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Breaking Up is Hard to Do: 5 Reasons Law Firms Change IT Providers

Tracy Kraft

4 min read

All Insights

Breaking Up is Hard to Do: 5 Reasons Law Firms Change IT Providers

In the nonstop world of law firms, technology has become a business-critical component of operations. The depth and breadth of expertise required to deliver seamless, secure law firm technology has resulted in an industry wide shift to enlisting Managed Service Providers (MSPs) for IT Support. While outsourced IT Management is increasingly common, the client experience is not always popular; not all MSPs are created equal. It’s not uncommon to wish for a better experience, but when there aren’t enough hours in the day, prioritizing the transition to a new technology partner is daunting.

24 Questions to Ask When Choosing a Managed Service Provider by Kraft KennedyOften there’s a final straw that moves ‘Find a new IT provider’ to the top of the priority list. A client facing security breach, a poorly maintained IT infrastructure resulting in user disruption, or goal of improved efficiency with a future ready team. If you’ve already ‘had it’ and are ready to find a new IT Partner, check out our 24 questions to vet an MSP.

Account Executive Martin Leyendecker has been helping law firms achieve more as part of the Kraft Kennedy team since 2016. We asked him to provide 5 of the most common reasons Law Firms seek to change their IT Support. Here are the key takeaways from our conversation:

1. Timely Responses and Support

The number one reason firms decide to make a change is the lack of timely responses from their MSP’s Helpdesk. Unanswered tickets and ignored phone calls lead to severe disruptions in a law firm’s operations. Martin shared that lack of prompt assistance is a common gripe across law firms that are seeking a change to their IT Support. “Law firms expect efficient support when technical issues arise, an appreciation for the impact of delayed assistance is key to feeling like the provider values your time.” He went on explain one common reason well-meaning MSPs struggle to deliver timely resolutions. “It’s not necessarily a lack of focus on customer service or being understaffed. 9 times out of 10 the support representatives would want to help, but they just don’t have the knowledge or expertise in-house to solve the problem. When a technology generalist needs to escalate to 3rd party product support, it’s often days before they can get back to the frustrated user with a fix.”

2. Limited Knowledge and Expertise

This leads to the second most common reason for considering a change, the MSPs’ knowledge is limited to basic infrastructure.  The practice of Law involves a larger application stack than most industries. Maintaining the seamless integration and constant upgrade cadence is complicated. Many MSPs lack the expertise required to handle complex technologies like Citrix, VMware, Exchange, and desktop systems. This knowledge gap leads to inadequate support and disrupted access to business-critical applications, resulting in exasperated users.

Martin stressed the significance of subject matter expertise, which is the foundation of the Kraft Kennedy approach. Having knowledgeable support staff that truly understand the intricacies of law firm technologies and are adequately certified can make a significant difference in resolving issues promptly and effectively.

3. Inadequate Security Measures

The importance of robust cybersecurity in the legal industry cannot be overstated. Martin highlighted that some MSPs fail to provide the level of security needed to protect law firms effectively. This concern often arises after a law firm experiences a ransomware attack or other security breaches. No law firm wants to make the headlines as the victim of cybercrime.

Not all MSPs have the necessary security measures in place, and those that do may charge extra for them. It’s important that your technology partner includes security services as a commitment to safeguarding client’s data and operations.

4. Underprepared MSPs During Incidents

Incidents, such as security breaches, can reveal the true preparedness of an MSP. Some MSPs may not have the capabilities or expertise to handle unexpected events effectively. The investment required for an MSP to maintain adequate in-house security expertise results in MSPs cutting corners. While this may allow a lower price point for services, it inevitably costs far more when a security incident that would have been quickly addressed by professionals, is fumbled resulting in an exponentially larger, financially devastating halt to operations.

“Leveraging our Security Operations Center (SOC) for client security audits is just one benefit. A team of certified professionals ready to assist with all complex security-related matters is a significant differentiator for law firms seeking managed services.”

5. Flexibility and Contracts

Finally, the conversation touched on the importance of flexibility in MSP-client relationships. Martin highlighted the traditional approach of locking clients into long-term contracts is becoming less common. Offering month-to-month options provides law firms with more freedom to evaluate the quality of the services without being tied down.

Martin explained that Kraft Kennedy’s focus on delivering an exceptional experience results in client relationships spanning decades because they are satisfied, not because they are obligated. Change is hard; but waiting doesn’t make it easier.

Law firms considering a new technology provider often wait until they have multiple overwhelming challenges from the list above. Knowing your firm can have a better experience is the first step. Martin shared a final suggestion for those rethinking their relationship with IT:“ Your technology support team should be a partner, understanding the unique needs of your law firm and providing top-notch services to keep your operations running smoothly.”

Next Steps

Determining which features should be on your IT checklist and narrowing down a short list of questions for finding and vetting an MSP lays the groundwork for improvement.

If you’d like to consider the Kraft Kennedy approach, please reach out to schedule a conversation.