Arnall Golden Gregory LLP Outsources User Help Desk to Intelliteach

Firm transitions complete help desk operations to provide reliable and 24/7 user support
By: InsideLegal
 
Jan. 9, 2012 - PRLog -- 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.

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 having Intelliteach handle all level 1 help desk calls and migrate to a fulltime outsourced support model, Arnall Golden Gregory was using Intelliteach in an overflow capacity to help augment current support staff and handle calls firm analysts were unable to process live.

“Initially in 2008, we were really struggling with availability of our help desk staff and responsiveness to the user population and often found that users were going to voicemail and not able to get adequate support,” stated Lance Edwards, Arnall Golden Gregory’s Director of Information Services.  “As we continued to deal with turnover at the tier 1 help desk level and increased responsibility and promotions for our tier 2 analysts, we needed to find a way to increase user availability of the help desk. We spoke to several other firms that were experiencing these same challenges and had gone with an outsourced model.  The overwhelming choice for legal help desk support was Intelliteach.  With Intelliteach’s core competency and expertise being tier 1 support for the legal vertical, we felt they provided us the best resource in the market to partner with and provide a reliable user support solution.”

Transitioning to fulltime help desk outsourcing
According to Mr. Edwards, steady firm growth and internal staff and priority changes made the decision to increase Intelliteach’s support call load a logical one. “Last year, in an effort to assist the firm in our transition to Office 2010 and iManage 8.5, we switched to the fulltime support model with Intelliteach.  At the peak of the migration, Intelliteach was handling over 2,000 calls a month and provided a significant lift in our ability to successfully support new systems.”  

Arnall Golden Gregory has also been leveraging IQTrack, Intelliteach’s custom call tracking and ticketing system, as the first point of contact for all technology related issues. By plugging in the facilities management partner to use IQTrack to handle toner requests, the firm hopes to further utilize IQTrack and provide a single user interface for all technology and facilities relates issues and requests.

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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Intelliteach is a legal-specific service desk company that currently supports over 100,000 law firm users in 50 countries spanning 1,250 locations including more than 30% of the Am Law 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.
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Source:InsideLegal
Email:***@insidelegal.com Email Verified
Tags:Outsourcing, Legal It, Help Desk, User Support, Service Desk, Law Firm Support, Legal Technology, MICROSOFT
Industry:Legal, Technology, Services
Location:Atlanta - Georgia - United States
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