Client Survey: ADERANT Delivers Outstanding Service and Support

Global News

10
Jun
2009

Analysis shows ADERANT delivers ‘on time, on budget’ implementations and world-class product support

ADERANT, a global provider of business and financial management software for law firms, today announced the results of an internal analysis of the recent performance of its professional services group in implementing ADERANT Expert as well as an ongoing, independent client satisfaction survey that chronicled the experience firms have had with its product support organization over the past year.

The analysis and survey showed that ADERANT has excelled in delivering outstanding service and support to its client base.  ADERANT’s professional services group has developed a track record of successful implementations that are both on time and on budget and the company’s product support organization has proven its ability to deliver world-class support.

“As many of our clients have realized, there is much more to a successful enterprise business solution than just advanced technology,” said Michael Kohlsdorf, President and Chief Executive Officer for ADERANT.  “Firms also need to make sure that their practice management system vendor can reliably implement its software package in a timely and cost-effective manner and provide responsive product support.  Failure to do so increases a firm’s exposure to risk in the form of longer implementation timeframes and potentially significant cost overruns.  ADERANT keenly understands this, which is why we have made delivering world-class service and outstanding support a key focus for each and every employee.”

On Time and On Budget Implementations
A key strength of ADERANT is its proven track record of implementing ADERANT Expert successfully and on time and under budget.  After analyzing the experiences of more than 25 recent new clients, including regional firms and large, multinational firms, ADERANT uncovered several key trends.

First and foremost, the analysis showed that every ADERANT Expert implementation project was successful.  ADERANT did not have a single failed implementation project nor did it have a client abandon an ongoing implementation project or revert back to using a legacy practice management system because of a service or product issue.

The analysis also showed that ADERANT’s average implementation timeframe—from project kick off to transacting on ADERANT Expert—was less than nine months.  The company has also been able to meet the aggressive go live target dates of several firms who needed to be up and running on ADERANT Expert in just a few months.

“ADERANT did an exceptional job throughout the entire implementation, keeping the project on track and helping us meet our tight deadline,” said Tim Severson, Chief Administrative Officer for Nyemaster, Goode, West, Hansell & O’Brien, P.C. “ADERANT’s professional services team clearly communicated what they were doing along the way and, most importantly, executed on those promises.  The professionalism, skill, and organization of ADERANT’s implementation team gave us the confidence that we could meet our deadline and begin benefiting from our ADERANT Expert investment in just a few months.”

In addition to successful, on-time implementations, ADERANT completed its services projects within their original scoped budget.  The analysis of recent projects showed that ADERANT’s professional services group came in slightly under budget.

On time and under budget implementations are made possible by the experience and expertise of ADERANT’s professional services group.  The organization follows a proven implementation methodology, works with clients to set realistic expectations and timeframes, manages each project closely, and communicates openly.  The result is timely implementations and no surprises when it comes to the cost of those projects.

World-class Product Support
ADERANT understands the critical importance of product and technical support.  The company uses an independent research firm to conduct regular, monthly audits of its global support organization to ensure it delivers the best possible support.

The satisfaction survey showed that ADERANT delivers world-class product support.  Over the past year, nearly every client has been satisfied with their experience with ADERANT’s product support organization.  According to the survey, more than 96% of firms were highly satisfied or satisfied with their most recent experience with ADERANT’s support organization.  Additionally, in excess of 95% of ADERANT clients were highly likely to recommend ADERANT and ADERANT’s support organization based on their most recent interaction.

The quality of ADERANT’s product support organization is also reflected in other key statistics, such as responsiveness and issue resolution time.  Responsive support is essential for mission critical systems like ADERANT Expert, especially when issues can prevent law firms from completing vital activities like entering time or generating bills.

ADERANT’s support survey showed that nearly 90% of all client support inquiries were responded to within fifteen minutes and the rest were responded to within two hours.  Impressively, the average time a firm had to wait between logging the issue and getting a call back from an ADERANT support representative was just three minutes.

ADERANT’s support organization is not only responsive, but it is also highly effective.  The survey found that more than half of all support issues were resolved during a firm’s first contact with an ADERANT support professional and more than two thirds were resolved during the first business day.

Stated Alvin AW, IT Manager for Rodyk & Davidson LLP: “ADERANT has one of the very best support infrastructures of all the software vendors our firm uses.  Their support professionals have a deep understanding of ADERANT Expert, are extremely responsive, and quickly resolve any issues we have.”