Legal
IT360 Secure

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

60% Reduction in availability incidents

30% Increase in employee satisfaction

100% Remediation of security exposure

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

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.

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.

About Silver Tree

Founded in 2014 by Richard Ricks, Silver Tree Consulting & Services began with a vision to transform the business of IT and empower organizations to thrive in an evolving digital world.

Today, Silver Tree delivers a comprehensive suite of IT solutions and services across five key areas: workforce solutions, managed infrastructure (cloud and SaaS), managed security, application modernization, and data modernization. Backed by decades of experience and a proven global operating model, we help businesses innovate, enhance productivity, and drive sustainable growth.

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