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Atlanta, GA – January 9, 2012 – Arnall Golden Gregory LLP, an Atlanta-based 150-attorney law firm,
has selected Intelliteach, the only dedicated law firm-specific outsourced service desk company, to manage
its complete law firm help desk, including overflow and after-hours user support.
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New York, November 1, 2011 - Pro Bono Net, a nonprofit leader in innovative programs that increase access
to justice, today announced that Intelliteach, the only dedicated law firm-specific outsourced service desk company,
has joined its sponsorship program. Intelliteach is the global leader in 24-hour service desk support for
legal professionals.
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Atlanta, GA – October 31, 2011 – Stradley Ronon Stevens & Young, LLP, a Mid-Atlantic
200 attorney law firm, has selected Intelliteach, the only dedicated law firm-specific outsourced
service desk company, to provide Afterhours helpdesk service in addition to the IQTrack call tracking
software previously purchased in 2010. The arrangement includes day-to-day Afterhours user support from
9PM to 7AM and 24/7 coverage on weekends and holidays.
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Atlanta, GA – October 24, 2011 – Burr & Forman LLP, a Southeast-based 250 attorney law firm,
has selected Intelliteach, the only dedicated law firm-specific outsourced service desk company,
to manage its complete law firm helpdesk. The agreement includes day-to-day user support as
well as 24/7, 365 support for the firm’s 550 users across its network of 8 offices.
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Atlanta, GA and London, UK – October 20, 2011 – IBB Solicitors, West London’s leading
law firm with 160 users, has selected Intelliteach, the only dedicated law firm-specific
outsourced service desk company, to manage its complete service desk including day-to-day
user support as well as after-hours coverage encompassing after business hours and weekends.
Since transitioning to Intelliteach in early 2011, the firm has reduced overall call volume
by being able to identify problem trends and therefore resolve underlying issues. IBB Solicitors
is Intelliteach’s first full time outsourced service desk engagement in the UK.
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Atlanta, GA, September 20, 2011 –Intelliteach, the only dedicated law firm-specific
outsourced service desk company, today announced the availability of the 2nd edition of the
‘Guru Guide’, a complimentary published report aggregating independent law firm user support
and service desk statistics and metrics. The updated Guru Guide provides unique benchmark
data relating to the most supported legal applications as well as service desk staffing and
service quality ratios pre and post software conversions, among others.
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Atlanta, GA, August 31, 2011 –Intelliteach, the only law firm-specific outsourced service desk
company, today announced that CEO Lance Waagner has been recognized by the International
Legal Technology Association (ILTA) with a 2011 Distinguished Peer Award for outstanding
achievements in the category for “Vendor Thought Leadership.” This was the second year of the
annual awards program, and ILTA was pleased with the number and diversity of nominees
across several categories. ILTA’s Distinguished Peer Award program recognizes premiership and
provides a forum for peer-nominated, peer-judged innovations in technology. Recipients were
presented their awards during the annual award ceremony on August 25 in conjunction with
ILTA’s annual educational conference, ILTA 2011, held in Nashville, Tennessee.
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Atlanta, GA, August 12, 2011 –Intelliteach, the only law firm-specific outsourced service desk
company, today announced its ILTA 2011 Conference program and outreach. The company,
which has been an ILTA vendor partner for over a decade, will be releasing the 2nd edition of its
popular ‘Guru Guide’ legal helpdesk metrics report; is sponsoring Monday’s annual ‘Fun Run’ as
well as ILTA’s new mobile application; has CEO Lance Waagner presenting an ILTA session on
service desk management; and will be attending Thursday night’s Distinguished Peer Awards
dinner to support Lance Waagner’s short-list nomination for the inaugural ‘Vendor Thought
Leadership’ award.
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Atlanta, GA– February 7, 2011 – Farrer & Co, a 380 user London-based firm, has selected
Intelliteach, the largest legal-specific outsourced service desk company, to manage its after-hours
service desk. As part of the agreement, Intelliteach analysts will handle all of the firm’s afterhours
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.
