CaseStudy
How PetaBytz's ITSM (L1 & L2 Support) Services Elevated a 110-Year-Old Law Firm's CSAT To 4.6
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.
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.
In collaboration with our experts, our client embarked on a journey to transform its L1 support services :