Scottish Law Firm MacRoberts Drives Greater Internal Efficiency with Numara FootPrints
Numara FootPrints drives the creation of improved workflow processes and business intelligence for cost-conscious law firms
Reading, UK (September 07, 2009) –
Numara® Software, Inc., a leader in service desk management solutions, announced today that the Scottish law firm MacRoberts has purchased its service desk solution, Numara® FootPrints®, to deliver a more efficient service to the practice’s users.
MacRoberts implemented Numara FootPrints in June 2009 following a competitive review of the market, which concluded in the selection of Numara FootPrints, winning hands down over the competition. The new service desk will deal with around 300 IT users and 4,000 calls per year.
Ineffective internal administration is the enemy for legal firms, costing these companies or partnerships money. That is why MacRoberts was keen to deliver a cheaper and improved service to its users by utilising the Numara Software service desk solution.
Robert Crichton, IT Manager at MacRoberts is delighted with the new product:
“Although we weren’t looking to replace our service desk solution, once we saw Numara FootPrints, we liked it, we needed it and we wanted it. The management information and business intelligence it offers us undoubtedly increases the value-add services that we can provide to our internal clients. That in turn enables MacRoberts to improve its efficiency, cut its costs, and continue to punch above its weight in the Scottish legal market.”
MacRoberts is a full-service commercial law firm, with over 40 partners and 260 staff working from offices in Edinburgh and Glasgow. It is committed to delivering the very best service to its clients, who include public and private sector companies, banks and other financial institutions and government.
Giving prompt support for lawyers and their clients is a priority, but MacRoberts’ IT team found its hands were being tied by a proprietary, generic solution, CallTrak, that meant key information for calls was being lost. Robert Crichton knew MacRoberts’ needed to maintain a stronger service desk focus:
“The modern law firm is very much driven by technology. That allows it to interact with its clients and potential clients better, to process their data faster using specialist software and to collaborate using rich media. We are very often governed by generic financial and industry regulations, and we also must comply with an increasingly complicated set of rules and regulations. Legal IT is definitely getting a sharper edge – the days of just giving users a faster PC are well and truly over!”
Despite that driver, MacRoberts was not specifically looking to replace its existing service desk solution until Crichton visited an IT show aimed at providing software for the legal sector earlier this year.
“I spent two hours seeing a very credible demonstration of Numara FootPrints. I hadn’t gone to the show looking for anything like Numara FootPrints, but afterwards, we were excited about its out-of-the-box simplicity. Our previous packages were more of a nuisance than a benefit. What we wanted was something that we could change without being developers, that was multifaceted and very GUI-driven, but which you could still build upon, like you had your own Lego-kit solution.”
A key area of interest for MacRoberts’ use of Numara FootPrints is utilising the software’s features to provide additional intelligence in monitoring calls.
“From having had a service desk application that no-one wanted to use, we can now see the overall service picture, including if anyone’s got back to users when they’ve had a problem. One feature is to be able to link calls to an underlying global issue, which puts intelligence into our relationship with our users. So, if a network switch is failing, we can keep our Outlook email users informed of the problem and let them know when it is solved,” says Crichton.
MacRoberts also believes Numara FootPrints will help it develop its own applications to suit the ongoing process needs of various departments within the firm, including Human Resources and Facilities Management, by using templates within the software.
“Using these prebuilt templates means we can provide a better level of service to our internal customers. Numara FootPrints powerful workflow engine means we can use it to develop workflow applications around the needs of our clients, or for applications outside IT service management. For example, room and resource booking,” says Crichton.
For more information on Numara Track-It!, please visit www.numarasoftware.co.uk.
About Numara Software, Inc.
Serving over 50,000 customer sites worldwide, Numara Software is a global leader in providing practical software solutions for service management to IT professionals. From a single technician running a help desk to 1000 technicians managing a complex service desk, IT organizations of all sizes trust our award-winning solutions, featuring Numara Track-It! and Numara FootPrints, to track requests, automate workflows and support internal and external customers.
Unlike other complex, difficult-to-implement, and costly products, we offer robust, affordable and easy-to-use solutions that can be quickly deployed without disruption to your business. Our flexible solutions can be implemented right out of the box or configured to match your unique IT environment and business processes. They can also be leveraged to support non-IT operations, such as human resources and facilities, allowing you to optimize your investments in licensing, maintenance, training, and support.
We’re passionate about helping people successfully manage their IT environments. To register for a one-on-one guided walkthrough, attend a webinar or download a trial, please contact the UK sales team on: 0800 195 2373 or visit: www.numarasoftware.co.uk.
For further information:
Paula Elliott
C8 Consulting Ltd for Numara Software
+44 (0) 118 9001132
paula@c8consulting.co.uk
Source: Numara