A prominent law firm, with its sizable team and demanding caseload, was increasingly frustrated with its existing IT support. Response times were sluggish, and the service felt impersonal and generic—a classic case of one-size-fits-all service delivery. For professionals accustomed to precision and personalized service, this was more than an inconvenience; it was an impediment to their productivity.
In a field where time is of the essence and client service is paramount, the law firm needed an IT partner that could understand its unique challenges and needs. The desire was for a solution that felt tailor-made, with an emphasis on improving the staff's user experience and overall productivity.
Riddle took a deeply personalized approach. They began by engaging closely with the firm's management to gain an in-depth understanding of the firm’s technology use and the pain points it generated. Departing from the traditional, impersonal ticket-based service, Riddle redefined IT support, forging personal connections with the staff. They transformed from an external IT vendor to an integral part of the firm, effectively becoming the law firm's IT department. The Riddle team then overhauled key IT processes like employee onboarding, system replacements, and training, resulting in noticeable improvements in efficiency. Beyond internal IT processes, Riddle also established themselves as the primary point of contact with other vendors—from ISPs and access control to AV—ensuring seamless project management. They extended their responsibilities to manage larger-scale initiatives, such as new office build-outs and generator installations.
With Riddle at the helm, the law firm experienced a dramatic improvement in user productivity. The firm's professionals now had an IT department that was responsive, understanding, and proactive, allowing them to focus solely on delivering top-tier legal services. Riddle not only resolved the immediate issues but also positioned the law firm for future growth and technological advancements.
