PRTODAY / NewswireToday Free press release distribution service network

Written by / Agency / Source: InsideLegal.com

Check Ads Availability|e-mail Article


Are you the owner of this article?, Turn it PREMIUM with your LOGO instead - and make it 3rd party Ads-Free! within the next hour!

Frost Brown Todd Selects Intelliteach to Manage Complete Firm Service Desk - Frost Brown Todd, LLC, a 950 user, 9 office US law firm, has selected Intelliteach, the largest legal-specific service desk company, as its legal service/help desk outsourcing partner - Intelliteach.com
Frost Brown Todd Selects Intelliteach to Manage Complete Firm Service Desk

 

NewswireToday - /newswire/ - Atlanta, GA, United States, 2010/02/26 - Frost Brown Todd, LLC, a 950 user, 9 office US law firm, has selected Intelliteach, the largest legal-specific service desk company, as its legal service/help desk outsourcing partner - Intelliteach.com.

   
 
Your Banner Ad Here instead - Showing along with ALL Articles covering IT Services/Network Management Announcements

Replace these Affiliate Programs at ANYTIME! Your banner here within the next hour. Learn How!


 

Intelliteach is providing the firm with complete, 24/7 help desk support including web-based ticket tracking and 100% coverage of firm users’ “level 1” technical support questions.

Frost Brown Todd first turned its help desk over to Intelliteach in January and since the switch has noticed faster support response times, quicker issue resolution, and a very happy user base. “Intelliteach obviously understands legal and legal help desks, and as a result hit the ground running,” said Paul Bromwell, Chief Information Officer, Frost Brown Todd LLC. “We are increasingly focused on leveraging technology and IT resources to help our firm be more competitive and better serve our clients. Our decision to hand-off all “level 1” internal help desk support duties to a reputable vendor such as Intelliteach underscores this strategy. We are not in the help desk business, so why not outsource this to a trusted legal partner so IT can focus more on effectively providing technology tools and services for the practice of law and less on run of the mill problem resolution.”

Focus on strategic IT initiatives
Frost Brown Todd’s decision to outsource functions such as help desk and facilities management to competent third parties helps the firm focus its in-house resources on strategic projects, practice automation and overall service improvements.

Prior to bringing Intelliteach on board, Frost Brown Todd was periodically faced with staffing issues on the help desk due to the additional support requirements of large scale technology rollouts and merger related firm growth.

“Typically, just at the time when the call load was at the highest level, the resources to handle the calls were moving to lower levels. For example, during large scale software rollouts our help desk staff would also provide related training and therefore be unavailable for the inevitable rise in help desk call loads. Of course we could always bring in outside temporary help, but given the economy that wasn’t always possible. The result; we were spending a very high percentage of our resources dealing with these issues instead of focusing on work that was strategic to the firm. Not only is Intelliteach providing 24/7 professional grade law firm help desk services but they are responsible for recruiting new helpdesk staffers as well as handling the additional call load related to the firm’s technology rollouts. This leaves our internal IT group focused on helping our attorneys, paralegals and support staff make the best use of our technology,” stated Bromwell.

Tracking & measurement
Frost Brown Todd also uses IQTrack, Intelliteach’s powerful call tracking system. All calls are entered into the system and tracked until completion, including calls escalated to the in-house staff. Each closed call generates an email to the caller containing a survey asking them to rate their experience.

“With returns on over 25% of the help desk calls, the satisfaction numbers for the first two months of service are very good at 86.5% “excellent”, 11% “good”, 1.5% “fair” and 1.5% “needs improvement”. The reporting system also allows us to analyze our call load in detail and identify opportunities for improvements that will raise the quality of service while reducing the number of calls. The interplay between our in-house staff and Intelliteach leads to continuous improvement. Each escalated call is analyzed by our in-house group to determine if it could be handled by Intelliteach given the necessary information or training. If the answer is yes, we provide the necessary details which are entered into the Intelliteach knowledge base for future reference,” adds Bromwell.

“Intelliteach is 100% focused on law firms so we are able share our knowledge base of over a decade of legal service desk support with firms such as Frost Brown Todd,” said Lance Waagner, President and CEO of Intelliteach and former large law firm CIO. “At the end of the day, it boils down to core competencies- ours is delivering the highest quality of outsourced law firm user tech support. That’s our sole focus and thus enables our clients to provide its users and clients with true strategic support and advice.”