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Atlanta, GA– February 2, 2011 – Kasowitz Benson Torres & Friedman LLP (KBT&F),
a New York City-based national law firm specializing in complex, highly sophisticated litigation,
has selected Intelliteach, the largest legal-specific outsourced helpdesk provider, to handle its
overflow and after-hours user support. Intelliteach now provides first-line, level 1 support to
the firm’s 650 users across 5 offices converting it to a complete 24/7 helpdesk operation.
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Atlanta, GA– January 11, 2011 –Intelliteach, the largest legal-specific outsourced service
desk company, today announced the availability of a complimentary published report
aggregating independent law firm user support and service desk statistics and metrics.
The 20 page report, “User Support Guru Guide: Legal Helpdesk Metrics & Key
Performance Indicators” (Guru Guide), provides unique benchmark data relating to the
most supported legal applications as well as helpdesk staffing and service quality ratios
pre and post software conversions, among others. Intelliteach CEO Lance Waagner will
be presenting the highlights of the Guru Guide findings as part of an ILTA educational
roadshow reaching over 30 cities in the U.S., Canada, the UK and Ireland within the next
four months.
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Atlanta, GA– October 28, 2010 – Arent Fox, a 350 attorney firm with offices in Washington, DC, New York City,
and Los Angeles, has selected Intelliteach, the largest legal-specific outsourced service desk company,
to manage its helpdesk. As part of the agreement, Intelliteach analysts will handle 100% of the firm’s ‘level 1’
user support calls including after-hours (24/7) coverage, and overflow support typically associated with major
application upgrades. The firm will also use Intelliteach’s IQTrack web-based call tracking system to monitor
ticket volumes and address trending support issues and develop targeted training initiatives.
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London, UK – July 8, 2010 – Eversheds LLP, one of the largest and most progressive global
corporate law firms, today announced it has selected Intelliteach, the largest legal-specific
outsourced service desk company, on a pilot basis to assist with a Microsoft Office 2007 software
upgrade. This is the first Intelliteach client agreement with a UK headquartered international
law firm, and adds to the service desk support which the IT firm already provides to 18 large
US-based firms with UK offices.
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Atlanta, GA– May 3, 2010 – Downs Rachlin Martin PLLC (DRM), a 60+ attorney Vermont-based law firm,
has selected Intelliteach, the largest legal-specific service desk company, to manage its help desk.
As part of the arrangement, a team of Intelliteach analysts handles 100% of the firm’s initial (“level 1”)
user support calls, provides after-hours (24/7) coverage, and uses its IQTrack web-based call tracking system
to monitor ticket volumes and address support bottlenecks.
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Atlanta, GA– April 16, 2010 – Shipman & Goodwin LLP, a Connecticut-based law firm, has selected Intelliteach,
the largest legal-specific outsourced service desk company, to handle after-hours user support for its 309 employees,
including 135 lawyers. The firm is also using IQTrack, Intelliteach’s web-based call tracking and ticket reporting system.
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Atlanta, GA– February 25, 2010 – Frost Brown Todd LLC, a 950 user, 9 office US law
firm, has selected Intelliteach, the largest legal-specific service desk company, as its
legal service/help desk outsourcing partner. Intelliteach is providing the firm with
complete, 24/7 service desk support including web-based ticket tracking and 100% coverage
of firm users’ “level 1” technical support questions.
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London, United Kingdom– December 7, 2009 – Intelliteach, the world’s largest legal
specific service desk company, has opened an office on Leadenhall Street in the heart of
London within close proximity to the leading London-based ‘Magic Circle’ firms.
Intelliteach, which already supports the UK offices of 18 large law firms, will offer UK law
firm staff dedicated 24/7 coverage via various service service desk support options including
Complete Service Desk Outsourcing, After-Hours Support, and Overflow Support.
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Intelliteach, the world’s largest legal
specific service desk company, today announced the appointment of Sherry Bevan as
Business Manager for the company’s recently opened London office. Ms. Bevan, who has
over 20 years of experience in the legal service and technology support arena, will be
responsible for day-to-day management of the London office including recruitment,
staffing, liaising with Intelliteach’s global headquarters in Atlanta, and serve as the lead
contact on all UK client accounts.
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