We have a 98% client retention rate and we do this with no contracts. The secret of our high customer loyalty is simple: fast response time; zero unresolved issues; and personalized service. This isn’t just marketing material for us, these are the core tenets of our business. The owner of the company constantly follows up with his technicians and clients to make sure we are hitting our goals.
3-5 Minute Response Time
All computer issues are important to users and we treat them as such. Even something as simple as a broken mouse can cause lost productivity. We respond requests for support in 3-5 minutes. We can usually take care of most issues remotely. However, some problems must be resolved on site. Fortunately, this isn’t a problem. Our office in Chicago is located in the heart of the Loop at 141 W. Jackson. We are usually only a quick cab ride away.
Zero Unresolved Issues
We believe that your technology should be transparent. You shouldn’t have to fight with your technology to do your work. Unresolved issues are frustrating. One of the biggest complaints with new clients is that their old IT consulting firm was unable or unwilling to resolve all of their issues. We believe that all issues can be resolved. To meet this goal, we use an internal system to track support resolution times to make sure that all outstanding issues are resolved promptly. Each ticket is followed up on by the owner of the company to make sure that everything is being properly resolved.
Personal Service - 24/7
We don’t believe in help desks because you shouldn’t have to work with an anonymous tech not personally invested in your business. Each of Firefly’s client are assigned their own personal tech backed up by a second tier tech. This system is ideal because the tech providing support already knows how you work and understands your network when you reach out for help. It saves a lot of time on when trying to resolve a problem.
We have also found this working relationship helps us to proactively provide solutions that fit your workflow.
Outsourced Computer Support to Chicago Law Firms.
Firefly Network Services provides a range of IT support, computer support and help desk services for law firms, legal practices & Sole Practitioners in the Chicago, Loop, and River North. We help law firms and attorneys focus on running their practice. One of our core philosophies is that technology should be transparent. Lawyers should be able to focus on their work product not dealing with computer issues.
Because Firefly was founded by an attorney, we are uniquely familiar with the technology challenges of the legal industry. We understand the importance of keeping your network running smoothly. Any downtime results in lost billables. We focus on keeping your network stable your computers running smoothly. As well as keeping your data safe, secure and private. To stay productive, your employees need round-the-clock access to their computer systems and straightforward retrieval of electronic files and research. We are a 24/7 shop.
Your attorneys, associates, and staff should be focused on their work and not fighting against the technology that should be helping them.
What We Do To Make Sure Your Computer Systems Run Smoothly
Small legal offices in Chicago do not get the computer support they need to they must keep their offices running smoothly. We fill that gap by bringing corporate level IT support to small law firms and solo practitioners in Chicago. We take a multi-level approach to make sure that your computer systems are running smoothly.
Workstation Level – We make sure that your workstations are functioning smoothly with no reoccurring problems. We also provide training to help users if they are having problems using their desktop software
Network Level – We also make sure that your network is setup correctly with data being properly routed. We also make sure that your network is properly protected with the appropriate firewalls and security procedures. Finally, we configure your network so you have safe and secure remote access.
The Server Level – We make sure that your servers are properly patched and error free. If you are having problems with your server your entire office is likely to suffer. Best practice is to resolve issues on the server level before they become problems. We also maintain and support mail servers.
Disaster Recovery – We push disaster recovery solutions beyond the standard practice of onsite backup. Instead, we use a mirrored server solution that allows you to be back up and running in 15-30 minutes. If your main server fails, is infected with ransomware, or is physically destroyed we can have you back up in a blink of an eye. If your office is inaccessible, we can fail over to the cloud and you can securely access your files from home. This solution is generally cheaper than an onsite & cloud solution.
We Know The Software That Runs Your Law Firm
Firefly has real-world experience providing support for the tools that your attorneys count on every day. Our consultants are highly versed in the software and hosted applications typically used within the legal industry, including:
Case Management: AbacusLaw, Amicus, Credenza, CaseMap, Firm Central, PracticeMaster, Prolaw, and Time Matters.
Time and Billing: most cloud providers as well as Juris, PC Law, Sage, TABS3, and Turbolaw.
Document Management: Worldox, Autonomy Worksite (iManage), NetDocuments, and Prolaw.
Discovery & Litigation: Concordance, Logicull, Law Prediscovery, Prolaw, Summation, Worksite