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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.
The initial pilot project includes a software upgrade project which will roll out over the course
of the second half of this year. Intelliteach will work hand-in-hand with Eversheds’ on fielding all
"how to" and "how do I" user questions specific to the upgrade.
"Eversheds has a keen focus on and reputation for innovation, and we are constantly looking for
new ways to ensure we provide client service excellence on all levels. A specialist legal IT Supplier
like Intelliteach is in an ideal position to deliver innovative support. We look forward to working
together over the coming months," noted Paul Caris, Eversheds CIO.
According to Michael Gladwin, the firm’s Head of Service Delivery, introducing new technologies to
firm users typically results in an initial increase of service desk calls and a related learning curve.
"When talking with Intelliteach, we really liked the fact that their sole focus is law firm service desk
work and that they are accustomed to interacting with legal users and handling unique legal workflows.
Beyond being a very likeable group, they have established clients stateside that have gone through similar
technology upgrades so that provides us with a knowledge base and support benchmarks we can lever right
from the outset."
"We have worked incredibly hard to earn the trust and respect of all of our clients and are very proud
to include a global law firm leader such as Eversheds to our roster," stated Lance Waagner, President and
CEO of Intelliteach and former large law firm CIO. "We opened our London office to better serve the
needs of an increasingly global law firm community and are excited to welcome Eversheds as an ‘early adopter’.
Based on our support of 80,000 law firm users and providing answers to 50,000 legal application questions
every month, we feel confident about expertly supporting Eversheds and its service desk needs."
Atlanta-based Intelliteach, which is 100% dedicated to the law firm market, has over 110 dedicated law
firm software service desk experts. The company provides dedicated 24/7 coverage via various service help desk
support options including Complete Service Desk Outsourcing, After-Hours Support, and Overflow Support.
Intelliteach opened a dedicated London office in December 2009.
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About Eversheds LLP
Eversheds LLP and its worldwide offices have over 4,500 people who provide services to the private and public
sector business and finance community. Access to all these services is provided through 47 international offices
in 29 jurisdictions. Eversheds combines local market knowledge and access with the specialisms, resources and
international capability of one of the world’s largest law firms.
About Intelliteach
lntelliteach is a legal specific service desk company that currently supports over 80,000+ law firm users in
20 countries including 30+% of the AmLaw 200. The Atlanta-based company first started serving the legal
community in 1999 and is fully staffed to handle all legal software support questions, as well as first-level
networking issues. Intelliteach offers need-based support options including Complete Service Desk Outsourcing
(live user support 24/7/365); After-Hours Support (extends the internal law firm service desk with additional
coverage at night and on weekends); and Overflow Support (provides call assistance on an as-needed basis.).
Intelliteach opened a dedicated London, UK office in December 2009. For more details, go to
www.intelliteach.co.uk.
Click here for the release in PDF format.
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.
DRM, which serves 142 users in five offices throughout Vermont, was already using Intelliteach’s IQTrack help
desk software prior to exploring outsourced options. The regional firm approached Intelliteach after its internal
help desk staffer departed and intense recruiting for a legal specialist was not yielding any results. Also, based
on the fact that the firm’s users were used to a high level of support, finding “just anyone with tech knowledge”
was not an option.
After initially investigating Intelliteach’s after-hours service last summer, DRM opted to go full time with Intelliteach
late in 2009 and was up and running by late January. Over the last two months, Intelliteach has handled all level 1 support
issues and earned 90+% client satisfaction scores with DRW users.
“Outsourcing to Intelliteach is really a “no brainer”, especially for smaller, regional firms who don’t have a sizeable
help desk staff, or are struggling to recruit and retain legal IT talent in a smaller market,” noted Karen Davis, DRM’s
IT Director. “We found that the IQTrack help desk ticketing software, which we purchased as a standalone application a few
years ago, truly gave us a better sense of support call volumes and ticketing patterns. As a result of having these reports
and metrics, we quickly determined that we not only needed after-hours support but would be better off outsourcing the
entire help desk function. Prior to partnering with Intelliteach, the firm battled to satisfy its users through an internal
help desk that struggled to master and support all necessary legal applications and could not provide true around the clock
business continuity. Further to our delight, we were stunned by how cost effective the complete Intelliteach solution was,
even when compared to “just” after-hours support proposals from other vendors.”
DRM has cited the following benefits and advantages provided by Intelliteach:
- More visibility and accountability through IQTrack: Tracking support tickets and organizing the support call-resolution process via a system like IQTrack has provided DRM more help desk visibility and accountability by knowing the volume of tickets opened, problem types and frequency, and the speed of resolution;
- 24/7 support has provided business continuity which is critical, especially for smaller, understaffed firms;
- Outsourcing help desk duties to expert legal analysts has alleviated recruiting issues and future investment in finding qualified candidates;
- Reduced support staff stress levels and improved users mood and ability to serve firm clients;
- Ability to leverage the know-how and application expertise of Intelliteach analysts and tap in to the vast knowledge base at their disposal;
- Improved internal documentation and reporting around applications and user support;
- Saved money versus what it would cost to staff internally and even outsource overflow to other vendors.
