Downs Rachlin Martin LLP Outsources Legal Service Desk to Intelliteach

May 3, 2010 - PRLog -- 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.

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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.