Looks like we’re going to be seeing an increasing amount of this in 2011. Farrer & Co say they have selected Intelliteach, “the largest legal-specific outsourced service desk company, to manage its after-hours service desk.”
UK based Legal IT Profs website report the following at…
As part of the agreement, Intelliteach analysts will handle all of the firm?s after-hours support requests, daily between 8PM and 8AM, and 24/7 throughout the weekend. The firm will also utilise IQTrack, Intelliteach?s web-based call tracking system, to monitor ticket volumes and establish support benchmarks.
With almost 200 lawyers working in its London office, Farrer & Co had been looking for a cost effective, yet reliable way to expand its user support coverage beyond the 8AM-8PM support previously offered. In order to meet client demands and remain competitive, more and more firm lawyers were working after hours, on the road, or in their home office, and often on weekends, but all without being able to rely on service desk coverage during those times. Farrer & Co?s small service desk team could not accommodate after-hours coverage so a business case was made to potentially outsource to a specialist provider.
Based on a thorough evaluation process, the firm, led by the Head of IT Neil Davison, selected Intelliteach. ?After reviewing a number of options, we quickly realised Intelliteach would be our preferred choice. Not only are they specialists in legal IT and are exclusively focused on supporting law firms, they presented the best commercial offering, provided the most flexibility, and reassured us that they could deliver the high quality support we expect,? concluded Neil.
According to initial user feedback, Intelliteach support has increased fee earner efficiency based on a speedy and helpful service enabling them to get back to the operational frontline, while minimising time spent on non-billable, IT-related matters.
Neil added: ?The transition to a 24/7 service desk operation has been smooth and pain free thanks to Intelliteach. Most importantly, our users are reassured that any support issues will be solved around the clock and that gives them the confidence to work whenever they choose.?
?We are delighted to further expand our presence in the UK market by partnering with Farrer & Co to provide firm users with after-hours service desk support,? said Lance Waagner, President and CEO of Intelliteach. ?By expanding the service desk to 24/7, Farrer & Co users can feel confident about receiving expert legal application support, whether they need help late at night or on weekends.?