Taking on a new system like In-Form can seem daunting when you start to think about a bigger picture than just getting it set up and launched. So, we sat down with our training manager Grant Gair, one of our support managers Jon Timms, and our head of sales Cainan Loubon, to find out how In-Form can help you through the process.
Post-sales: In-Form is right for you, what next?
Cainan: “So once you’ve decided In-Form is the system for you, it’s best to sit down with a team of representatives from across your organisation to determine what the technical priorities are of your system, but also think about how you want to roll it out. Operational, management and frontline colleagues are all key in adopting a new system and ways of working.
Grant: “Absolutely, so think, do you want to get all teams and projects involved right away, or do you want to start with one and then gradually increase over time.”
Jon: “It’s really useful if you go to your consultant with a plan in mind before starting the build.”
Grant: “Then, once you’ve done that, it’s key to start communicating this internally. If staff don’t know why they have In-Form, why would they want to use it? Arrange briefing sessions and drop-ins where you disseminate the details and staff can ask any questions they have too.”
Cainan: “This is so important. Make sure everyone who will be using the system now and in the future, know what In-Form is, that it’s on the horizon, the timeline, and the support that will be available to them. Don’t let them see having a new system to learn as a hindrance, finding some quick wins for different groups of staff really helps get everyone on board.”
Training: How do you get the best from your new system?
Grant: “This is where training comes in.”
Jon: “Your consultant will arrange training with those of you who are leading the project, but don’t forget about everyone who will be using the system.”
Grant: “Exactly! We’ll make sure you as project leads know how to use In-Form, a huge part of a successful adoption process is making sure everyone who will be using In-Form know how to do so confidently. If they don’t feel happy they will revert to type and go back to the old methods, where they feel comfortable.
“There are a number of training videos and PDF resources that we can share with you, that you can pass onto the teams. What we really recommend though, is a ‘train the trainer’ approach. Train up a group of staff (this could be you sharing your knowledge, or arranging a session with me) who are representative of the teams and then they can go on to train all their colleagues.”
Jon: “A lot of this knowledge, particularly the videos and resources will be shared with you post go-live as part of our onboarding process. In the weeks and months after your system is live, we send you helpful tips and advice for using In-Form, which you could share with your teams.”
Cainan: “There’s also our programme of regular webinars too that all staff teams can access free of charge, to help give them an insight into how In-Form works and what it can do. These sessions are designed for both new starters or for those who want a quick refresher on key benefits and features.”
Support: How do you get help with your system?
Jon: “And so then that brings us to the support team! You’ll have access to raise support cases from within your In-Form system. You will have a couple of key contacts overseeing changes and requests within your organisation.
“Sometimes it can be easiest for one person to manage the cases raised so things can be prioritised, sometimes you want colleagues to have easy access so they get a quick result to their query. It’s very much up to you to decide what’s best for your organisation.
“Whatever you decide, the In-Form support team are around Monday-Friday during business hours and are skilled Salesforce (the platform In-Form is built on) consultants who are dedicated to resolving your issues.”
Ongoing: What about the future?
Grant: “As you go forward with your new system, keep the communication and training channels open with colleagues. Have regular check-ins and opportunities for people to learn more about the system and how it’s benefitting your organisation.”
Cainan: “One thing that works really well is evidencing impact. If you’ve won more funding bids because of having better data in In-Form, can better support clients with more rounded information on them, or just want to showcase the wealth of knowledge and information you now have on your clients and services, then talk about it! Regularly showcase this to staff. This way, they’ll know how their work and their time spent using In-Form is having a positive impact ongoing.”
Jon: “And then if you make any large changes to the system, or undertake any development work, then do all of this again! In-Form is here to support your organisation for the long term, and we appreciate your services and processes are always changing.
“For small changes, do still communicate about them to those who it impacts and is relevant for, too.”
Want more information about In-Form?
Get in touch with our sales team.
Want training?
‘Contact In-Form support’ from within your In-Form system.
