Case Study | Growing Law Firm Outsources 24/7 Technical Support in Order to Focus on Legal Business
Challenge
As is the case with many mid-sized law firms, a Houston based firm found it difficult to manage the firm's information technology (IT) needs by employing an in-house person.
Having a highly distributed, multi-tiered, legal IT system designed to support a collection of users with perse needs is extremely complex for one person to handle. Though the Firm tried to manage its technology needs and IT support by employing an in-house person, the limited IT capabilities became a problem as the Firm’s technology systems grew more complex.
After examining how best to manage its various business functions going forward, the Firm determined that while technology was not their business focus, it was critical to their practice. As a result, a team of technology experts was needed.
“We previously had IT support in house and it wasn’t successful,” said Denise, Director of Administration & Client Services. “I only know so much technically and I was not getting the basic support I needed. I had to have a system that wasn’t down all the time and I needed competence and quick response.”
Solution
The Houston based firm decided to outsource its IT management to a full service partner with a breadth of IT skills and legal knowledge. They turned to the legal technology consultants of Rafte & Company, who offer an entire team with comprehensive experiences and expertise.
The Rafte team conducted an audit of the network and the Firm’s technology applications to assess the strategic role technology could play to help the Firm achieve its objectives. Because Rafte & Company specializes in delivering legal specific technology consulting services, the assessment focused on the Firm's specific needs.
“The most valuable thing for me is the wisdom of the crowd Rafte & Company employs a number of IT experts with multiple levels of expertise. I can sleep better at night.” commented Denise.
With a contract that covers all monthly services, it's as if Rafte & Company’s staffers are part of the Firm’s internal team. Following its technology audit, Rafte & Company took responsibility for the following:
- Organized information on the network in support of a standardized workflow process
- Provides IS Helpdesk support via phone, in person and in case of emergency
- Provides IS Onsite™, on-site technology support five days a week
- Provides Software Training Classes for employees on-site
- Assisted in the development of an Emergency Recovery Plan and Program
to ensure work can continue in another location with minimal disruption if the Firm's main offices were damaged or destroyed - Assist with budget and equipment planning and recommendations
- Provided information and advice on spam vendors
Plus initiatives currently in development include:
- Creation of a highly secure virtual document room to quickly, easily and securely transfer documents to clients
- A system to ensure attorneys have home offices with the proper equipment to function 24x7
Results
Rafte & Company now plays a key role in keeping the IT functions running smoothly a this mid-sized Houston based law firm.
“It’s like they’re my partner,” Denise said. “Dealing with them is like dealing with a one-stop shop. We are extremely responsive to our clients and our technology is light years ahead of other law firms our size. This is a value-add to our clients.”
The Bottom Line:
- The Firm is able to focus on its core competencies: securing and servicing clients, knowing that its infrastructure is constantly monitored, maintained and updated with security and reliability in mind;
- The best-of-breed software and hardware can be used while mitigating its risk of investment;
- The Firm has gained consistent and dependable performance through the services of Rafte & Company’s multi-faceted and trained staff;
- Budgeting is simplified, with predictable monthly fees for services; and
- The Firm retains control of critical information resources.
About Rafte & Company IS Complete™ Services
Rafte & Company's IS Complete™ is designed for firms that desire comprehensive, ongoing IT design, management and support. IS Complete™ keeps technology costs low and eliminates the hassles of hiring, training and retaining a qualified technology staff. It enables users to access an expert team with outstanding user support.
IS Complete™ services consists of the following:
- IS Onsite – Various levels of IT management and support at your site
- IS Offsite – Support for the in-house IT department
- IS Helpdesk – End user desktop software support
- IS Educate – Desktop Software Training
Call us today to discuss your Technology Consulting needs. Call 800-396-9390 or send us an e-mail to info@rafte.com. Rafte & Company will be happy to learn more about your technology and training needs and offer guidance regarding the types of IT support or training courses that can provide the greatest impact on improving the knowledge and capabilities of your business and employees.
