Tech Onboarding: How to Evaluate a SaaS Vendor’s Process

Adopting new legal tech can be scary, considering how many change initiatives fail or how many buyers experience buyer’s remorse. But at the same time, you know that your team will benefit from the engine power of legal technology like contract lifecycle management, matter management, and legal project management. Each day you’re sold more and more on the transformational possibilities of legal tech — now, you just need to find a way to make tech onboarding and implementation less terrifying.

Tech onboarding seems daunting, but you don’t have to do it alone. While a lot of the burden of change management rests with your team, your legal tech vendors should also be able to help you navigate implementation with reps dedicated to your success. Here are some tips on how to evaluate them.

Three questions to ask about a SaaS vendor’s tech onboarding process

1. What does the implementation process include?

Every vendor has a different process, so be sure to ask your SaaS provider what their implementation process includes. This helps you to map the process in your change management plan and prepare for the transformation to come. We outlined our four-step onboarding process so you know what to expect, from kickoff to go live.

2. What kind of support do you provide?

Learn what type of support your tech vendor provides before, during, and after onboarding. Is support self-service, pooled and impersonal, or dedicated and white glove? At LinkSquares, each customer has a dedicated CSM who facilitates goal setting, walks you through the product, for your team, and offers best practices for the best chances of success.

3. What type of training is available?

Ask your SaaS vendor what training opportunities they provide, as this helps enable you and your team about the product and increase adoption rates. Our customer success team provides product training — we’re even happy to come to you and train your team on-site so you get the most out of our solution.

The importance of implementation support

While dedicated support is important in the tech onboarding process, no implementation can be successful without a change management strategy to support the transition from the old world to the new state.

The best vendors provide implementation support. If you’re looking at a tech provider that isn’t open to guiding your implementation process, consider whether they’re the right vendor for you.

Before procuring new technology, it’s best practice to set goals for the new tools, understand who your stakeholders are, communicate changes with the rest of the business, and strategize training and support to facilitate widespread adoption.

As experts, your tech provider should be able to point out the pitfalls of tech onboarding and share secrets for success. Vendors can give support by helping you map out your processes, configure your solution to match, and monitor and evaluate how the tool is enabling success for your team.

Takeaways

When evaluating your solutions and tech onboarding processes, be sure to consider how well they address your problem and what support they offer to help you meet your goals. This evaluation process is crucial to ensuring that you end up with technology that advances your team, rather than hold you back. Vendor support through the implementation process is key to a fruitful partnership, widespread internal adoption, and long-term success for your business.