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 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.
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.