Keno Kozie: The Ideal Help Desk Partner for Dechert LLP

Dechert LLP, a top-ranked international law firm with offices across the United States, Europe, and Asia, has selected Keno Kozie as its ideal help desk partner to provide first-line support for its 2,000 users. In this article, we will explore how Keno Kozie met Dechert's requirements and exceeded their expectations in terms of customer satisfaction, first call efficiency, and staffing levels.

Dechert evaluated several help desk providers before choosing Keno Kozie, and the latter stood out for its ability to meet the firm's critical success factors. One of these factors was 80 percent first call resolution, which Keno Kozie achieved in just the first month of service. The company also provided real-time monitoring of SLAs, ensuring that Dechert's help desk issues were resolved quickly and efficiently.

Another factor that contributed to Dechert's decision was Keno Kozie's in-depth knowledge of legal applications. As Michael Shannon, Chief Information Officer at Dechert, noted, 'The level of effort it took to bring Keno Kozie up to speed with our systems and applications was minimal because of their in-depth knowledge of legal applications.' This expertise enabled Keno Kozie to resolve issues at the first point of contact, which is a critical factor for law firms like Dechert.

Dechert's goal is to answer 100 percent of all e-mails within 15 minutes, and Keno Kozie has helped the firm achieve this objective. Currently, 95 percent of Dechert's calls are answered within 15 seconds, with an average speed to answer of just 10 seconds. The company also maintains an abandon rate of only 1 percent.

In addition to its expertise in legal applications and ability to resolve issues quickly, Keno Kozie provides Dechert with translators so users in non-English speaking countries can receive the support they need. This is especially important for a global firm like Dechert, which has offices around the world. Keno Kozie's support center, located in Chicago, offers first-line help desk support 24/7/365.

Dechert selected Keno Kozie based on its ability to meet several critical success factors, including its in-depth knowledge of law firm applications, its ability to resolve issues at the first point of contact, and its customer satisfaction guarantee. As a result, Dechert has achieved an 80 percent first call efficiency rate, with 78 percent of issues resolved on the first call in the first month alone.

In conclusion, Keno Kozie's expertise in legal applications, ability to resolve issues quickly, and commitment to customer satisfaction have made it the ideal help desk partner for Dechert LLP. With its real-time monitoring of SLAs and translators for non-English speaking countries, Keno Kozie has helped Dechert achieve its goals and improve its overall customer experience.

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