Intelliteach Publishes Law Firm User Support and Service Desk Metrics

Comprehensive ‘Guru Guide’ includes findings from 600,000 law firm tickets analyzing top ticket categories, impact of conversions on user support staffing, and popular KPIs
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Technology Outsourcing
Service Desk
Microsoft Office
Law Firm Technology


Atlanta - Georgia - US

Jan. 11, 2011 - PRLog -- Intelliteach, the largest legal-specific outsourced service desk company, today announced the availability of a complimentary published report aggregating independent law firm user support and service desk statistics and metrics. The 20 page report, “User Support Guru Guide: Legal Helpdesk Metrics & Key Performance Indicators” (Guru Guide), provides unique benchmark data relating to the most supported legal applications as well as helpdesk staffing and service quality ratios pre and post software conversions, among others.  Intelliteach CEO Lance Waagner will be presenting the highlights of the Guru Guide findings as part of an ILTA educational roadshow reaching over 30 cities in the U.S., Canada, the UK and Ireland within the next four months.

Intelliteach, as part of an ongoing effort to provide clients with timely reporting and accelerate helpdesk service improvements through better user support information, consistently collects and tracks massive amount of helpdesk-related statistics. The data presented in the Guru Guide is based on 600,000+ helpdesk tickets collected and analyzed from January to September 2010 across a variety of law firm sizes, locations and hardware/software configurations.

Guru Guide highlighted findings include:
•   Top ticket categories: Over 50% of 600,000 helpdesk tickets logged are specific to various versions of Microsoft Office and 14% pertain to firm document management systems;
•   Conversion & upgrade impact on the service/helpdesk: Conversions cause a significant increase in volume and add additional strain to existing resources, systems, and service quality. Based on Guru data, ticket volumes increased by 42% during firm-wide upgrades. Also, the ‘average time in queue’ metric increased from 10 seconds to 1 minute, 21 seconds during conversions (based on pre-conversion staffing levels). As a result, the overall live rate was reduced by 25% when relying on pre-conversion staffing during upgrades;
•   Tickets by origin: How are users reaching out to the helpdesk? 70% used the phone and 26% sent an email describing their technology issues;
•   Tickets by weekday: Based on 600,000 analyzed tickets, Tuesday sees the highest call volume (20.29%) and Friday (16.99%) the lowest.

“A popular business axiom states you can only manage what you measure, and nowhere is that more true than in the realm of legal help/service desk support,” stated Lance Waagner, President and CEO of Intelliteach, former large firm CIO, and author of the inaugural Guru guide. “In developing this unique guide, we challenged our clients and any firm contemplating helpdesk outsourcing or looking for better ways of effectively managing their internal operations - when is the last time you took the legal helpdesk’s pulse and got a sense of user vitals? How quickly are support tickets being resolved? What are the top ticket categories and why? What effect do major software conversions have on staffing and service quality? While gaining access to such data assumes use of helpdesk software and reporting technology (homegrown or third party), there’s no excuse for turning your back on benchmark data now available through this report.”

In addition to presenting as part of the ILTA-sponsored Guru Guide roadshow, Intelliteach has setup a web page dedicated to the guide and related helpdesk resources and information. The site includes a downloadable Guru Guide PDF and invites site visitors to join the Guru mailing list for periodic metric updates and reports.

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 135 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. For more information, visit

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lntelliteach is a legal-specific service desk company that currently supports over 82,000 law firm users in 23 countries spanning 400 locations including more than 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.
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Tags:Technology Outsourcing, Helpdesk, Service Desk, User Support Statistics, Microsoft Office, Law Firm Technology
Industry:Legal, Services, Technology
Location:Atlanta - Georgia - United States
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