"Day in the Life" Demonstration

Outsourced Litigation Support Service Provider

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You have many different litigation support projects in process with many different law firms. How do you manage and track these projects? Today, the primary communication vehicles for Operations and Support professionals are paper, email, and voicemail. Your organization generates and forwards these communications within and to your law firm customers, but communication is often not clear and access to important information is not available to people that need it.

• The prioritization of tasks is also not always clear.
• Since there is no request tracking system, service levels are not accurately measured.
• Often, priority requests are not resolved and escalations do not occur in a timely manner.
• Only certain people know the details about a specific project status.
• There is no central repository of all the litigation support projects in one place.

Furthermore, your law firm customers struggle to keep the efforts of assistants, paralegals, and the Litigation Support Department all coordinated. As their partner, you can bring significant value to them by allowing them to share a tool that can streamline the workflow process between your organization and law firms.

The “Operating System” of a Customer Service Driven Organization

Now, there is a better solution. Giva eServiceDesk is an on-line, Web-native service request tracking and reporting system. It allows you to receive requests and communicate securely via a shared Intranet application.

Giva eServiceDesk has a highly customizable workflow and business rules engine that is configurable to your specific needs and requirements. Your staff, without the help of a consultant, can easily create dynamic forms and management reports. It is possible to integrate Giva eServiceDesk with billing systems for cost recovery.

You Cannot Improve What You Cannot Measure

Giva eServiceDesk will help you make sure that employees are always working on the top priority requests. With Giva eServiceDesk, you can easily measure service levels and analyze trends. You can measure customer satisfaction with your company as well as individual employee productivity and effectiveness. Reports are also available to justify the size of your current staff or a request for additional staff.

Without measurements, there can be no accurate knowledge of performance and staffing requirements. Are your departments under or over staffed? What is the productivity level of each headcount?

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