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Delivering Consistent Service Desk Support to a West Coast Law Firm

Legal | Support Services

A mid-size law firm turns to TEKsystems for quality support services.

Founded in 1965, the client is a West Coast-based law firm that serves corporate clients in a variety of industries, including consumer goods, energy, financial services, healthcare, media and technology. With about 450 attorneys and consulting professionals in eight offices, the firm’s major practice areas include antitrust, entertainment, government and regulatory, litigation, real estate and venture capital. TEKsystems has supported the client since March 2010.

Adobe, CIMS, Citrix, CutePDF, DeltaView, Diskeeper Pro, DocXTools, E-Policy Agent, Firm Website, iManage, IXOS, LegalFax, LEXIS, LiveNote, Mailroom, MacPac, MetaData Assistant, Microsoft Office, NetMeeting, PGP, PIM Sync / Vision, PS Ship, QuickView Plus, RoomTracker, RightFax, RollCall, TimeKM, US Court Forms-ALN Toolbar, Visio, Westlaw, WinZip, WordPerfect, ZenWorks / TS Census
The client had utilized an internal help desk to support approximately 800 users. The client’s help desk had not reached desired quality standards and experienced significant issues with turnover, resolution rates, reputation among users and a lack of visibility into performance measures and analytics. With difficulty sustaining team improvement, the client required a partner that could provide a consistently effective model and desired service levels at a competitive price. With several projects in the pipeline, the client also required a vendor with expertise in the legal space and the ability to scale quickly in response to peak support levels. Due to our extensive past performance in legal support services, the client chose to partner with TEKsystems.

TEKsystems recruited and onboarded a dedicated 24x7x365 service desk team located off site in Baltimore including a core team of five and a flexible team of 10. To avoid interruption to the users, TEKsystems implemented a smooth transition from the existing team to the new team, including training, documentation and SLA creation.

The following steps were taken to ensure the success of the new service desk team:

  • Transition – Helped build a successful team and facilitate a smooth implementation through effective discovery and knowledge transfer processes
  • Stabilization – Established support consistency by working with client leadership to monitor and evaluate resource performance and validate service levels
  • Steady State – Provided ongoing service evolution and continuous performance improvements

As a result of our support services, the client has a dedicated support service desk delivering consistent service to its users with performance measures to drive quality outcomes and improve user productivity. Due to our proven law firm support experience, the client’s greatest return on investment is experienced through fewer call escalations and second-tier support needs.

While it initially had concerns about utilizing a remotely located service desk three time zones away, the client is now confident that it receives a high level of attention and visibility from TEKsystems leaders in locations across the U.S. including the client’s headquarters in Los Angeles.