Mid-Size Law Firm Boosts Reliability, Security, and Employee Satisfaction

Challenge

A mid-sized legal firm with offices in multiple locations specializing in corporate law and litigation relies heavily on its IT infrastructure to support client case management, secure communication, and legal research. As the firm expanded, it faced increasing challenges with its IT systems, including system reliability, data security, and support efficiency. The client needed a more robust IT management solution and turned to Silver Tree because of its comprehensive IT-managed service portfolio.

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Industry

Legal

Company Size

SMB

Service/Solution

IT360 Secure

Engagement Model

Managed Services

60% Reduction in availability incidents

30% Increase in employee satisfaction

100% Remediation of security exposure

Why Silver Tree

The client chose Silver Tree for its proven ability to improve IT reliability, strengthen data security, and deliver responsive, around-the-clock support. Silver Tree successfully addressed the firm’s critical IT needs, including system reliability, data security, and responsive support. With a 24x7 Service Desk, managed workstations, and scalable infrastructure solutions, Silver Tree kept operations running smoothly and boosted overall productivity. Its robust security framework—with ongoing compliance checks and employee training—safeguarded sensitive client data and ensured regulatory alignment.

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The Agile Service Desk reduced average response times by 40% and average resolution times by 35%, leading to fewer disruptions and faster resolution of incidents and service requests.

Actions Taken

24/7 Agile Service Desk: Multi-channel support with self-service options, rapid response, and resolution to streamline IT issue handling.
Managed Desktop Services: Standardized and optimized desktop infrastructure with proactive monitoring and maintenance to ensure reliability and efficiency.
Managed Endpoint Security: Comprehensive security solutions, including encryption and continuous monitoring, to protect data and ensure compliance with industry regulations.
Digital Employee Experience (DEX) Optimization: Personalized digital tools and continuous improvement plans based on employee feedback to enhance productivity and satisfaction.
Employee Analytics and Reporting: Implementation of DEX analytics to track satisfaction and system performance, providing actionable insights for ongoing optimization.

Challenge

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Why Silver Tree

Actions Taken

24/7 Agile Service Desk: Multi-channel support with self-service options, rapid response, and resolution to streamline IT issue handling.
Managed Desktop Services: Standardized and optimized desktop infrastructure with proactive monitoring and maintenance to ensure reliability and efficiency.
Managed Endpoint Security: Comprehensive security solutions, including encryption and continuous monitoring, to protect data and ensure compliance with industry regulations.
Digital Employee Experience (DEX) Optimization: Personalized digital tools and continuous improvement plans based on employee feedback to enhance productivity and satisfaction.
Employee Analytics and Reporting: Implementation of DEX analytics to track satisfaction and system performance, providing actionable insights for ongoing optimization.

Outcomes

The firm saw a 30% increase in employee satisfaction related to IT support and digital tools, as measured through quarterly feedback surveys.
The Agile Service Desk reduced average response times by 40% and average resolution times by 35%, leading to fewer disruptions and faster resolution of incidents and service requests.
With optimized digital tools and personalized solutions, employees reported a 20% increase in productivity, particularly in accessing and using critical financial applications remotely.
Managed Endpoint Security provided continuous monitoring and compliance checks, reducing security vulnerabilities by 25% and ensuring adherence to financial regulatory requirements.

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Mid-Size Law Firm Boosts Reliability, Security, and Employee Satisfaction

Challenge

Why Silver Tree