“HiveMind” Client Care:
Concierge Service & Support
Subject Matter & Technical Experts On Call for Your Firm
"You do this better than our vendors… which is why we call you.”
— InOutsource Support Client
While every software vendor offers basic helpdesk support — and even “enhanced” assistance — it’s more common than you might think for firms to rely on third parties for aid and insight.
This is particularly true for risk management, information governance, and analytics tools. That’s because addressing issues and enhancing operations in these domains requires advanced understanding — not only of complex software applications, but also of layered policies driving practices, intricate data and work flows, and the broader environments in which these functions execute. In short, context matters.
What’s more, vendor support typically stops short of active involvement in executing enhancements like updating forms or consulting on best practices — directing clients to engage professional services instead.
The Advantage of Working with Independent InOutsource Experts
Today, of the 200+ firms we serve, over 70 have active support plans with InOutsource — with many relying on our team to assist with multiple products, across several areas of our practice expertise. And now, to further enhance our clients’ experience, we’ve made fresh new investments in people, process, and tools.
We call this updated offering — which offers support, advisory, and professional services — HiveMind Client Care, because it makes it possible for firms like yours to tap our organization’s collective experience and skill.
Benefits of InOutsource Hivemind Client Care
- Easy access to our experts
- Clear visibility into requests and response
- Fast resolution of issues, with SLAs
- Simple communication & collaboration
- Predictable budget, with substantial cost savings
- Proactive outreach & maintenance from InOutsource
Tackling issues including:
Software Break-Fix
Vendor Advocacy
and Issue EscalationUpgrade Readiness
Data Clean-up
GuidanceDesign Enhancements
Software Break-Fix
Vendor Advocacy
and Issue EscalationUpgrade Readiness
Data Clean-up
GuidanceDesign Enhancements
A Simple and Straightforward Support Process
Overseen by a dedicated InOutsource client support manager, and streamlined by our ticketing system, HiveMind Client Care provides firms with an easy way to engage experts, and an exceptional experience.
InOutsource client care manager assigns matter to relevant internal expert, and tracks overall progress
Ticketing system enables “enterprise” experience, providing clients with visibility into issue status and history
Assigned resources work directly with client to coordinate response
Automated updates and logged communication for smoother knowledge management
Client care escalates within InOutsource, as necessary (including based on client request)
Client Perspectives on HiveMind Client Care
“The new InOutsource support system and processes have a lower latency and higher response times relatively to our old approach. Many thanks to the team for your great solution and work on our recent tickets.”
Cloud Applications Manager
700-attorney firm, based in Canada
“As always, support is excellent. The entire InOutsource team is awesome — very responsive and helpful!”
Director, Information Governance & Intake Compliance
400-attorney firm, based in the Southern U.S.
Learn More
HiveMind for:
Intapp
Whether you’ve adopted a single application, or their complete risk and compliance suite — your firm has made a significant investment in Intapp. It’s critical you get the ongoing return you expect on that investment.
HiveMind for:
Information Governance
It’s critical that your IG and IT teams are able to use the full capabilities of the system, streamline key processes for lawyers and support staff, and get the insight and visibility you need to be effective and effectively protect your organization and clients.
HiveMind for:
Analytics
Whether internal demand for analytics work exceeds staff capacity, skills gaps may slow productivity, or shared resources result in one department’s needs resting lower on a centralized punch list, it helps to have external experts ready to lend a hand.
