Cut helpdesk wait times from days to minutes for a Naples law firm
Coastal Law Partners relies on document scanning, e-filing, and case management software every hour of the workday. Before partnering with us, technology problems were handled reactively by a break-fix contractor, which meant attorneys often lost an afternoon waiting for help while a deadline approached.
Same-day
Issue resolution
31
Devices standardized
Predictable
Monthly IT cost
The challenge
With 28 attorneys and staff and no single point of contact for technology, the firm waited days for an outside contractor to respond to issues, losing billable hours to slow machines, failed scans, and unreliable printing.
Our solution
We deployed a managed helpdesk with a single support line, standardized every workstation to a documented build, and added remote monitoring to catch failing drives and updates before they caused outages.
How we approached it
- 1
Audited all 31 workstations, the file server, and the firm’s network closet to document the full environment.
- 2
Rolled out a managed helpdesk with a dedicated phone line and email queue so staff always knew where to get help.
- 3
Standardized every device to a documented configuration, including scanning and printing profiles.
- 4
Added 24/7 remote monitoring and patching to catch hardware and update failures before they caused downtime.
The outcome
Routine issues are now resolved the same day, the partners have predictable monthly IT costs, and recurring printing and scanning failures were eliminated.
We stopped losing afternoons to computer problems. When something breaks now, it is fixed before it becomes a real issue.
Services used
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