How XLAs, Proactive IT Make the Difference at LexisNexis
Summary
These powerful tools and solutions are widely used by law firms across the globe to help lawyers efficiently manage their work, better serve their clients, and win cases. “It’s hard to believe that a year ago, some of the decisions we were making, we didn’t have the data to back it up,” said Greg Dolphin, Global IT Support Manager at LexisNexis, during a session at Lakeside’s DEXterity Virtual Conference 2021. While SLAs do show IT is able to successfully address reported issues, for example, they don’t take into account an end user’s frustration or the impact on their productivity like an experience level agreement. By applying intelligent analysis to a rich repository of data, SysTrack provides organizations with deeper insights into their digital environments, both in real time and through historical trends. With digital experience management tools, we now have data that helps us understand what is wrong ... before we even reach out to (customers).” The initial proactive service operations directives: Track and improve the quality of calls made with Microsoft Teams and monitor the overall health of devices to address poor performance issues.
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