Ascertus Limited, a provider of document and information lifecycle management solutions to law firms and corporate legal departments, has won the contract to provide iManage Work Product Management system support services for RadcliffesLeBrasseur. Additionally, this UK-based law firm, which provides business, regulatory, not-for-profit and private legal advice; is planning for Ascertus to upgrade the firm to iManage Work 10, the latest version of this next generation of email and document management system.
Presently, there are 160 users of iManage Work across RadcliffesLeBrasseur’s three offices in London, Leeds and Cardiff. Once transitioned to iManage Work 10, users will be able to take advantage of the improved mobility and security-related functionality offered by the solution.
Following the termination of RadcliffesLeBrasseur’s previous support agent from the iManage Partner Programme earlier this year, the firm was extremely diligent about finding a replacement. RadcliffesLeBrasseur selected Ascertus, after a rigorous tender process, for its customer-focussed approach, company ethos, consultancy-led attitude and willingness to work with other solution providers to meet the technology needs of the firm.
Simon Gatward, Head of IT at RadcliffesLeBrasseur, explained, “Very early on in our interaction with Ascertus, we concluded that they are all about customer service and aren’t chasing the money as many other service providers do. They completely engaged with us to understand our needs.
“For instance, rather than conduct the Health Check of our IT remotely – which is what technology vendors typically do – an Ascertus engineer was stationed in our office to conduct the activity. Additionally, they are able to provide ‘wrap-around’ solutions and advice on the best approach to technology. This capability will be valuable to us for the long-term.”
In the latest survey conducted independently by iManage, Ascertus was voted the number one by customers for the quality of its support services in the UK.
Recently, Ascertus strengthened its customer support organisation with the appointment of a Technical Support Manager with responsibility across the company’s product portfolio. Responsibility, responsiveness and reliability underscore the support offering at Ascertus. Support is also a core part of the account management function at the company. Its London-based support desk comprises highly experienced and technically sound engineers, all of whom have previously worked either within law firm IT departments or in professional services firms providing support to law firms. They understand the pressures that knowledge workers face, are excellent at problem solving and proficient in inter-personal communications.
“Good support underpins the success of any technology in an organisation,” said Roy Russell, CEO of Ascertus Limited. “We are mindful of this and so are continuously raising the bar for what constitutes a good quality support service. This approach is winning us business as many service providers today tend to focus on implementation with support often viewed as an aside.”