Dechert Outsources Its Help Desk
Lawyers at Dechert who call the help desk for help will end up speaking to an employee at a Chicago-based company.
The law firm outsourced its first-level help desk services to Keno Kozie last year, Law Technology News reports. The company resolves more than 80 percent of the help desk calls it receives from Dechert.
The law firm’s chief information officer, Mike Shannon, told LTN that he and a few colleagues tested the knowledge of Keno Kozie employees before hiring the company.
“We didn’t want to get sold on a sales pitch [but] on real analysts supporting real law firm applications like Autonomy’s iManage and Sage’s Carpe Diem,” Shannon told the publication. “We asked them to give us three analysts so we could ask each of them sample help desk calls, such as, ‘How do you do this in [iManage]?’ or ‘How do you style this Word document?’ Then we chose three random analysts, which made [Keno Kozie] a bit nervous, but they did fabulously, too.”
Shannon says Keno Kozie analyzes calls from Dechert and is able to pinpoint problems that are widespread within the law firm. When the IT company answers Dechert calls, it knows who is calling and can call up past requests for help from that person. The reporting is so detailed that Keno Kozie analysts even know how the Dechert employee prefers to be addressed, Shannon told LTN.
Dechert pays $19 a month for the service, up to 5,000 calls. Anything above that is free.
