In the fast-moving world of legal services, reliable technology is essential to truly set tech suppliers apart. At Ochresoft, we believe that outstanding service is equally essential, for us customer service isn’t just a department, but a company-wide commitment. From rapid response times to thorough investigation of issues, every interaction is designed to ensure a seamless customer journey. Consistent support, backed by positive feedback and industry recognition shows a story of trust, efficiency and excellence.
Our 12 clear and measurable promises provide clients with the confidence and clarity they need. These include proactive communication and having a dedicated account manager who is there to support you. Whether it is replying to phone queries within an hour or resolving enquiries within 24 hours, Ochresoft ensures no questions from our customers goes unanswered for too long. Every piece of feedback is taken seriously and acted upon, helping the team to continuously improve. These promises aren’t just words – they’re followed up, investigated and consistently delivered, forming the foundation of Ochresoft’s trusted reputation.
The numbers behind the support
Over the last quarter, we have handled an average of 180 calls per month, with less than 1% of those calls not being answered. This means that less than 2 calls per month have been missed. If you call us and we do not answer, it’s likely that our Support Team are on other calls and we’ll get to you as soon as we possibly can. We answer your calls within an average of 16 seconds. Inbound Technical Support teams usually target an average wait time of less than a minute, so we are delighted to be able to provide this level of service to you.
We received an average of 450 support tickets per month, resolving 96% without the need for escalation, and have achieved a satisfaction rating of 98% which makes us really proud. We are incredibly grateful for the time you take to complete our short satisfaction survey. It’s really important to us that we get it right for you. We immediately investigate any dissatisfaction and put steps in place to resolve any issues.
Our Legal Trainers have carried out more than 90 hours of Conveyancing and Private Client training, both onsite with our customers or remotely via MS Teams. Interestingly, nearly 30% of our support tickets relate to either Task Removal (where a task has been created on the incorrect case) or Help Query (where someone is seeking help with Intelliworks). By spending time with our Legal Trainers, you lessen the likelihood of needing assistance, saving you valuable time to spend with your clients. We love to spend time with our customers, so if you think we can help you to make even more use of Intelliworks to maximise your efficiency, please let your account manager know and we’ll be happy to help.
With clear commitments, fast response time and a people-first approach, we continue to set the benchmark for support in legal tech. For law firms who are looking for more than just software, Ochresoft is here to provide great technology as well as a team that works diligently behind it.
