CaseStudy
How PetaBytz's ITSM (L1 & L2 Support) Services Elevated a 110-Year-Old Law Firm's CSAT To 4.6

 

Client Overview

Our customer is a leading and well-established law firm renowned for its expertise and excellence in providing legal services across various industries and practice areas. With a legacy dating back to 1911, our customer has evolved into a powerhouse in the legal field, earning a reputation for its unwavering commitment to client satisfaction, innovative solutions, and legal acumen. While rooted in India, our client boasts a global outlook, collaborating with international law firms to provide clients with seamless access to legal support worldwide. This global perspective, combined with its local expertise, positions the firm to navigate complex cross-border matters with finesse.

Challenge

Our customer operated under an ad-hoc service desk model that relied heavily on third-party tools and body shopping for their IT Service Management (ITSM) services. This approach lacked standardized Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), resulting in inconsistent support responses for their 2000 end users. The absence of a streamlined process for timely, quality-driven, and communicative support led to operational inefficiencies and an inability to meet user expectations effectively.

PetaBytz Proposal

  • Seamless Remote Support : Delivering seamless remote support services to advocates and partners.
  • Consistent Incident Handling with Service Levels : Ensuring consistent handling of incidents and service requests across their 2000 employees by prioritizing them.
  • Exceptional Communication : Incorporating top-class communication skills and efficient workforce management for optimal support delivery.
  • End-to-End Service Desk : Achieving comprehensive service desk management, from ticket creation to resolution.

PetaBytz’s Solution

In collaboration with our experts, our client embarked on a journey to transform its L1 support services :

  • Key Performance Indicators (KPIs) : Our solution incorporated critical KPIs to ensure exceptional service quality, such as response SLA, resolution SLA according to the ticket severity, and CSAT.
  • SLA-Based Management : Implementation of SLAs for response and resolution, ensures prompt incident and service request resolution.
  • Top-Class Communication : Our competent team provided excellent communication skills, ensuring efficient interactions across all touchpoints.
  • Complete Workforce Management : PetaBytz provided end-to-end workforce management, freeing the client from the intricacies of resource optimization.
  • Holistic Service Desk : Petabytz managed the entire service desk process, from ticket creation to ticket resolution, ensuring a seamless and efficient support experience.
  • Comprehensive Reporting and Governance : We established a structured reporting and governance strategy, delivering monthly, quarterly, and annual performance reviews. This facilitated transparency, insights, and continuous improvement.

Business Outcomes

  • Enhanced Operational Efficiency : Implementing SLAs expedited incident and service request management, resulting in substantial downtime for advocates and partners.
  • Elevated User Satisfaction : Our outstanding communication skills facilitated precise interactions, contributing to higher customer happiness with a CSAT score of 4.6.
  • Cost Flexibility : Dynamic billing enabled pricing modifications based on ticket volume, assuring fairness and savings during periods of low demand.
  • SLA Excellence : Unmatched SLA adherence with high-performing KPIs that enhance client satisfaction.
  • Performance Insights : The RAG model offers real-time visibility into our performance, demonstrating our dedication to meeting clients’ expectations.

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