Helen Luty, Head of Customer Services: “It really has been a year like no other, and like Rob, I am very proud of how the team have adapted to working from home as they support you through your busiest times. For us, visiting you in your offices and providing classroom training was part of our business as usual, and that changed overnight last March. We have now developed our virtual training plans, and since lockdown have held fortnightly new starter webinars for your new recruits, as well as carrying out bespoke training sessions for almost half of you over the last 12 months.
During our account calls with you, we know that many of you are recruiting to help with the current demand, and bringing your people up to speed to help clear your workloads is key to your success. If you would benefit from our help with this, please speak to your Account Manager and we can make sure that one of our fantastic Legal Trainers is on hand to book some training for you. We want to work in partnership with you to ensure you succeed.
We have also strengthened our onboarding process for new customers, and have successfully reduced our project timelines from 6-8 weeks down to just 2 weeks. We are delighted to have welcomed on board several new customers over the last 12 months, many of which are as a result of Intelliworks users moving to new firms and promoting Intelliworks to their new colleagues. This makes us extremely proud. Once an Intelliworks user, always an Intelliworks user.
Our Support Team have undergone some changes too, I’m sure many of you spotted some new names on your Support Ticket responses. Our new recruits have undergone some intensive training themselves and are geared up to provide you with an excellent level of service. Don’t forget, if your issue is urgent, our phone lines are open from 8am to 5.30pm Monday to Friday and our Helpdesk Team are on hand to help. It’s always better to call us if it’s urgent, that way we can gather as much information as possible straight away.
And finally our Account Management Team. We’d like to say a big thank you to you all for taking the time out of your busy schedules to speak with your account manager. It’s really important to us to know that your Intelliworks experience is on track. Please don’t wait for our scheduled calls if there is anything else that we can help with though! We are available from 9 am to 5.30pm Monday to Friday and are always happy to help. In fact we’ve recently been contacted by 2 customers to discuss the relaunch of Intelliworks across their firms, to ensure that they are getting the full benefit of the efficiencies Intelliworks provides. We provide a project team to review current practice, recommend changes and then a training programme to implement. If you think this is something that you would benefit from, please raise with your account manager.”