SLA-driven Best Practice Service Desk for one of UK and Ireland’s leading risk and insurance law businesses.
Plan-Net solutions & services
Following a number of major combinations and accelerated growth, the insurance and dispute resolution law firm rebranded to become BLM in May 2014 and set out its vision to become one of the leading global insurance and risk law specialists by 2020. This initiated a restructure of the firm to reflect its customers’ needs and its goal of helping them to reduce the time and money they spend on managing risks and resolving disputes.
BLM’s focus on an efficient client service delivery model naturally led to a spotlight on the contribution from IT and technology in achieving this. When it came to the importance of IT support in achieving BLM’s overall vision, there was a general consensus that lawyers and staff must have the necessary tools and support to perform their roles as effectively as possible.
Both Abby Ewen and Darren Broughton, Head of IT at BLM, agreed that the Service Desk, in particular, directly impacts on end-user productivity levels. They needed an enterprise-level IT support platform to support the firm's ambitions.
BLM selected Plan-Net to deliver a Managed Service Desk to its 1,600 staff across its 13 offices throughout the UK and Ireland. It was its first ever outsource contract.
Following this, the BLM IT support function underwent a significant process of Service Transformation. Managed by Plan-Net, this included a new Service Desk toolset, a Service Desk restructure and a complete overhaul on process.
Now, Plan-Net manages the law firm's on-site IT Service Desk function, providing extended availability through its 24/7 Shared Service Desk, based in the UK.
Darren explains some of the benefits "With only 10% of all contacts being escalated to other IT teams and better collaboration, working relationships between the Service Desk and the rest of the IT, especially the Desktop
Support team have dramatically improved. With end-user satisfaction hugely improved and less distraction for others in IT, we now have much more time to focus on other IT projects that will improve the business.” Darren concludes.
This includes projects such as the IT integration of new legal partners including most recently an acquisition of an Irish law firm, as BLM continues with its expansion ambitions and moves closer towards achieving its 2020 vision.