From Proclaim to Actionstep
Case study: Walker Foster Solicitors
Maxine S.Heppenstall | Managing Director
From Proclaim to Actionstep
Why Walker Foster moved to Actionstep
Walker Foster Solicitors had used Proclaim for years. As the firm grew across multiple sites, it needed better integration with its other systems, simpler processes and stronger reporting.
The firm chose Actionstep, and Nexian handled moving the firm’s data across, setting up the system, testing and training.
Involving staff from day one
For Managing Director Maxine Heppenstall, the firm’s people and culture have always been a priority. A new practice management system (PMS) meant managing big change without losing the culture the firm had worked hard to build.
A new system affects almost everyone in a law firm. From opening matters and preparing documents to managing day-to-day tasks, familiar processes can change considerably.
“The biggest lesson for me is that changing a PMS is every bit as much about people as it is technology.”
The firm set up a working group and involved staff from the start, through demonstrations, input from each department, testing and training. Teams helped shape how the system would be used instead of having new processes handed to them.
From client-centric to matter-centric
Proclaim is built around the client. Actionstep is built around the matter, so documents, tasks, time and billing all sit under the matter. That difference meant looking again at how each department worked, rather than copying the old setup across.
People had relied on Proclaim for years, so it took time to adjust.
Involving staff from day one
For Managing Director Maxine Heppenstall, the firm’s people and culture have always been a priority. A new practice management system (PMS) meant managing big change without losing the culture the firm had worked hard to build.
A new system affects almost everyone in a law firm. From opening matters and preparing documents to managing day-to-day tasks, familiar processes can change considerably.
“The biggest lesson for me is that changing a PMS is every bit as much about people as it is technology.”
The firm set up a working group and involved staff from the start, through demonstrations, input from each department, testing and training. Teams helped shape how the system would be used instead of having new processes handed to them.
From client-centric to matter-centric
Proclaim is built around the client. Actionstep is built around the matter, so documents, tasks, time and billing all sit under the matter. That difference meant looking again at how each department worked, rather than copying the old setup across.
People had relied on Proclaim for years, so it took time to adjust.
What Maxine would do differently
Lessons learned along the way
Two stages of the project matter most here. The build is when Nexian’s consultants set Actionstep up around how the firm works, such as matter types, workflows, documents and billing. User acceptance testing (UAT) is when the firm’s own staff try the system on real examples of their work, in their own roles, and report anything that doesn’t work. The point is to find and fix problems before go-live, the day the firm switches over, and to help staff see how the new system will change their own roles.
Maxine is open about what she would change. She would allow more time for both, and put more weight on testing and training for each role, so staff have time to practise and feel confident before go-live.
“If I was doing it again, I’d allow much more time for the building phase and UAT and put more emphasis on role-specific testing and training.”
She also stresses communication. Staff need to understand why the change is happening, have the chance to raise concerns, and feel supported once the new system goes live.
Go-live is just the start
After go-live
Walker Foster went live with Actionstep in April 2026. Go-live was the start of using the system, not the end of the project, and the firm has kept refining its processes and how it uses the platform.
“There have inevitably been some frustrations and things we’ve had to work through, but we’ve learned a lot along the way and we’re still developing how we use the system to get the best from it.”
That fits how Actionstep works. It is updated regularly, with new functionality released throughout the year, so the system a firm goes live with keeps getting better. Firms that get the most from it keep up with those releases, try what is useful and keep improving how they work
Involve Staff
Involve staff from the start, through a working group, demonstrations and input from each department.
Click & Drag Cards for more >
Allocate Time to Test
Test & Train Each Role
Keep Actionstep Updated
Ongoing Support
Professional Support plan for actionstep
What's included
Workflow Development
Our service analysts and consultants provide guidance to your staff on how to use the core functions of the Actionstep system.
Document Coding
Ensuring the workflows that have been developed by Nexian or others operate effectively.
Tech Skills Assessment
Our legal cashier experts can support your team in any tasks undertaken within the Actionstep system.
Legal Process Analysis
Our service analysts help resolve issues with the core functions of your Actionstep system.
Report Development
Our analysts can help you resolve any problems with your suite of Actionstep reports.
Precedent Maintenance
Our analysts and advisors can provide advice on the capabilities of the Actionstep system and the tools that integrate into it.
Let's talk
Running Proclaim and wondering what's next?
Whether you’re looking to get more from Proclaim or considering what a move to Actionstep could look like, we’ll help you understand your options. Book a no-obligation discovery call and get an honest view of what makes sense for your firm.