“Our outsourced service desk offering for the law firm market is extremely versatile and flexible as evidenced by how we
are assisting DRM,” said Lance Waagner, President and CEO of Intelliteach and former large law firm CIO. While many smaller
firms might be satisfied with an IQTrack-type support call tracking software, others are looking to further streamline their
user support function, and as such are experimenting with outsourced after-hours support, overflow or in DRM’s case, complete
outsourcing.”
Atlanta-based Intelliteach, 100% dedicated to the law firm market, assists with over 50,000 legal software and hardware
questions per month and has over 110 dedicated law firm software service desk experts. Intelliteach provides dedicated 24/7
coverage via various service help desk support options including Complete Service Desk Outsourcing, After-Hours Support, and
Overflow Support.
For more information, visit www.intelliteach.com.
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About Downs Rachlin Martin PLLC
DRM is a full-service law firm with more than 60 attorneys and offices in Vermont, New Hampshire and New York.
DRM provides legal services to local, national and international clients in practice areas that include bankruptcy
and business restructuring, business law, captive insurance, energy and telecommunications, family law, health law,
intellectual property, labor and employment, litigation, real estate and land use, environmental law, tax law and trusts
and estates. The firm also represents clients in legislative, regulatory and public affairs. DRM is the Vermont member of
Lex Mundi, the world's leading association of independent law firms.
About Intelliteach
lntelliteach is a legal specific service desk company that currently supports over 80,000+ law firm users in 20 countries
including 30% of the AmLaw 200. The Atlanta-based company first started serving the legal community in 1999 and is fully
staffed to handle all legal software support questions, as well as first-level networking issues. Intelliteach offers
need-based support options including Complete Service Desk Outsourcing (live user support 24/7/365); After-Hours Support
(extends the internal law firm service desk with additional coverage at night and on weekends); and Overflow Support
(provides call assistance on an as-needed basis.). Intelliteach opened a dedicated London/UK office in December 2009.
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.
Intelliteach is providing the firm with complete, 24/7 helpdesk support by providing the internal law firm desk with additional
coverage at night and on weekends. Before rolling over after-hours calls (from 6PM to 8AM) to Intelliteach, Shipman & Goodwin
worked closely with the vendor to review network setups, support protocols, and escalation procedures. In addition, Intelliteach’s
implementation manager was brought in to oversee user training and produce documentation leading to a smooth after-hours transition.
“Prior to selecting Intelliteach, I was familiar with their outsourced service desk expertise as well as their reputation and track
record in the legal market,” stated Peter Lok, CIO, Shipman & Goodwin LLP. Once we switched our 24X7 support over to Intelliteach,
from a previous company with no legal expertise, the difference was night and day. Our users are now happy knowing they can get the
support they need when they need it. Our in-house IT staff is no longer burned out troubleshooting user support calls, and with the help
of the IQTrack ticketing software, we can accurately track call volumes and provide detailed reporting.”
The key factors integral to Shipman & Goodwin’s decision to choose Intelliteach included:
• Expertise with legal-specific applications and systems (exceeds 200 applications);
• Intimate knowledge of law firm operations and workflows which are critical to serving legal users;
• Understanding of lawyers’ dependence on technology;
• Focus on keeping the firm’s users up and running and able to deliver timely client service, 24/7, 365;
• Ability to enter all user support calls into one, easy to use, web-based interface and track ticket volumes and user satisfaction.
“Everything Intelliteach does is tailored to address the support needs and requirements of law firm users. This laser focus on legal is
viewed as an asset by many of our clients including Shipman & Goodwin and re-assures them that their users will receive the best and most
reliable helpdesk support possible,” said Lance Waagner, President and CEO of Intelliteach and former large law firm CIO.
Atlanta-based Intelliteach – which is 100% dedicated to the law firm market - assists with over 50,000 legal software and hardware questions
per month and has over 110 dedicated law firm software service desk experts. Intelliteach provides dedicated 24/7 coverage via various service
help desk support options including Complete Service Desk Outsourcing, After-Hours Support, and Overflow Support.
For more information, visit www.intelliteach.com.
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About Shipman & Goodwin
With more than 135 lawyers practicing from offices in Hartford, Stamford, Greenwich and Lakeville, Connecticut, Shipman& Goodwin has experience
in a number of industry sectors, including education, government, financial services, health care, non-profit organizations, emerging and middle
market companies, real estate development, energy and telecommunications, franchising, retail, and software and IT. The firm was named as one of
the Best Places to Work in Connecticut in 2009.
