As part of the agreement, Intelliteach analysts are handling 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. Prior to making the full-service ‘switch’, Burr & Forman was already utilizing Intelliteach ‘After-
According to David Michel, Burr & Forman’s chief information officer, the decision to consider a complete outsourced helpdesk scenario was accelerated by a few key factors. “Properly staffing a firm’s helpdesk with experienced and dedicated analysts is a constant challenge and one that we struggled with as well. Prior to Intelliteach, we were already understaffed and about to lose a team member to another department so transitioning to a legal-only, dedicated helpdesk operation made sense. In addition, last winter many of our offices were hit with a major snow and ice storm so we were challenged to provide adequate user support during the nearly week-long outage. Intelliteach specializes in keeping firms running during disasters and has a long track record of providing helpdesk business continuity. Intelliteach’
Once the decision was made to outsource all helpdesk functions to Intelliteach, the switch quickly took shape. “We already knew the Intelliteach analysts and they understood our requirements and expectations,”
According to CIO Michel, one of the keys to a seamless transition from the firm’s after-hours service to using Intelliteach full-time was their knowledge of the law firm environment and experience in dealing with dozens of firms very similar to Burr & Forman. “The most important aspect of helpdesk support in the legal vertical is knowing who you are dealing with and making sure the technicians understand the user base and their unique needs. Intelliteach is a known quantity for law firms, and the firm across the street actually uses them as well, which means Intelliteach is already supporting the legal-specific applications we use, and most importantly, is aware of how law firms operate. “
“We welcome Burr & Forman as a full-service client and are looking forward to providing the firm with complete service desk coverage including 24/7 after-hours support,” said Lance Waagner, President and CEO of Intelliteach. “Being able to offload day-to-day helpdesk operations will enable David Michel and his team to focus on strategic IT and client issues and free up talented resources to work on other projects.”
Since rolling over the helpdesk to Intelliteach, user satisfaction, as measured by surveys sent automatically with every closed helpdesk ticket, has been over 94% positive, meaning either ‘good or excellent’ responses. Adds Michel: “We are very content with these satisfaction percentages especially since it is human nature to be vocal about bad service versus proactively praising good work. Aside from Intelliteach’
Burr & Forman, which is in the planning stages of a Windows 7, MS Office 2010 and new Document Management System roll-out in early 2011, will work with Intelliteach on addressing support volume increases during the transition as well as minimizing typical conversion challenges.
Atlanta-based Intelliteach, 100% dedicated to the law firm market, assists with over 60,000 legal software and hardware questions per month and has over 165 dedicated law firm software service desk experts. Intelliteach provides dedicated 24/7 coverage via various service helpdesk support options including Complete Service Desk Outsourcing, After-Hours Support, and Overflow Support. For more information, visit www.intelliteach.com
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Burr & Forman LLP is a century old, full-service law firm with a forward-thinking approach to providing legal solutions. We have over 250 attorneys and eight offices in Alabama, Florida, Georgia, Mississippi and Tennessee. Burr & Forman offers a wide range of business and litigation services to diverse clients with local, national, and international interests.