Case Study: Schulte Roth & Zabel LLP achieves 60% higher ROI and 4.9/5 attorney satisfaction with Giva Service Management Suite

Schulte Roth & Zabel LLP - Customer Case Study

Schulte Roth & Zabel LLP, a top-100 global law firm, struggled with low attorney satisfaction and slow internal IT support at a time when rapid issue resolution is critical to billable work and meeting deadlines. The firm needed better ticket tracking, faster escalation, and measurable service improvements to keep attorneys productive and reduce risk.

SR&Z implemented the Giva Service Management Suite (eHelpDesk/eKnowledgeManager) as an on‑demand solution, adding automated notifications, closure-driven satisfaction surveys, real‑time reporting, SLAs and root‑cause analysis. The deployment delivered 24/7 availability, faster resolution and measurable gains: a 60% higher ROI over two years versus competing products, 100% uptime since 2001, over 80% first‑call resolution, an 85% increase in attorney satisfaction and a sustained 4.9/5.0 customer satisfaction rating.

Schulte Roth & Zabel LLP

William McDonald

CIO