The reduction is due to customer demand, and is part of a range of policies put in place to help the firm attract and retain the best people so that it can achieve its goal to become one of the top 15 law firms within the next five years.

The IT Department's helpdesk receives an average of 2,500 calls per month. These are routed via an ACD (Automated Call Distributor) to the next available analyst, at which ever location. The firm has operations in London, Leeds and Manchester, and if local help is required, like a desk visit, the calls are forwarded to the local office using Supportworks. As well as the IT Support Services team, which includes the helpdesk, training and IT administration, the system is used across the IT department by the technical services team, the legal systems team and a team of developers. Supportworks enables everyone to share information, and escalate calls easily. The total visibility of the system together with its workflow processes ensures that all team members can see what is happening with any call, and that the calls are managed through to resolution.

Supportworks is also used to provide support to the firm's clients who use Addleshaw Goddard’s Employment Channel. This service comprises broadcast comment and advice on employment law and a range of associated topics which subscribers access via the Internet and won the firm the Legal IT Forum's 'Electronic Delivery of Legal Service' award in 2004.

Susan Lee, IT Support Services Manager commented, "By the end of 2005 we are looking to deal with 95% of calls within an hour. Without Supportworks it would be very difficult for us to manage this kind of performance, because we simply wouldn’t have the information in time. The ability to search quickly for information on previous calls within the knowledgebase, and the facility to share information with other users are major factors in our ability to meet the new call resolution targets."

Gerry Sweeney, Managing Director of Hornbill commented, "In most industries and business sectors, the quality of service provided is becoming a key differentiator. Forward thinking organisations such as Addleshaw Goddard understand that in order to gain competitive advantage, not only do they have to provide excellent service to their external customers, but they also need to provide the same levels of support for the people working within the business. By using service and support platforms like Supportworks, firms are able to share data and integrate with other business systems enabling them to search and access relevant information to provide immediate help and support."

NOTES TO EDITORS
About Addleshaw Goddard
Addleshaw Goddard delivers client services through four Divisions located in three offices located in London, Leeds and Manchester, and has a wide international network of ‘Preferred Firms’ around the world.

The ambition of the firm is to be the first choice for clients through the delivery of commercial and innovative solutions for their businesses and by exceeding their service expectations.

For more information please visit: www.addleshawgoddard.com