Billing teams, accounts operators, billing managers

This audience will require in-depth training in the billing process. For international practices, this should also address multi-currency invoicing. Training for this audience would need to be delivered in the classroom with a high level of hands-on practice and consolidation.

Not only should this audience understand billing processes including rate tables, professional disbursements billing, invoice processing, credit control, managing client balances and debt ledgers but they need to have a solid understanding of the matter inception > management >close process.

Risk partners, risk management
team, compliance officers

Training for this audience is very specific and should be tailored. Hands-on practice of running client checks, producing conflict reports and the business process behind addressing any conflicts should be addressed.

In order to do this, we would recommend short session which can be attended by small audiences to ensure business-as-usual activities are covered in the lead up to go live.

Lead secretaries, administrators, secretaries

This training session should provide not only training in the tasks carried out by a secretary but should also provide an overview of what the fee earner will be required to do. Fee earners vary considerably regarding their system usage, with many of their secretaries completing many of the on-system tasks.

This user community will also need an understanding of billing, records management and conflict management. Classroom training with hands-on consolidation and practice would be recommended for this audience.

Management accountants, finance assistants, treasurers

Timing for the training of finance users is paramount and cannot disrupt their end of month/quarter commitments. Your training programme should train on a build which will be familiar to the audience when they go live, introducing walkthroughs using your COA, approval hierarchy and data.

Classroom training is popular with these audiences, however, if the audiences are overseas, modular delivery across WebEx/Skype can be delivered in shorter durations.

HR administrators, HR business partners, line managers

HR works closely with the departmental administrators as well as recruitment. Their core system users are normally the HR administrators who will require hands-on training so they are competent for go live.

Users such as business partners and line manager approvers will not require classroom training but a short session on the core benefits, their role in the process and the functionality they are required to use.