Assisting global growth with high performance end-user IT

SLA-driven out-of-hours IT support for leading international law firm.

Project at a glance

Customer challenge

  • Improve capability, responsiveness and customer service of out-of-hours IT support service.
  • Align out-of-hours service experience with in-house daytime IT support.
  • Build scalable global IT support model to support growing international presence.

Plan-Net solutions & services

  • SLA-driven managed IT support aligned to Osborne Clarke’s daytime service.
  • Available from 7pm to 7am, 365 nights a year, and weekend and UK bank holidays daytime.

Benefits

  • Improved customer service through a high performing out-of-hours IT support service with focus on continuous improvement.
  • A consistent user experience 24/7.
  • An overall global IT support platform capable of scaling with increased business growth.
Osborne Clarke

The Challenge

Following the opening of its first international office in Paulo Alto in Silicon Valley in 2000, Osborne Clarke has been expanding its global presence ever since. It now has over 25 offices with more plans in the pipeline.

The global IT team, hubbed from Bristol, found that with this significant growth, there was increasing demand for IT support outside of standard UK working hours.

Adrian Hiscock, Head of IT Services explains their decision to use an external provider to cover this demand, “Early on, we decided it would be more effective, logistically, to use an external provider to run our out-of-hours IT support. We could have done this inhouse, but we would have had to employ and manage a minimum of four shift workers and we wouldn’t have had enough demand to keep them fully occupied. We were also not at an international scale where a follow-the-sun model would have been feasible.” 

The Solution

Plan-Net was engaged to provide IT support to Osborne Clarke employees from 7pm to 7am, 365 days a year from its Shared Service Desk. Additionally, it was contracted to provide weekend and bank holiday daytime cover. 

Both the requirement from Osborne Clarke and the proposed Plan-Net solution was an out-of-hours service that would closely match the law firm’s in-house daytime global IT support operation. “We want our Partners and staff across the globe to receive the same service, to ring the same number, use the same Service Desk tool and email addresses, regardless of when and where they make contact,” explains Adrian. 

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We’ve had positive feedback from users and we’ve seen the service improvements and developments we were aiming for. For instance, we’ve found Plan-Net to be a very useful resource for creating and documenting knowledge articles for our IT team to approve, to assist everyone around the globe.

Adrian Hiscock, Head of IT Services Osborne Clarke

Plan-Net provides IT support availability which covers a large proportion of daytime support demand from users in Asia and the US and the last few hours of the working day for some of the European offices. The service also picks up contact from those in the UK working past 7pm or before 7am. However, it is also proving to be a useful resource in the daytime, when there are UK bank holidays but other European offices are still open. Having this overflow facility improves the overall resilience and capacity of Osborne Clarke’s IT support model.

“As Osborne Clarke continues to expand both organically and through acquisition, it’s hugely important that we have the necessary systems, processes and suppliers in place to on-board new Partners, lawyers and staff effectively and efficiently. The appointment of PlanNet very much reflects a core element of our IT strategy, which is to partner with high performing organisations in order to deliver the most effective services we can to our people and our clients,” concludes Adrian.

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