Case Study: Law Firm IT

A Frantic Phone Call … PCS to the Rescue

A True Story

 

It was a warm, late afternoon in May when the call came in after business hours. “Our entire computer system is down, our tech can’t fix it, and someone said you could handle the job,” said the shaky voice on the phone. “Can you fix it?”

Any time your IT system fails, it’s a major problem, whether you’re a company of one or a thousand. This was a major league problem. The caller was a partner at a national law firm with more than 500 lawyers, who recognized that their billings, impending deadlines and obligations were in jeopardy if they were not online the next morning.

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PCS immediately dispatched two of its best technicians to the law firm in Philadelphia, arriving in less than an hour. Back at PCS headquarters, two other technicians — working remotely — stood by, poised to help.

The infrastructure had a “heart attack” because their virtualized environment crashed, said a PCS technician on the rescue team. “We had to stabilize the system, create some desktop support and completely reconfigure their network,” he said.

One lawyer, who watched the PCS duo working on the system, walked over and said: “Do you have any idea how many billable hours we’re going to lose if you don’t get this up and running?” The technician responded with a shoulder shrug and said: “We’ll fix it.”

“It was a perfect storm, which no one anticipates until you’re in it,” said Anthony Mongeluzo, PCS’s CEO and president. “The law firm had gotten comfortable with the system, and they let a few IT people go. The only person on deck was a junior administrator, who lacked the expertise, experience and the crisis checklist to handle a true IT emergency. They turned to another outside IT vendor for help. The vendor knew the depth of the problem and the need for speed were beyond them. They recommended PCS.”

Before midnight, the PCS team was able to resurrect the network and IT system. Before the lawyers returned to their desks the next day, there was no trace of the problem, and they didn’t lose a billable minute. PCS provided new, detailed recommendations on how to prevent a repeat. Within a few months, the law firm turned over their entire IT function to PCS.

“It was a happy ending for the law firm,” said Mongeluzo. “When I got the call thanking me, I said, ‘It’s what we do.’”

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