Edwards Wildman Chooses Keno Kozie for Assistance with IT Support

USA/Canada News

17
Sep
2014

Editor

Keno Kozie Associates, a leading provider of information technology design, service and support to law firms and legal departments, today announced that the law firm of Edwards Wildman has chosen Keno Kozie for assistance with IT support. 

Edwards Wildman has experienced recent growth and was looking for help managing tech support and help desk services internally. In early 2014, after careful research, Edwards Wildman chose Keno Kozie to begin providing after-hours support. After working with Keno Kozie for a few months, the firm decided to expand Keno Kozie’s responsibilities.

“We’ve already had numerous internal lawyers and staff report a high degree of satisfaction with the service they have received from Keno Kozie,” stated Scott Christensen, Edwards Wildman’s director of IT. “They are very happy with the results.”

The firm wanted to make some improvements, including its abandoned call rate. At the end of 2012, the abandoned call rate was approaching 28 percent. After making a concerted effort to address the issue with internal resources in 2013, the rate dipped into the 10 to 15 percent range. Now that Keno Kozie is handling the overflow calls to the help desk, abandoned calls are virtually non-existent.

“Our team really enjoys working with Edwards Wildman,” stated Sue Keno, vice president of Keno Kozie. “They are really dedicated to providing a better experience to their employees and were really involved in ensuring that our team was up and running as a true extension of their IT department.”