About Intelliteach
lntelliteach is a legal specific outsourced service desk company that currently supports over 80,000+ law firm users in 20 countries including 30%
of the AmLaw 200. The Atlanta-based company first started serving the legal community in 1999 and is fully staffed to handle all legal software
support questions, as well as first-level networking issues. Intelliteach offers need-based support options including Complete Service Desk
Outsourcing (live user support 24/7/365); After-Hours Support (extends the internal law firm service desk with additional coverage at night
and on weekends); and Overflow Support (provides call assistance on an as-needed basis.). Intelliteach opened a dedicated London, UK office
in December 2009.
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.
Frost Brown Todd first turned its service desk over to Intelliteach in January and since the
switch has noticed faster support response times, quicker issue resolution, and a very
happy user base. “Intelliteach obviously understands legal and legal service desks, and as a
result hit the ground running,” said Paul Bromwell, Chief Information Officer, Frost Brown
Todd LLC. “We are increasingly focused on leveraging technology and IT resources to
help our firm be more competitive and better serve our clients. Our decision to hand-off all
“level 1” internal service desk support duties to a reputable vendor such as Intelliteach
underscores this strategy. We are not in the service desk business, so why not outsource
this to a trusted legal partner so IT can focus more on effectively providing technology
tools and services for the practice of law and less on run of the mill problem resolution.”
Focus on strategic IT initiatives
Frost Brown Todd’s decision to outsource functions such as service desk and facilities
management to competent third parties helps the firm focus its in-house resources on
strategic projects, practice automation and overall service improvements.
Prior to bringing Intelliteach on board, Frost Brown Todd was periodically faced with
staffing issues on the service desk due to the additional support requirements of large scale
technology rollouts and merger related firm growth.
“Typically, just at the time when the call load was at the highest level, the resources to
handle the calls were moving to lower levels. For example, during large scale software
rollouts our service desk staff would also provide related training and therefore be
unavailable for the inevitable rise in service desk call loads. Of course we could always bring
in outside temporary help, but given the economy that wasn’t always possible. The result;
we were spending a very high percentage of our resources dealing with these issues
instead of focusing on work that was strategic to the firm. Not only is Intelliteach providing
24/7 professional grade law firm service desk support services but they are responsible for recruiting
new helpdesk staffers as well as handling the additional call load related to the firm’s
technology rollouts. This leaves our internal IT group focused on helping our attorneys,
paralegals and support staff make the best use of our technology,” stated Bromwell.
Tracking & measurement
Frost Brown Todd also uses IQTrack, Intelliteach’s powerful call tracking system. All calls
are entered into the system and tracked until completion, including calls escalated to the
in-house staff. Each closed call generates an email to the caller containing a survey
asking them to rate their experience.
“With returns on over 25% of the service desk calls, the satisfaction numbers for the first two
months of service are very good at 86.5% “excellent”, 11% “good”, 1.5% “fair” and 1.5%
“needs improvement”. The reporting system also allows us to analyze our call load in
detail and identify opportunities for improvements that will raise the quality of service while
reducing the number of calls. The interplay between our in-house staff and Intelliteach
leads to continuous improvement. Each escalated call is analyzed by our in-house group
to determine if it could be handled by Intelliteach given the necessary information or
training. If the answer is yes, we provide the necessary details which are entered into the
Intelliteach knowledge base for future reference,” adds Bromwell.
“Intelliteach is 100% focused on law firms so we are able share our knowledge base of
over a decade of legal service desk support with firms such as Frost Brown Todd,” said
Lance Waagner, President and CEO of Intelliteach and former large law firm CIO. “At the
end of the day, it boils down to core competencies- ours is delivering the highest quality of
outsourced law firm user tech support. That’s our sole focus and thus enables our clients
to provide its users and clients with true strategic support and advice.”
Atlanta-based Intelliteach – which is 100% dedicated to the law firm market - assists with
over 50,000 legal software and hardware questions per month and has over 110
dedicated law firm software service desk experts. Intelliteach provides dedicated 24/7
coverage via various service service desk support options including Complete Service Desk
Outsourcing, After-Hours Support, and Overflow Support.
For more information, visit www.intelliteach.com.
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About Frost Brown Todd
With over 475 lawyers across mid-America, Frost Brown Todd offers a deep, talented roster of
legal professionals covering commercial transactions and real estate; business and corporate law;
environmental; intellectual property; labor and employment; litigation; and business succession
planning. The firm operates throughout 9 offices in five states including Kentucky, Ohio, Indiana,
Tennessee and West Virginia.
About Intelliteach
lntelliteach is a legal specific service desk company that currently supports over 80,000+ law firm
users in 20 countries. The Atlanta-based company first started serving the legal community in 1999
and is fully staffed to handle all legal software support questions, as well as first-level networking
issues. Intelliteach offers need-based support options including Complete Service Desk
Outsourcing (live user support 24/7/365); After-Hours Support (extends the internal law firm service
desk with additional coverage at night and on weekends); and Overflow Support (provides call
assistance on an as-needed basis.). Intelliteach opened a dedicated London/UK office in
December 2009.
Click here for the release in PDF format.
Leading legal service desk company assembles dedicated staff specifically for UK
and international law firms
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.
Atlanta-based Intelliteach – which is wholly dedicated to the law firm market - assists with
over 50,000 legal software and hardware questions per month and has over 100
dedicated law firm software service desk experts. The new London office setup provides
an easily configurable workspace enabling the company to ramp-up headcount based on
the UK firms’ potential service needs. Intelliteach is currently hiring additional service desk
specialists and aims to have a team of five full-time staff up and running by the end of
December.
“Intelliteach currently supports over 80,000 law firm users in 20 countries including many
in the UK,” stated Lance Waagner, President and CEO of Intelliteach and former large law
firm CIO. “Since starting our business 10 years ago, we have exclusively focused on
providing a 24/7/365 service desk specific to the needs of law firm end-users. Our current
move to London supports this mission and should nicely complement our existing UK
business which started with our first London office client in 2004.”
Law firms that had IT staff reductions (according to ILTA’s 2009 IT Staffing Survey)
indicated that 50% of the cuts were in the helpdesk/service desk area. Because firms are
being challenged to ‘do more with less’, they are leveraging technology, reorganizing staff
and outsourcing services such as the legal service desk to established providers.
Outsourcing to companies like Intelliteach has provided global law firms with tangible
benefits and business advantages including:
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Seamless 24/7/365 software support: While many firms are challenged by managing
their service operation with an 8 hour staff, Intelliteach extends their capabilities to
provide complete 24/7 software support to staff across all geographies.
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Predictable costs and pricing model: Firms can proactively control costs by relying on
predictable and transparent service desk outsourcing fees.
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Manage service levels: In addition to around the clock support, Intelliteach can help
firms manage overflow situations, especially critical with upgrades and conversions, or
understaffing scenarios based on staff’s extended leave of absence or time off.
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Unmatched knowledge and expertise of legal software applications and software tools:
Intelliteach supports over 200 legal software and business applications, including
many software programs specific to the UK market.
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Measurable support service metrics and benchmarks: Intelliteach provides its clients
with ITIL best-practices, industry leading Service Level Agreements, and law firm
benchmarking using its proprietary call ticketing and workflow management system
IQTrack.
According to Sherry Bevan, Intelliteach’s UK Business Manager and former Global
Services Manager for McDermott Will & Emery, Intelliteach’s legal service model works
well in the UK market: “UK firms are in the same boat as other global operations in terms
of cutting costs and leveraging existing resources, and are very much open to looking at
outsourcing models to help their business. Intelliteach, which provides all the software
expertise and application know-how firms expect, has already proven locally that it can
add value to firms’ service desk operations while offering affordable alternatives to 24/7
user support.”
Click here for the release in PDF format.
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.
Over the last 20 years, Ms. Bevan has held senior service management roles within the
global law firm, financial, and management consulting area. Prior to joining Intelliteach,
she spent 10 years with McDermott Will & Emery UK LLP, a 2,300 user Global 100 law
firm, fulfilling various IT management and service positions. Upon being promoted to
serve as McDermott’s Global Customer Services Manager in 2005, she was responsible
for firm-wide quality assurance, IT communications and training, as well as global 24/7
service desk support, including working with outsourced provider Intelliteach. Before
McDermott, she was Arthur Andersen’s UK Tax & Legal Technology Support Manager,
responsible for all aspects of IT services for the chartered accountants’ UK Tax & Legal
Practice.
“Sherry has always impressed me – as a client, legal subject matter expert, and now
colleague and I could not be more pleased to have her lead our UK operations,” stated
Lance Waagner, President and CEO of Intelliteach.
Ms. Bevan is a regular speaker at legal conferences and IT events and a founding
member of the UK Document Excellence Group (UKDEG), a not-for-profit user group
established in 2004 by like-minded individuals working for law firms challenged with
document production issues.
“I am delighted to help Intelliteach expand into the UK market and truly demonstrate our
commitment to providing top notch service desk support to UK’s leading law firms,” stated
Ms. Bevan. “My previous experience as an Intelliteach client will be very useful in helping
UK firms plan their service desk outsourcing strategy and best address their cost cutting
priorities.”
Atlanta-based lntelliteach is a legal specific service desk company that currently supports
over 80,000+ law firm users in 20 countries. The company first started serving the legal
community in 1999 and is fully staffed to handle all software support questions as well as
first-level networking issues.
Click here for the release in PDF format.
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