Atlanta-based Intelliteach (intelliteach.com) – which is 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.

 
 
Your Banner Ad Here instead - Showing along with ALL Articles covering IT Services/Network Management Announcements

Replace these Affiliate Programs at ANYTIME! Your banner here within the next hour. Learn How!


 

Written by / Agency / Source: InsideLegal.com

 
 

Availability: All Regions (Including Int'l)

 

Traffic Booster: [/] Quick Newswire Today Visibility Checker

 

Distribution / Indexing: [+]

 
 
# # #
 
 
  Your Banner Ad showing on ALL
IT Services/Network Management articles,
CATCH Visitors via Your Competitors Announcements!


Frost Brown Todd Selects Intelliteach to Manage Complete Firm Service Desk

Company website links NOT available to basic submissions
It is OK to republish and/or LINK any newswire for any legitimate media purpose as long as you name Newswire Today and LINK as the source.
 
  Is this your article?
Activate ALL web links and social stream by Upgrading to Press Release PREMIUM Plan Now!

|
Publisher Contact: Jobst Elster - InsideLegal.com 
850-459-9447 elster[.]insidelegal.com
 
Newswire Today - PRZOOM / PRTODAY disclaims any content contained in this article. If you need/wish to contact the company who published the current release, you will need to contact them - NOT us. Issuers of articles are solely responsible for the accuracy of their content. Our complete disclaimer appears here.
IMPORTANT INFORMATION: Issuance, publication or distribution of this press release in certain jurisdictions could be subject to restrictions. The recipient of this press release is responsible for using this press release and the information herein in accordance with the applicable rules and regulations in the particular jurisdiction. This press release does not constitute an offer or an offering to acquire or subscribe for any InsideLegal.com securities in any jurisdiction including any other companies listed or named in this release.

IT Services/Network Management via RSSAdd NewswireToday - PRZOOM Headline News to FeedBurner
Find who RetweetFollow @NewswireTODAY



Are you the owner of this article?, Turn it PREMIUM with your LOGO instead - and make it 3rd party Ads-Free! within the next hour!


Read Latest Articles From InsideLegal.com / Company Profile


Read IT Services/Network Management Most Recent Related Newswires:

Radware Powers XO Communications New DDoS Mitigation Service
Columbia College Chicago Builds E-Learning Network on ADVA FSP 3000
Strategic Integration Partners Significantly Increases Cloud Sales 200% with The Evolve IP OneCloud™
AlgoMatch and Arista 7160 Series Drive Advanced Network Enforcement
DigitalRoute to Attend TM Forum Asia on December 7-8 in Singapore
Evolve IP Honored with BroadSoft ‘Game Changer’ Award
ADVA Optical Networking Introduces Ensemble SmartWAN to Accelerate Virtualized SD-WAN
NEC Enhances Security At The 2016 APEC Economic Leaders' Week in Peru
Philip Linehan Joins EDTS as Sales Executive in Carolinas, Georgia
Multipharma Signs Five-year Contract with Damovo for Transformation Towards New Way of Working
Marcus by Goldman Sachs Deploys Finacle Solution on Cloud for its New Online Lending Business
ICSA Labs Affirms Radware's DDoS Mitigation Software and Testing Methodology
Verint Receives Frost & Sullivan’s Best Practices in New Product Innovation Award for Robotic Process Automation
NEC Participates in Global Wireless Summit 2016
Oscilloquartz Synchronizes Indian Defense’s National Transport Network

Boost Your Social Network
& Crowdfunding Campaigns


LIFETIME SOCIAL MEDIA WALL
NewswireToday Celebrates 10 Years in Business


PREMIUM Members


Visit  La Bella Bakery Artisan Bakery Arizona

Visit  Triggr & Bloom





 
  ©2016 Newswire Today — Limelon Advertising, Co.
Home | About | Advertise/Pricing | Contact | Investors | Privacy/TOS | Sitemap | FRANCAIS
newswire, PR free press releases distribution service magazines engine news alert newsroom press room breaking news public relations articles company news alerts newswiredistribution ezine bizentrepreneur biznewstoday digital business report market search pr firms agencies reports distri-bution today investor relation successful internet entrepreneurs newswire distribution prtoday.com freenewswiredistribution asianewstoday bizwiretoday USA pr UK today - NOT affiliated with PRNewswire as we declined their partnership offer in 2013
 
PRTODAY & NewswireTODAY are NOT affiliated with USA TODAY (usatoday.com)