CHALLENGE:
System knowledge concentrated in one individual
This cellular broadband network was using Ironclad for contract management and legal workflows. The technology had been maintained solely by a single administrator who knew the workings of the system. When the administrator exited the organization, the company was left with a fully functional but poorly understood system that had become essential to daily operations.
For the legal team, learning to manage the customized tech was an uphill task without assistance. They primarily needed help with everyday tasks such as modifying workflows, adjusting security settings, generating reports, and creating templates. They wanted support with these tasks without the overhead of hiring a full-time resource. While looking for a solution that could address immediate operational needs, they partnered with Spaulding Ridge.
SOLUTION:
Support processes while documenting to reduce reliance and improve efficiency
We came forward with a managed services approach to act as an extension of the organization’s internal team. This approach provided both ongoing support and a structured enablement program designed to empower users. The solution included:
On-demand administrative support
We established a dedicated support structure that allowed the team to address day-to-day system issues and minor enhancements. Through the course of the engagement, we had regular weekly sync meetings where team members could raise questions, request changes, and collaboratively resolve challenges in real time.
Enablement-focused delivery:
Our focus was not just to execute tasks but to empower the team to use the system independently. Our team demonstrated how to modify workflows, explained security configurations, guided users through report generation and filter selection, and assisted with template creation. This hands-on approach ensured that each interaction served as a learning opportunity, helping the team build confidence and capability over time.
Creation of structured documentation:
To truly enable the team to rely less on external support, we developed two comprehensive documents they could refer to whenever they needed to execute a task. These included:
- Admin FAQ guide: Designed specifically for system administrators, covering common tasks and troubleshooting steps. It serves as a quick-reference resource that enables admins to resolve issues efficiently and reduce dependency on external support.
- End-user guide: Created to empower broader users to perform routine actions without the need for external support. It provides clear, step-by-step instructions that help users confidently navigate the system and complete common tasks on their own.
These resources provided clear, step-by-step instructions that teams could reference independently.
Scalable support model:
Our managed services model offered flexibility, allowing the organization to receive support proportional to its needs. Since system demands were relatively moderate, this approach provided an optimal balance. The team had reliable support to help with everyday tasks and learn without the cost of maintaining a full-time administrator.
RESULTS:
A self-enabled team with a better understanding of Ironclad and strong documentation for reference
The organization successfully transitioned from dependency on a single administrator to a more resilient and self-sufficient operational model.
Key outcomes
- Improved operational efficiency: Routine tasks such as report generation and workflow updates could be completed internally, reducing turnaround time and reliance on external support.
- Increased team confidence: Through hands-on training and documentation, team members gained a clearer understanding of the system and how to manage it effectively.
- Reduced support dependency: The availability of FAQs and guides minimized repetitive queries and enabled quicker issue resolution.
- Enhanced knowledge retention: Institutional knowledge was documented and retained, reducing risk associated with employee turnover.
- Cost-effective resource management: The organization avoided the need for a full-time administrator while still maintaining access to expert support when required.
Ultimately, the combination of managed services and enablement ensured the continued stability of the system and empowered the organization to take greater ownership of its operations.
