--- title: "Case Study: Preventing Call Spikes During IT Rollouts" description: See how a major law firm avoided post-rollout call spikes during a Windows 11 deployment by using pre-launch training and a robust self-service system. image: https://www.knowledgeaccelerators.com/hubfs/Blog%20featured%20images%20(3).png --- [![Knowledge Accelerators](https://www.knowledgeaccelerators.com/hubfs/kno-logo-color.svg)](https://www.knowledgeaccelerators.com/) - Solutions - [Microsoft 365 Training & User Adoption](https://www.knowledgeaccelerators.com/microsoft365-training) - [Copilot & AI Adoption Program](https://www.knowledgeaccelerators.com/copilot) - [Custom Content](https://www.knowledgeaccelerators.com/custom-content) - [CyberSecurity Education](https://www.knowledgeaccelerators.com/cybersecurity) - [Agent Training](https://www.knowledgeaccelerators.com/agent-training) - Integrations - [LMS Integrations](https://www.knowledgeaccelerators.com/knowledge-accelerators-lms-integration) - [ServiceNow Integrations](https://www.knowledgeaccelerators.com/servicenow) - [Case Studies](https://www.knowledgeaccelerators.com/resources) - [Why KA?](https://www.knowledgeaccelerators.com/about-us) - [Our Video Library](https://www.knowledgeaccelerators.com/how-to-video-library) - [Who We Serve](https://www.knowledgeaccelerators.com/who-we-serve) - [Become a Partner](https://www.knowledgeaccelerators.com/become-a-reseller) - [KA on Coursera](https://www.knowledgeaccelerators.com/coursera-courses) - [Contact Us](https://www.knowledgeaccelerators.com/contact-us) [Schedule Demo](https://www.knowledgeaccelerators.com/demo) [Talk to an Expert](https://www.knowledgeaccelerators.com/contact-us) Try It Free ## I’m a... - Software Customer - Software Vendor ### Create your free account to support your end users ### Create your free account to support your end users #### Discover how pre-launch training and a robust self-service system ensured a seamless IT transition without the typical post-rollout disruption. ### Case Study: Preventing Call Spikes During IT Rollouts   ![Blog featured images (3)](https://www.knowledgeaccelerators.com/hs-fs/hubfs/Blog%20featured%20images%20(3).png?width=400&height=400&name=Blog%20featured%20images%20(3).png) Apr 3, 2026, 7:50:40 AM ### ![Copy of CASE STUDY STANDARDIZING GLOBAL SERVICE DESK PERFORMANCE](https://www.knowledgeaccelerators.com/hs-fs/hubfs/Copy%20of%20CASE%20STUDY%20STANDARDIZING%20GLOBAL%20SERVICE%20DESK%20PERFORMANCE.png?width=753&height=1065&name=Copy%20of%20CASE%20STUDY%20STANDARDIZING%20GLOBAL%20SERVICE%20DESK%20PERFORMANCE.png) ## 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.   ## Latest Posts ### [Case Study: Transforming IT Support For A Growing Pharmaceutical Company](https://www.knowledgeaccelerators.com/resources/case-study-transforming-it-support-for-a-growing-pharmaceutical-company) ### [Case Study: Governed Copilot Adoption With a Customized Accelerator](https://www.knowledgeaccelerators.com/resources/case-study-driving-governed-copilot-adoption-with-a-customized-copilot-accelerator) ### [Case Study: The Return on User Adoption: a Service Desk perspective](https://www.knowledgeaccelerators.com/resources/the-return-on-user-adoption-a-service-desk-perspective) This is a search field with an auto-suggest feature attached. - There are no suggestions because the search field is empty. ### DISCOVER - [M365 Training / User Adoption](https://www.knowledgeaccelerators.com/microsoft365-training) - [Copilot & AI Adoption](https://www.knowledgeaccelerators.com/copilot) - [Custom Content](https://www.knowledgeaccelerators.com/custom-content) - [Cyber Security Education](https://www.knowledgeaccelerators.com/cybersecurity) - [Agent Training](https://www.knowledgeaccelerators.com/agent-training) - [LMS Integrations](https://www.knowledgeaccelerators.com/knowledge-accelerators-lms-integration) - [ServiceNow Integrations](https://www.knowledgeaccelerators.com/servicenow) - [Case Studies](https://www.knowledgeaccelerators.com/resources) ### COMPANY - [Contact Us](https://www.knowledgeaccelerators.com/contact-us) - [Why KA?](https://www.knowledgeaccelerators.com/about-us) - [Our Video Library](https://www.knowledgeaccelerators.com/how-to-video-library) - [Report a Concern](https://www.knowledgeaccelerators.com/reportaconcern) - [Privacy Policy](https://www.knowledgeaccelerators.com/privacy-policy) ### CONTACT 5401 W. 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