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Quicker Resolutions, Easier Management, Lower Costs
Law firms of all sizes can now experience faster, more reliable desktop technology support. Smart Solutions, an award-winning technology services provider since 1983, is proud to introduce Smart SupportIT. Attorneys and other legal staff can obtain reliable and effective application support. Smart SupportIT will reduce management and overhead costs by enabling IT departments to handle support staff augmentation needs, vacations, sickness and temporary leaves of absence.
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Smart SupportIT reflects the critical needs for law firms in the area of end user technology support. It is based on the premise that the law firm realizes significant benefits when highly skilled and well-trained support staff promptly analyze and resolve end-user issues at first contact.
After Hours / Weekend Desktop Support
Provide support to lawyers when they most need it.
- Add or augment after-hours and weekend user support.
- Promptly analyze and resolve critical after-hours calls.
- Eliminate delays due to skeleton staff / pager support.
- Minimize impacts to Firm business.
- Effectively support 24 x 7 attorney access
to Firm applications.
Smart SupportIT has been designed specifically for law firms and is dedicated to this industry alone. Our senior legal consultants have years of 'hands-on' experience creating efficiencies and value while managing and improving user support services for large global law firms. Our Account Management team is well versed with the special needs of legal organizations.
Past Experience
Smart Solutions has been providing IT services for local, national and global law firms for nearly 20 years. These services range from full service IT management to design and implementation of Document Management, Work Flow Automation, Legal productivity tools, Help Desk Management and Best Practice consulting, Infrastructure Design, implementation and much more.
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The Challenges
- Understanding the legal environment and the time sensitivity of resolutions.
- Providing effective end-user support in a demanding high visibility, high quality environment.
- Motivating and retaining support staff.
- Recruiting Quality staff for after-hours and weekends.
- Finding quality resources for staff augmentation during projects.
- Locating quality resources at short notice for vacations and short and long term leaves of absence.
- Providing high quality
documentation and metrics to improve performance and
eliminate recurring issues.
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Product Features
- Level 1&2 support for after hours and weekends and/or other hours as required.
- End-user support during technology rollouts.
- After-hours fully staffed support for Windows, MS-Office, Deltaview, Workshare 3, Interwoven Worksite (iManage), DocX Suite, Outlook, Lotus Notes client, Citrix, Legal MacPac, VPN solutions.
- "Triage" calls outside the core application suite to improve user experience and quick follow-up.
- Just-in-time online training.
- Staff extensively trained on common legal-centric application issues.
- 800 number service for seamless call transfer.
- Detailed incident tracking and reports with trend analysis.
- Industry standard call management (ACD) and ticket tracking software.
- Desktop Remote View/Remote Control.
- Service Level Agreement & Metrics based.
- Dedicated or pooled resources.
- Flexible pricing based on specific solution.
- 30 day free trial period.
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Desktop Technology Support for Lawyers and Legal Staff
*** Smart SupportIT has been designed specifically for law firms to meet these challenges and to provide a flexible and high quality service.
*** Smart Solutions legal consultants will conduct a high level review of the existing support service
where one exists or potential needs to ensure a seamless match with Smart SupportIT.
Why Smart SupportIT
Proven processes for managing and improving Help Desks for law firms.
Flexibility to scale the level of support to meet demand.
Hand picked and extensively trained Level 2&3 support analysts.
Quick ramp-up time with minimal training.
Eliminate HR issues related to non business hours support.
Eliminate hiring and temporary agency fees.
State of the art call center provides maximum uptime and reliability.
Highly secure encrypted data transmission.
Why Smart Solutions
Two decades of implementing legal
technology and people solutions in law firms. Extensive
hands on experience with Help Desks and IT support
services for large and small law firms. Company and
President repeatedly nominated for national and regional
awards.
Copyright 2004 Smart Solutions, Inc. All manufacturer trademarks are the property of their respective companies.
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