Stradley Ronon adds Intelliteach’s Afterhours User Support

Oct. 31, 2011 - PRLog -- Stradley Ronon Stevens & Young, LLP, a Mid-Atlantic 200 attorney law firm, has selected Intelliteach, the only dedicated law firm-specific outsourced service desk company, to provide Afterhours helpdesk service in addition to the IQTrack call tracking software previously purchased in 2010. The arrangement includes day-to-day Afterhours user support from 9PM to 7AM and 24/7 coverage on weekends and holidays.

With more than 400 users located throughout the firm’s four major Mid-Atlantic offices, Stradley Ronon recently expanded its relationship with Intelliteach to provide more comprehensive and reliable helpdesk support. Led by the firm’s CIO Michael Folkes and supported by his 5-person helpdesk group as well as Intelliteach, all user application and technical/IT issues are now prioritized and resolved 24/7.

The firm’s recent move to further expand user support with more reliable afterhours service is in line with CIO Folkes’ vision to provide superior service. “Prior to my joining the firm a few years back, we did not have  a sufficiently cohesive user support group and as a result our helpdesk’s efficiency and efficacy was  not as robust as it is today,” noted Michael Folkes, Stradley Ronon’s CIO. “We created a customer support group including the helpdesk and desktop support to improve the overall experience of our users.”

“By far the biggest benefit to bringing in IQTrack was the resulting helpdesk accountability based on knowing which tickets were outstanding and in the queue while proactively communicating with firm users about issue status. Now users know whom to call and are kept in the loop throughout the process. Our helpdesk is able, with timely and accurate information, to proactively and confidently resolve our users’ support issues.  We currently receive 80% of initial support calls via phone versus 20% by email, which we feel demonstrates the comfort level of our users with the helpdesk as they know there’s someone on the line that can resolve their problem in a timely manner,” stated Folkes.

Afterhours for better support
The addition of Intelliteach’s afterhours service was the natural next step in further increasing helpdesk capacity and resulting user confidence. “Prior to adding afterhours, we offered remote support which just does not compare with a full-service option. We had holidays and vacations that limited support availability, and when we compared the costs of paying overtime for our employees versus using Intelliteach, we saved money on the latter.”

“We applaud Stradley Ronon for extending user support 24/7 and giving not only their users but Michael Folkes and the helpdesk team the peace-of-mind that comes with knowing after-hours support is on autopilot and no longer a reactive crisis situation,” said Lance Waagner, President and CEO of Intelliteach.  

“Overall, we are very pleased with Intelliteach and the professionalism, experience and legal know-how they bring to our firm. We communicate on a regular basis and can truly say they are a trusted partner who cares about our users’ satisfaction and positive helpdesk experience just as much as we do internally,” concluded Folkes.

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.

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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.