The Challenge: Breaking the Cycle of Post-Rollout Call Surges

For many large organizations, a major IT upgrade—like a Windows 11 deployment—traditionally triggers a period of operational chaos. A major law firm found themselves facing the same recurring obstacles during their recent digital transformations:

• Sustained Call Spiking: Historically, the firm experienced intense call volume surges lasting 30–90 days after any new application rollout.
  

• The High Cost of Temporary Staffing: To manage these surges, the firm was forced to hire temporary resources who often lacked deep product knowledge, leading to overstaffing and increased costs.

• Declining Service Quality: The combination of high volume and inexperienced temporary support resulted in slower response times and lower customer satisfaction scores.
  

The Solution: A Proactive, Self-Service Training Strategy

The firm partnered with Knowledge Accelerators to replace their reactive support model with a proactive training approach designed to resolve issues before they reached the service desk.

The solution focused on three key pillars:

• Pre-Launch Training Access: Instead of waiting for launch day, employees were given access to customized training materials well before the new IT platform was deployed.

• Integrated Self-Service Library: A robust system of instructional videos was introduced, allowing users to find visual, step-by-step answers to their questions independ
  

• One-Click Automated Ticketing: For issues that did require IT intervention, the self-service system was integrated with an automated ticketing tool, allowing users to open a service desk ticket instantly with a single click.

The Results: A Seamless Transition with Flat Call Volume

By prioritizing employee readiness through a customized copilot accelerator for digital adoption, the law firm successfully broke the cycle of post-rollout disruption.

• Zero Post-Rollout Call Spikes: The firm successfully maintained a flat call volume, completely avoiding the typical 30-90 day surge associated with major upgrades.
  

• Significant Cost Savings: By preparing users in advance, the firm eliminated the need for expensive, peak-load temporary staffing.

• Faster Technology Adoption: Equipped with the right knowledge at the point of need, employees adjusted quickly to Windows 11, accelerating overall firm-wide productivity.

• Improved Service Scores: Faster resolution times and better-prepared users led to a measurable boost in customer satisfaction and overall service quality.

Learn how our proactive Copilot training for employees and self-service solutions can help you eliminate call spikes and ensure your next rollout is a success.