End-user support transformation ready for legal IT service innovation journey

CRIPPS PEMBERTON GREENISH IS ONE OF THE UK’S LEADING LAW FIRMS AND SPECIALISES IN CORPORATE, REAL ESTATE AND PRIVATE CLIENT WORK. WITH OFFICES IN KENT AND LONDON, IT INVESTS IN THE BEST TALENT AND TECHNOLOGY, HAS MORE THAN 450 PEOPLE TO DELIVER EXCEPTIONAL SERVICE TO ITS CLIENTS.

Project at a glance

Customer challenge

  • Tackle an unresponsive Service Desk and associated lack of customer service 
  • Improve working relationship between existing suppliers
  • Handle IT support integration of merger activity
  • Transform the CrippsPG IT platform ready for legal service innovation.

Plan-Net solutions & services

  • An SLA-driven Best Practice Service Desk
  • Managed on-site 2nd line support
  • Cross-IT supplier collaboration
  • Continuous Service Improvement.

Benefits

  •  Increased responsiveness & customer service levels from day one. 
  • Service Desk Resolution rates doubled within 8 months 
  • Smooth merger integration handling 
  • Improved Problem and Change Management through supplier co-working
  • Reduced in-house IT leadership overhead and distraction on operational activities and issues
  • IT platform ready for legal IT service innovation journey.
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Over a tightly managed 8-week programme, Plan-Net transitioned the firm’s Service Desk to operate from its
high performance, ISO27001 certified centre in Bletchley. The contracted service is available from 7am to 7.30pm, 5 days a week, but as Plan-Net’s Service Desk centre operates 24/7, 365 days a year, there is always a point of contact out of hours if needed. Constant communication with the CrippsPG IT team and strong project management to understand its environment, expectations and processes was crucial.

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From day one, we all saw a massive difference in response levels from Plan-Net beyond recognition.

Pete Ball, Service Desk Team Lead, Cripps Pemberton Greenish

 

Shortly after Plan-Net took on the delivery of the law firm’s Service Desk, CrippsPG announced a merger with another topflight firm, Pemberton Greenish, and the company’s staff numbers increased significantly. Plan-Net was able to effectively and flexibly adapt its SLAs to incorporate the additional user-base needs.

Subsequently, CrippsPG decided to widen the scope for Plan-Net to also include 2nd line support across its four offices and transfer the 2nd line support Team to Plan-Net for a more seamless, well managed end-user support function.

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