Case Study: a top 100 UK law firm strengthens end-user support with Acora

Top 100 UK Law Firm cuts service desk transition to 8 weeks with Acora

The customer, a top 100 UK law firm, faced challenges with its outsourced IT service desk, including poor response times, high staff turnover, and a lack of specialist end-user support that was damaging its reputation and lawyer productivity. The firm invited vendor Acora to participate in an RFP and ultimately chose them for their specialist legal focus and end-user support service.

Acora transitioned the firm's service desk to its ISO-certified center in a managed 8-week program. The solution provided responsive support with defined SLAs that were consistently met or exceeded. Acora's flexible model easily adapted to support a significant merger, leading the firm to expand Acora's scope to include second-line support. The results included a massive increase in response levels from day one and an improved IT ecosystem that enabled new innovation, with the CIO praising Acora's proactive collaboration with other providers.