Eversheds LLP today announced it has selected Intelliteach, the legal-specific outsourced service desk company, on a pilot basis to assist with a Microsoft Office 2007 software upgrade. This is the first Intelliteach client agreement with a UK headquartered international law firm, and adds to the service desk support which the IT firm already provides to 18 large US-based firms with UK offices.
 
The initial pilot project includes a software upgrade project which will roll out over the course of the second half of this year. Intelliteach will work hand-in-hand with Eversheds on fielding all “how to” and “how do I” user questions specific to the upgrade.
 
“Eversheds has a keen focus on and reputation for innovation, and we are constantly looking for new ways to ensure we provide client service excellence on all levels. A specialist legal IT Supplier like Intelliteach is in an ideal position to deliver innovative support. We look forward to working together over the coming months,” noted Paul Caris, Eversheds CIO.
 
According to Michael Gladwin, the firm’s Head of Service Delivery, introducing new technologies to firm users typically results in an initial increase of service desk calls and a related learning curve. “When talking with Intelliteach, we really liked the fact that their sole focus is law firm service desk work and that they are accustomed to interacting with legal users and handling unique legal workflows. Beyond being a very likeable group, they have established clients stateside that have gone through similar technology upgrades so that provides us with a knowledge base and support benchmarks we can lever right from the outset.”
 
“We have worked incredibly hard to earn the trust and respect of all of our clients and are very proud to include a global law firm leader such as Eversheds to our roster,” stated Lance Waagner, president & CEO of Intelliteach and former large law firm CIO. “We opened our London office to better serve the needs of an increasingly global law firm community and are excited to welcome Eversheds as an early adopter. Based on our support of 80,000 law firm users and providing answers to 50,000 legal application questions every month, we feel confident about expertly supporting Eversheds and its service desk needs.”