“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.
Audit Letter Investments and Innovation
Building on its existing Intapp investment, WilmerHale earned awards and accolades for its internal initiative to automate audit response letter management.
Read a summary of their (Star Wars themed) ILTA conference presentation, highlighting the strategy and steps they took to streamline a painful, inefficient process with software-driven document creation and process workflow management (notifications, reminders, tracking, and reporting).
The firm’s metrics show the new system slashing manual and repetitive work, making the process 36% more efficient. And their efforts were characterized as “magical” and “revolutionary” by partners.
Perspectives on Audit Letter Response Compliance and Overhead
“In my Outside Counsel Guidelines database, fully 31% of the clients say that they will not accept any charges for preparation of audit response letters – even though if one is aware of a contingent liability that meets the test, it may take many hours to settle how to report that so that it can be disclosed properly.
“My experience has been that all too often CPAs tend not to mention law firms’ reports, I assume on the basis that the amounts are not material or too contingent.”
Simon Chester
Head of Client and Matter Acceptance Team, Gowling WLG
“Some lawyers may create more potential professional liability over the coming months by drafting a single letter in response to their client’s independent auditor’s request for information than they will throughout the entire rest of the year.
“…[too many firms] have failed to develop and implement appropriate internal policies to insure they handle these auditor’s requests according to the professional standards required of them.
“Best professional practice demands that every attorney or law firm review the ABA-AICPA requirements before responding to Auditor’s Request for Information. Every law firm should implement an internal procedure for responding to auditor’s request for information.“
Tim Soefje
Managing Member and Head of Professional Liability Section, Seltzer Chadwick Soefje & Ladik, PLLC
Learn More About Audit Letter Workflow Automation
Connect with us to learn more, to see a demonstration, and to explore how we can address your firm’s audit letter management:
