Training and Support

Needles has a longstanding reputation in the marketplace for offering unparalleled support.  We take that reputation seriously and have developed an implementation/training curriculum and ongoing support to walk your firm through each step of the case management journey.  We know how important it is to successfully implement a new software program into a law firm, and we have the skills and experience to ensure your firm has a seamless transition to Needles.

Implementation/ Training

The implementation of your Needles program and your relationship with your trainer begins immediately upon becoming a client.  Your firm will receive a welcome letter and a call from our Director of Training.  We will match your firm with an appropriate Certified Needles Trainer.  This trainer will become instrumental in the implementation of the program at your office.

In order to ensure that your system is properly set up and the correct procedures for handling information are put in place, each new Needles client must undergo initial training and implementation with a certified Needles Trainer.  Your initial training may be conducted in person at your office or at our state-of-the-art Training Facility in Baltimore.  We offer a comprehensive initial training that includes the customization of the program to meet the specific needs of your firm.

Ongoing training and a continued relationship with your Needles trainer is the key to successful use of the program and increased efficiency and profitability for your office.  We encourage our Needles client firms to expand their use of the program beyond the basics.  We offer new employee training, advanced training, document coding training, user-defined report writing training, and much more.  In addition, the Needles program offers a comprehensive user manual and an array of seminars and other educational opportunities.

The Needles Training Team is certified annually at a "Train the Trainer" event.  Each trainer is familiar with the changing legal marketplace and the progress and pitfalls that many firms experience.  Rely on them for individual attention, objective critique, and a level of support unmatched in the industry.

Support

Clients have access to the Needles Technical Support Team Monday through Friday 8:30 am until 5:15 pm Eastern Standard time, and at all other times 24 hours a day by pager for emergency support. When calling during business hours, you will always be connected to a live person and not an automated answering service. In order to ensure that all Needles clients are served promptly, our company policy disallows the use of voicemail.

Your support agreement with Needles includes many valuable features including:

• Access to the Needles technical support team
• All upgrades to the Needles program
• Needles client UserGroup meetings
• Access to the "client only" section of the website, which contains many instructions to common questions about Needles.

Web Training Cancellation Policy: As a general rule, because of pre-training preparations and trainer's time and availability, if a training must be cancelled within 48 hours of the training, there will be a cancellation/change fee for 50% of the full amount of the training session.

Needles Training Cancellation Policy: As a general rule, because of pre-training preparations and trainer's time and availability, if a training must be cancelled within 7 days of the training, there will be a cancellation/change fee for 50% of the full amount of the training session. If a trainer has incurred travel costs due to the cancellation, you will be responsible for the expense.