1. Implementation Best Practices: Tips and Tricks for a Successful Implementation

2. Implementation Best Practices
Andrew King
Andrew King has been with Centerbase since 2003, and has been helping develop Centerbase since it’s first stages as a PC-based CRM application. Today, Andrew serves as the Lead Developer at Centerbase, working closely with Partners and Clients to create the best Centerbase experience possible.

3. Introduction Setting expectations Planning the import
In all stages of an implementation, it is important to make sure that everyone involved (the client, the consultant, and Centerbase) has the proper expectations that line up.
Planning the import
Understanding the current system, documenting the process, and planning the steps that are going to be involved.
Getting data out of their old system
Know what data is needed and what format it needs to be in for an import to Centerbase.
Customizing Centerbase
Setting up Centerbase to ease the transition from one system to another.
Importing
Avoid the pitfalls that can make an import more difficult than it needs to be.  

4. Setting Expectations
Plan the implementation to happen after they have sent out all their bills from the old system for that billing cycle.
Make sure the users stop using their old system before you export. Make it clear to the client that anything added after this will not be brought to Centerbase.
Make sure you generate validation reports at the same time you are exporting. If not, the client will inevitably enter new data and the reports will not match your exported data.
Allow yourself two business days to get the system ready for timekeeping and practice management.
Allow two additional days to get trust and AR balanced before entering new payments and trust.
Leave enough time before they are generating bills for the client to approve their bill template(s).
Don’t try to get workflows going immediately. Get them using Centerbase first, and then add workflows to automate and simplify after the rest is working the way they want.  

5. Suggested Stages of Go-Live
Practice Management and Timekeeping
Start entering payments and trust
Generate bills
Calendar
Documents
Accounting  

6. Document the Implementation
Discuss and document anything that will be hidden or restricted through permissions and security. Start with the idea that everything is viewable by everyone and then decide where restrictions are needed.
Familiarize yourself with Centerbase’s current functionality, so you and the client are not surprised by any features you “thought were there.”
Make sure you have a Committed Enhancement Request signed by John Forbes for any functionality you are promising the client that is not currently in the product.
Produce a checklist of all the things you are doing, milestone dates, and the things you that you and the client agreed you are NOT doing.
The client, the consultant, and Centerbase (if they are involved) should all be aware of the timeline for an import. Determine what stages of the import will require processing by Centerbase and schedule that ahead of time.  

7. Planning the Import
You must be able to open their current program at any time during an import so you can compare side-by- side. This can be done by either restoring a backup to a local copy you have, or getting remote access to a machine that has their program on it. This will allow you to compare the two systems directly, customize Centerbase so it feels familiar, and hunt down any discrepancies in the data.
The best option (when possible) is to do a full billing history import. This will bring in all the details of all bills, entries, payments, refunds, trust, etc. they made in their old system.
If you can’t get this level of information out of the old system or the client won’t commit to that many billable hours, the bare minimum that must be done is bringing in current WIP, AR by matter, and Trust by matter.
Here are some limitations of doing a limited billing import:
Client will have to go to old system to reference older bills and transactions.
Unable to re-send a bill.
Payments to old bills will not allocate to timekeepers and expense codes.

8. Merging Multiple Systems Into Centerbase
Make sure that both systems have a unique key that links the two (such as both having the matter # in a field.) If this is not already present, they will need to enter this information before you can import both systems.
If there are other fields that the two systems share, make sure the client tells you who “wins in a tie.” For instance, which system’s phone number will be the one that is set.
If there is not a unique key to connect the two systems, don’t offer to import both.

9. Getting Data Out of Their Old System
Whenever possible, get the unique ID for each item you are exporting as well as any foreign key / lookup values. For instance, in Time Matters you would want to get the sysid of the Contacts you export, so when you import the Matters, you can use the Contact_ID field on the matter to connect them together.
When you can’t get the system ID for a record, there may be other fields that will work such as Matter # or Bill #. Be cautious when using these and double check the data because these are not always unique, even though they seem like they should be.
Get to know your fellow consultants. There are many consultants that specialize in different systems and offer services to pull detailed data out of them and format them in a way that is compatible with Centerbase. Don’t re-invent the wheel if you don’t have to.

10. Customizing Centerbase
Ease the transition from one system to the other. Customize their forms to be similar to their old system. Feel free to add improvements, but if they are presented with a form that feels similar to what they’ve been using for years, it always makes things easier.
We’ve listened to your feedback. Our new template database has been updated with standard fields that we will be using going forward to reduce how much out-of-the-box customization will be needed when doing implementations. Check what fields are available in the Item Manager before adding new fields to make sure we don’t already have what you need.
Use groups for workflows and security. This allows you to handle people leaving and joining the firm without needing to rewrite everything.

11. Importing General Tips Calendar Contacts Client/Matter Numbering
General Tips
Make sure all items you import have something mapped to the name field. If there is not a field readily available in the spreadsheet that makes sense for the “name” of an item, then you can use Excel to combine multiple columns into a good name.
Make sure if any items have auto-naming setup that your imported name matches the format of the auto-naming. Otherwise the names of their imported items won’t match the format of the items they create in Centerbase.
Calendar
If they are already using Outlook 365, get the activities into Centerbase, clear Outlook 365, and then push from Centerbase so they are synced.
Contacts
Make sure that all contacts that are clients are marked as such, and all other contacts are not marked as “Is Client.”
Use the name field for both individuals and organizations. Use the type field to indicate which they are.
Client/Matter Numbering
Import to the three fields in Centerbase: Client Number, Matter Sequence Number, and Matter Number. Matter Number is the combination of the Client Number and Matter Sequence Number. For instance, the 2nd matter for client 1001 would have a Matter Sequence Number of 002 and a Matter Number of Importing to all three fields will ensure that new matter numbers are generated properly and will allow for better integration with NetDocuments.
Documents
If they are just using a network drive for their documents, do not suggest mapping existing folders to matters. The client can map these as they go.
Beyond Compare is a useful tool for uploading and comparing the old folder structure to Centerbase.

12. Conclusion
Make a good first impression. The implementation is the first impression the client will have of both Centerbase and the consultant they are working with. Making this part go smoothly will go a long way toward building good will.