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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.
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:
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.