Peer to Peer Magazine

March 2012

The quarterly publication of the International Legal Technology Association

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Page 85 of 103

Ask The Expert: Support Perspectives from Around the Globe I'd also recommend the following: • Provide a cultural awareness program, and consider making attendance mandatory. • Deliver training and guidance on working in and managing virtual teams. • Be aware of stereotyping nationalities. Do not allow outdated views to affect how you work and communicate with your colleagues. • Consider secondments; they increase experience, knowledge and skill sets. Lee: We encourage the user support and training teams to get to know the practice by spending part of their week on the legal floors, only steps away from the people who can help them best. We also hold regular team meetings to enable staff to know what is going on in each support center. Staff is encouraged to visit other centers where possible to get to know their colleagues there. We also encourage user support and training staff to work on projects across centers to help build relationships within the team. _________________________________________________________ CorpIntake A matter intake application tailored to your needs. Heather: In IT training, we monitor our levels of incidents logged with the service desks. This information is analyzed monthly to understand the latest technology issues and usage. This provides some of the material required for our IT training tips. In addition, attendees evaluate individual training sessions. As for IT support, we have daily, quarterly and annual customer surveys, as well as quantitative feedback gained from walking the floors and attending team meetings. We review the number of incidents logged and fixed the first time the call has been made to the service desk. Lee: We have key performance indicators set for both user support and training. Similar to what Heather mentioned, we ask for feedback after training courses, and we provide a survey for helpdesk users. This information is fed back regularly to the team. We also track the calls being made to the helpdesk to see where there is room for improvement. La'Tresha: Some of the internal factors used to measure success for our support team are through metrics, such as how long it takes for an issue to be resolved and whether or not a caller is calling back for a repeat issue. •Reduces conflict approval time by providing a complete digital approval workflow process. •Increases revenue by accelerating the file-opening process by collecting client and matter information via a web interface. •Enhances communications by sending instant e-mail notifications to all stakeholders related to the matter. •Provides full audit and tracking of all activities in the workflow. •Minimizes risk by providing approval workflow process for the Risk Management Committee. •Integrates with SharePoint 2007 & 2010, Blackberry, DMS, and Records Management infrastructures. •Collects the information through dynamic questionnaire forms that are tailored to your needs. •Reduces manual data entry by pre-populating client and matter information. For more information please contact us or visit Just like my colleagues, we measure our success through user satisfaction. We do surveys for a percentage of all desk support provided, and we carefully study that feedback. We continually ask our attorneys and administrators whether we are providing the kind of support they need; and if we're not, what we could do to improve support. My motto is: "If our users are happy, then I'm happy." | 1-800-905-4252 | 416-840-0257 Peer to Peer 87 Ho w do y and tr ou measure suc aining? c essful suppor t

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