Supportworks has also enabled the department to track and log all calls more effectively. The system generates automatic emails when a call is opened and closed, providing the support staff with a record of each call and who has control of it. Analysts also use “multiclips” – a facility that allows them to add information in just three clicks – to record a problem and a resolution on the system.
The reporting function within Hornbill’s Supportworks enables Wragge’s Support Services Managers to see exactly what categories of calls are being escalated to second line support staff – and at what point in the call. Such call data improves resource planning and enables the department to plan training for new starters as well as refresher courses for regular users.
According to Wragge & Co’s Desktop Services Manager, Hazel Healy: "The transition to Hornbill’s Supportworks was very smooth. The functionality within Supportworks has more than met our expectations - we handle over 300 calls daily of which 80% are resolved by first line staff, thanks to the systems we now have in place."
Gerry Sweeney, Managing Director at Hornbill Systems, commented: "Companies like Wragge & Co. have a wide range of business, desktop and network systems to support, along with users of varying experience and needs. Supportworks’ functionality enables a helpdesk to support users effectively by identifying and resolving routine issues as well as being able to analyse call data for proactive planning. Such systems not only enable staff to operate efficiently, they improve customer service delivery."
NOTES TO EDITORS
This press release may contain information of general interest about current legal issues, but does not give legal advice.
About Wragge & Co
Wragge & Co LLP is a major UK law firm providing a full range of legal services to businesses worldwide. Our client base includes more than 30 FTSE 100 companies: BP, BT, GlaxoSmithKline, Marks & Spencer, HSBC, Lloyds TSB, 3i (panel), Smiths Group, and some of the world’s largest and most successful organisations: H.J. Heinz, RMC Group (panel), British Airways, Capgemini UK, E.ON, McDonald’s, Enterprise Inns, GE, BUPA, National Audit Office, RHM, William Hill, Castlemore Securities and ProLogis Developments. Around 25 per cent of our work is international and we have an association with leading independent German law firm Graf von Westphalen Bappert & Modest.
Wragge & Co’s core work areas are corporate, real estate, human resources, dispute resolution, finance projects and technology. Many of our teams are acknowledged to be among the best in the UK – construction, intellectual property, employment, private equity, outsourcing, real estate, antitrust, e-business, pensions and advertising.
As the UK’s largest law firm with a main base outside London, we operate on a lower cost base than almost any corporate firm with equivalent strength, depth or resource. With 1000 people including 105 partners (1 June 2005) we have the resource to handle the largest transactions and many of our lawyers are the UK’s top experts in their fields.
Wragge & Co is renowned for relationships, technical and service excellence, people culture and leading edge technology:
- Wragge & Co is 24th on The Sunday Times 100 Best Companies to Work For and the only law firm ranked in the Financial Times 50 Best Workplaces in the UK.
- Wragge & Co is the largest UK law firm to achieve quality standard ISO 9001:2000.
- Wragge & Co was ranked ninth in an independent survey of legal advisers to FTSE 100 companies.
- At the 2005 Birmingham Law Society Awards, Wragge & Co lawyers were named Litigation Solicitor of the Year and Pro bono Solicitor of the Year.
- Wragge & Co was named Best Service Provider in Solicitors’ Race Equality Awards.
- Wragge & Co is LOTIES Law Firm of the Year 2004.
- Wragge & Co won the first 'Business Charter Award' for its positive impact on and contribution to the local community.
- In the US, Wragge & Co won the US InnovAction 'Leader Ships' award, sponsored by the College of Law Practice Management and Microsoft, for enterprise.
Our pro-bono and community activity is based on support in five areas; free legal advice, homelessness, education & mentoring, inner city projects and charity support. Wragge & Co people have voted Fireside, a Birmingham based organisation supporting the city's homeless, to be the firm's principal charity for 2004/05.
For more information please visit www.wragge.com.