Case Study: DLA Piper improves compliance and service levels with Prosperoware's Milan Help Desk

DLA Piper reduces risk, ensures compliance, and improves service levels with Milan Help Desk

DLA Piper, a global law firm, faced challenges with the iManage WorkSite security tool NRTAdmin. Granting this powerful administrator access to many staff for daily tasks created security risks and compliance concerns for clients, as it provided excessive data access not on a "need-to-know" basis. Furthermore, the requirement to escalate simple user requests to a small group of second-line support staff hindered service delivery.

The firm implemented Prosperoware's Milan Help Desk solution to replace NRTAdmin. This platform granularly distributes administrative capabilities, allowing DLA Piper to delegate specific, limited permissions to more staff. As a result, Prosperoware's solution significantly reduced risk, ensured better client compliance, improved call resolution rates, and diminished the need to escalate support tickets, freeing up their IT teams for more complex tasks.

DLA Piper