: Steven, you’ve worked with countless law firms over the past 20 years, helping them transition to new case management software. Change is always met with some apprehension, particularly when it comes to the heart of a law firm’s operations. Can you talk us through why that apprehension exists?
Steven Hill (SH), Managing Director at Denovo: Absolutely, Grant. I’ve seen it time and time again. Lawyers, by nature, are cautious—they have to be. They’re trained to look at every angle, every possible risk. When it comes to moving from one software platform to another, there’s a huge concern that things could go wrong. Their entire practice management system is at the core of their business. It’s where they store client data, manage their tasks, time, finances—everything. So, the idea of switching to a new system, with all the potential pitfalls, can understandably feel like stepping into the unknown.
GY: What are the key challenges that firms typically face when making that switch?
SH: One of the biggest challenges is the fear of data loss. I’ve had conversations with managing partners who told me they literally had sleepless nights worrying that, come Monday morning, they wouldn’t be able to access their client files. And, you know, it’s a valid concern—if the data migration isn’t handled properly, there could be issues. Another major challenge is retraining staff. Law firm employees are often very used to doing things a certain way, and getting them to adapt to a new process, however more efficient it might be, isn’t easy.
Then there’s the time factor. Firms are busy, and taking the time out of an already packed schedule to onboard a new system can feel impossible. There’s always a big case, a closing deadline, or the next client matter that takes priority. It’s tough to convince them that the short-term investment in time will pay off in spades down the road.
GY: I imagine over the years you have faced a fair share of challenges helping firms through this transition. Can you give us some insight into how Denovo handles the change process?
SH: Oh, we’ve certainly had our share of war stories! I remember one firm who had a real maverick in their IT department who insisted on running our software alongside their old one for six months, just in case. He ended up being the biggest advocate for Denovo after the process went smoothly.
What we’ve learned is that the key is preparation. You can’t rush this. We have a dedicated onboarding team who work with the firm to plan every step of the migration—from the initial data extraction to the final implementation. We break it down into manageable stages, so it’s less overwhelming. Communication is also huge. We make sure that everyone in the firm knows exactly what to expect at every point in the process. I think that’s something a lot of software providers overlook—they’ll focus on the technical side and forget that they’re dealing with people.
Training is another critical piece of the puzzle. We don’t just show staff where the buttons are. We sit down with them, often in one-on-one sessions or in small groups, and show them how to incorporate the software into their daily routines. We want to get them to the point where they’re not even thinking about using the software—it just becomes second nature.
GY: You mentioned some challenges earlier. Any others come to mind?
SH: Oh, plenty! One that stands out was with a firm that was convinced their Wi-Fi would be fast enough to handle a cloud-based system. I won’t name names, but let’s just say their Wi-Fi had the consistency of a 1990s dial-up connection! They’d be halfway through uploading a document, and then oh oh —it was gone. We spent half a day trying to troubleshoot the issue remotely before we realised the real culprit was the office next door, which was using an industrial microwave that was messing with the signal! We got them set up with a proper internet connection, and they’ve been happy ever since.
I think these stories are important because they show that no matter how much you plan, there are always unexpected challenges. The difference is having a team that can handle them calmly and find a solution. That’s where Denovo really shines—we’ve been there, done that, got the T-shirt, and probably have a mug too!
GY: It sounds like a large part of overcoming these challenges is managing expectations. How do you set the right expectations for your clients during the onboarding process?
SH: Exactly right. We’re very upfront with clients. We tell them this isn’t a magic switch that will be flipped overnight. There’s going to be a learning curve, and yes, there might be hiccups. But what we offer is a partnership. We don’t just set up the software and walk away. We stick with them, offering support whenever needed, making sure that they’re getting the most out of the system. And we always remind firms that they are making the change for a reason. A new system is going to be different. Staff need to really be on board and do what they can to individually embrace slightly different ways of working. The firms that get their teams on board from the very beginning almost always see the biggest enhancements in productivity and efficiency.
One of the things we’ve learned is to have honest conversations early on. If a firm has particularly complex data or processes, we’ll let them know that it might take a bit longer to get everything perfect. We would rather be honest than overpromise and underdeliver. When we set realistic timelines and expectations, it makes the whole process smoother for everyone.
GY: Finally, for firms out there that are still on the fence about making the switch, what would you say to them?
SH: I’d say that staying with an outdated system because of fear of change is actually riskier than moving to a new one. The industry is constantly evolving, and if your software can’t keep up, you’re going to fall behind. Technology, especially in law, should make your life easier, not harder. It should free up time for fee earners to focus on their clients, not admin tasks.
At Denovo, we’ve made this process as seamless as possible because we’ve been through it so many times. We understand the concerns, and we know how to address them. So, yes, you can convert to a new case management software. And when you do, you’ll wonder why you didn’t do it sooner.
GY: Thanks for your time, Steven. It’s always great to hear how Denovo helps firms navigate this process successfully.
SH: My pleasure, Grant.
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.
Book a Demo: Experience CaseLoad in action by booking a demo now.
Email: info@denovobi.com
Call: 0141 331 5290
