Carbert Waite LLP is a law firm in Calgary, Alberta, specializing in commercial litigation, estate planning, and business law. As a boutique firm with a self-described “entrepreneurial spirit and flexible approach to the practice of law,” Carbert Waite was looking for a full-service IT provider that could balance everyday troubleshooting with long-term planning. Bonus points if that same IT provider could match Carbert Waite’s friendly and flexible spirit.
The situation was unsustainable, as the more tech-savvy lawyers of the firm found themselves troubleshooting their colleagues’ tech issues on a regular (and time-consuming) basis.
When Carbert Waite’s relationship with their long-term IT partner drifted, they found themselves hunting for a new one. Three years of technical instability and 2 IT providers later, the firm was feeling a general loss of confidence in outsourced IT: the first provider offered quick band-aid solutions, but lacked foresight, while the second excelled at the big picture but was unresponsive on day-to-day issues. The situation was unsustainable, as the more tech-savvy lawyers of the firm found themselves troubleshooting their colleagues’ tech issues on a regular (and time-consuming) basis.
After reaching out to other law firms in hopes of finding a provider up-to-speed on law tools, Carbert Waite decided to engage Accurate’s Managed IT Services, and we kicked off the onboarding process.
Accurate approached the Carbert Waite onboarding process with the same thoroughness and attention to detail it does all onboardings, a process made more challenging by the lackluster cooperation of the outgoing MSP. Accurate ended up building the vast majority of Carbert Waite’s documentation from scratch, which ensured consistency and accuracy across the board; Accurate was even able to uncover several pieces of hardware as well as issues that neither of Carbert Waite’s previous two providers had identified.
Carbert Waite experienced a dramatic 80% reduction in tickets from their previous provider within the first week.
With Carbert Waite’s environment fully surveyed and everything in place, we launched test machines 10 days in advance of the scheduled Go-Live date; this advance testing would allow us to work out any issues well ahead of time, ensuring the smoothest transition possible.
The Go-Live date went ahead as scheduled and, despite some to-be-expected hiccups, Carbert Waite experienced a dramatic reduction in tickets from their previous provider within the first week—an 80% reduction, to be exact.
In our interview with him, Carbert Waite’s primary IT contact joked of the onboarding process, “Oh, this is how this is supposed to go.”
The People Component
The success of the transition went beyond technical success alone. From the outset of the process, Carbert Waite was impressed with the responsiveness and availability of our Onboarding Specialist, Fraser. Accurate’s Onsite Tech, Nav, was also onsite in advance of the Go-Live date, meeting Carbert Waite staff and putting faces to names.
By engaging Accurate, Carbert Waite also gained a dedicated Account Manager, Evan, who took on the planning of their long-term IT strategy, as well as a dedicated helpdesk team with expertise in Carbert Waite’s line of business apps and years of experience supporting law firms. The combination of the two finally gave Carbert Waite the total IT support that it had been seeking.
Carbert Waite have excitedly abandoned their moonlighting gigs as IT Techs and gone back to lawyering.
With our mutually respectful partnership in place, the dramatic reduction in ticket numbers, and the resolution of years-long tech issues, we’re happy to report that the lawyers of Carbert Waite have excitedly abandoned their moonlighting gigs as IT Techs and gone back to lawyering.