How to Become (or Find) the Best Provider of Cloud Service for Law Firms.
Today, Uptime Legal Systems is commonly known to be the top provider of cloud service for law firms in North America.
But it wasn’t always so well known.
Not too long ago, Uptime Legal was a small, little-known player in the legal technology space.We provided expert hosting for legal software and law firms. We did a great job for our clients, but we weren’t making any headlines (yet).
So how exactly did Uptime Legal become the most admired, top provider of cloud service for law firms?
I like to think we’ve done a lot right during our journey to be the leader of cloud service for law firms. From being on the forefront of technology, to great marketing, to fantastic execution. But what are the most important things that Uptime Legal has done to become the #1 provider of cloud service for law firms, and to earn the reputation that it has?
It’s a question I’m asked frequently. By clients, by partners and by the media. There are literally dozens of factors that, if you were to ask an Uptime client what makes their experience so great, goes into the formula.
But, if I had to think really hard and distill all of the factors into three things that has helped Uptime ascend to become the top provider of cloud service for law firms, and that make so many law firms across north America nothing short of thrilled to be an Uptime client… this is what they would be.
1. Exclusive Legal Focus
Uptime Legal developed its cloud offering with one demographic in mind, and one demographic only: law firms.
Every single decision, from how we build our cloud infrastructure, to how we hire and train our staff, is made with law firms in mind. This exclusive focus is more than a branding decision. It permeates every aspect of everything we do.
And our clients notice.
We have decades of combined experience hosting and supporting the software that law firms use; from ProLaw, to PCLaw, to Time Matters, to Tabs3. Every private cloud environment for every law firm we service is custom-built to host that firm’s software. Software like Time Matters and ProLaw (just two pick a few examples) have nuances to the way they must be installed, hosted and supported. A small mistake can have a big impact on a law firm’s productivity. And Uptime Legal has spent the last decade perfecting that art.
And, think about the staff providing the service to your law firm.
You’re a busy law firm. You’re working tight deadlines. Your revenue, your reputation, possibly even lives are at stake. So when you call your cloud provider’s help desk, needing assistance–it matters who picks up the phone.
Some cloud service providers employ what they’ll call “level one” technicians to triage inbound support calls. These entry-level technicians, while well-intentioned, often are only trained or authorized to handle the most basic support requests such as resetting a password or advising you to reboot your computer. Any problems more sophisticated than that–they tell you they’ll have to “escalate” to a “level two” engineer.
Or worse yet, if you went with a generalist, non-legal-specific cloud service provider–one that serves multiple industries (in addition to law firms), chances are the support engineer you get won’t be trained in the software your firm uses. You’ll call with a question about your ProLaw software, or maybe a problem with your firm’s Time Matters… wait on hold… only to be told that that particular support rep doesn’t know that software, and they’ll have to call you back.
These are just a few reasons why every law firm should demand an exclusive legal focus from their cloud service provider.
2. Obsessed with Customer Service
At Uptime Legal, we’re absolutely obsessed with customer service.
At the end of the day, Uptime Legal is a service company. And ultimately, a law firm can get what we provide from anyone. They could get virtual servers from Amazon, Office and Exchange via Microsoft Office 365, and IT support from their local IT guy. So why do so many law firms get these from Uptime Legal?
Apart from the fact that life sure is a lot easier when one company and one platform providers your entire technology stack… the main reason is the service.
Every Uptimer is trained, from the day they start, how to service legal software and how to service the legal profession. We teach them how to support PCLaw, Time Matters, Tabs3, ProLaw and more.We teach them just how much is at stake when a law firm needs technical support. We train and incentive our team to be fast, effective and friendly.
I was having a routine meeting with Erin Pickar, Uptime’s Chief Operating Officer. (Erin runs a tight ship, and is as fanatical about customer experience and customer satisfaction as anyone you’ll meet.) She shared with me the latest Help Desk metrics, and that average hold times were less than 3 minutes.
“That’s terrific,” I told her.”Great work.”
“It’s good, but it could be even better,” she replied.
She continued to inform me that her next goal was to get hold times under two minutes. It’s an ambitious goal, and it’s classically Uptime. And I have no doubt that Erin and her support team will get there.
And that’s just one example of our obsession with customer service.
Delivering five-star service requires actively soliciting feedback from your clients. How are we doing? What could we do better? These must be questions that a cloud provider never stops asking.
And the proof, as they say, is in the pudding. Here are just a few recent examples of feedback our clients have shared.