ITSM Software for Law Firms

Stay in Sync with One Centralised System 

With legal teams being involved throughout many organisations, one centralised system is necessary for the visibility of projects and tasks. Halo’s ITSM software for law firms is the perfect tool to easily assign users to tasks, track your teams’ work, integrate your apps and connect your calendar to sync all your meetings and appointments.  

• No more switching between mailboxes
• Record all telephone conversations in one system 
• Add team members to a project
• Complete communication history

Real Time Project Dashboards

With so much work, it’s important to be able to allocate workload and resources effectively throughout your legal team. With Halo’s ITSM software for law firms and its reporting functionality, you can see the work completed by the teams. You will be able to share a live view of all projects on the go to gain clarity and visibility. This simple dashboard updates automatically, so you can keep track of projects and make resource spend transparent. 

• Easily gauge team and individual performances 
• Management can clearly see team efforts
• Justify resource spend, reallocation of work and hiring needs. 

Self-service portal and Knowledge Base

We understand how busy legal teams are, and when you have recurring basic requests, this can take up a lot of valuable time. With Halo’s ITSM software for law firms and its in-built self-service portal, ticket logging is reduced as your end users can serve themselves. 

Your legal firm or department can gain freedom with a fully customisable, white label portal to create an extension of your brand. End users can access their requests, raise tickets and find solutions from knowledge base articles. Control the information they see and actions they can do depending on the user.

• Reduce repetitive queries with our self-service portal and accessible knowledge base
• Actively utilise and update the knowledge base by providing solution based articles 
• Automatic suggestions when end users type in queries 
• Create dedicated content with keyword indexing, rich formatting and file attachments 
• Close P1 and P2 quickly with canned responses. 

A complete history

When working in the legal field, you can never be sure if a legality will arise again, even if this is years later. It’s necessary for a full history to be available in one centralised system in order to achieve the correct resolution in a timely manner. Without this, customer satisfaction is reduced and it can become hard to resolve issues. Halo’s ITSM software for law firms provides multiple features to ensure the best possible service at all times:

• Log and store all mail, telephone communications and general updates in one place 
• Investigate root cause of issues repeatedly
• Consistently deliver expert problem resolution 

SLA Management

SLAs need to be met in order to avoid legal conflicts. With Halo’s ITSM software for law firms, you’ll never violate an SLA again with our SLA Management facility. Create multiple and customisable SLA groups, timings, priorities and descriptions for response and resolution times. Experience automated escalation rules and emails to communicate effectively throughout your organisation.

• Transparency over the exact timing the service will be delivered
• Avoid misunderstandings as to what is being done
• Help guarantee a continued high degree of customer satisfaction