A Helpdesk Health Check GURU’S GUIDE: Intelliteach, Inc. GURU’S GUIDE: A Helpdesk Health Check LAW FIRM SPECIFIC METRICS & KEY PERFORMANCE INDICATORS

HOW TO IMPROVE YOUR DESK Q&A Intelliteach, Inc. [ AGENDA ] INTRODUCTION DEMOGRAPHICS YOUR STATS BENCHMARK STATS HOW TO IMPROVE YOUR DESK Q&A

[ INTRODUCTION ] Lance Waagner Intelliteach Intelliteach, Inc. [ INTRODUCTION ] Lance Waagner Vice Chairman of Intelliteach Former Law Firm CIO 20+ years in the legal industry ILTA Vendor Thought Leadership Award Recipient Active Member, speaker & writer for ILTA , HDI and ALA Intelliteach Service Desk Formed in 1998 Provide both Service Desk Support and Managed Service to Legal 24/7/365 Live End-user Support Only work with Law Firms Over 35% of AMLAW 200 Provides support to over 100,000 law firm users in 1250 locations in 50 countries Largest law firm specific service desk company in the world Contains over 8,000,000 previously resolved law firm requests Offices in Atlanta, London & St. Louis

Intelliteach, Inc. [ DEMOGRAPHICS ] Sample taken from 25,000 end users with tickets from Jan 1st 2013 – Dec 31st 2013 across a range of firm sizes, locations and various IT departments.

Intelliteach, Inc. [ YOUR STATS ] Graph 1: [ TOTAL USERS TO IT SERVICE DESK STAFFING RATIO ] Total Users _________ ÷ Total Service Desk (SD) _________ = _________ Total Users _________ ÷ Total IT (Including SD) _________ = _________ Graph 2: [ SERVICE DESK PRODUCTION ] Average Monthly Tickets _________ ÷ Total Service Desk _________ = _________ Graph 3: [ AVERAGE TICKETS PER END USER ] Average Monthly Tickets _________ ÷ Total User _________ = _________

[ TOTAL USERS TO I.T. & SERVICE DESK STAFFING RATIO ] Intelliteach, Inc. [ TOTAL USERS TO I.T. & SERVICE DESK STAFFING RATIO ] This chart represent the end-user ration to both the total service desk as well as total IT (including service desk). Higher rations represent a more cost effective team in each category, assuming each team is delivering on their service levels and/or projects and objectives.

[ SERVICE DESK PRODUCTION ] Intelliteach, Inc. [ SERVICE DESK PRODUCTION ] This chart represent the average number of tickets opened by the Service Desk in a given month. Above average numbers would be considered the more productive team, assuming quality isn’t lost by the higher production. We believe the smaller the firm, the more likely the desk is assuming multiple roles, thereby lowering traditional desk production.

[ AVERAGE TICKETS PER END USER ] Intelliteach, Inc. [ AVERAGE TICKETS PER END USER ] This chart represents the average number of tickets per end-user per month (counting all end-users) and can be used to determine the health of the desk. Intelliteach typically sees a 2.1 tickets per user per month during normal operations or an increase to 2.1 (40%) for firms in large conversions or upgrades. Too low a number (<1.0) generally will reflect a non-effective desk (where the end-users are going around the desk OR analysts aren’t logging tickets) and too high (>3.0) generally reflects an unstable IT environment.

[ HOW TO IMPROVE YOUR DESK] Intelliteach, Inc. [ HOW TO IMPROVE YOUR DESK] ACD WFM Adherence Monitoring and Adjusting Bottlenecks Motivation Training Feedback

Automatic Contact (Call) Distribution System Intelliteach, Inc. [ ACD ] Automatic Contact (Call) Distribution System Collects real-time & historical results and reporting of contacts (phone, email, vmail, chats) successful and unsuccessful Routing of contacts based on time, volume or certain events Optional recording of contacts The “first step” in resource management

Real-time Actionable Views Intelliteach, Inc. [ WFM ] Work Force Management Real-time Actionable Views Actual Contacts vs. Forecasted Service Level Management Outage Volume Management

Staff motivation (covered in later slide) Awards / Recognition Intelliteach, Inc. [ ADHERENCE ] With WFM, Adherence becomes the largest challenge to a desk achieving its SLAs Staff motivation (covered in later slide) Awards / Recognition Flexible schedules Carpool or Mass Transit incentives Compensation

[ MONITORING & ADJUSTING ] Intelliteach, Inc. [ MONITORING & ADJUSTING ] Reports that matter to the people who are reading them (target to the audience) Exception reporting Share with IT (training, networking, etc.) Share with HR (hiring) Share & Market to others (end-users) Make adjustments to staffing, schedules, and learning curriculums based on data

Too many incidents / requests, not enough people to handle them Intelliteach, Inc. [ BOTTLENECKS ] Too many incidents / requests, not enough people to handle them Daytime or 24/7 coverage Alternative routes to the desk Self-Service

[ MOTIVATING ] Care Rewards Adherence and Availability Intelliteach, Inc. [ MOTIVATING ] Care Rewards Adherence and Availability Personal Resolution Rate Submit or Cleanup 5 Knowledge Base Articles Training Hours used Appropriately and Clear Review Tab Call Evaluations and no Needs Improvements Surveys Top Ticket Producers Per Shift

[ TRAINING ] 150 hours of intensive onboarding training: Intelliteach, Inc. [ TRAINING ] 150 hours of intensive onboarding training: At the end of each week, the analyst is tested and must pass with a 90% or greater in order to continue employment. 100+ hours of client specific training throughout the year. Microsoft Office Specialist (MOS) Certification: Microsoft Authorized Testing Center. Nearly 1/3 of our analysts are MOS Masters which include certifications on Word Expert, Excel Expert, PowerPoint, and Outlook. Word certification is part of new analyst onboarding. Weekend Bootcamps: Bootcamps are mandatory and are provided in addition to other training initiatives. Refresh analysts skills on customer service (soft skills), troubleshooting, and client tools. Ongoing Scholarship and Internship opportunities for analysts to grow their skill set and progress professionally.

Per-ticket, end-user survey opportunity IT-wide ticket review Intelliteach, Inc. [ FEEDBACK] Per-ticket, end-user survey opportunity IT-wide ticket review Other department review Bi-annual end-user surveys for trending

Intelliteach, Inc. [ CONCLUSION ] ? Q & A ? ?