People at work

Real support should have a real voice

Imagine if you could speak to someone personally if you needed support for, or had a question about, your practice management system? Well, that’s what Dye & Durham providesa real voice. A customer representative when you need them most.  

When a case management or legal accounts provider says they offer support, what exactly does that mean? Here are some important things to consider. 

Is there a support team and can they be contacted?  

Often your software support requires you to log a ticket and wait days or even weeks to get a response. You should be getting support that is accessible and responsive in real time.  Managing an issue is easier when you can speak to a real person instead of sending an email and waiting for a response. 

“There is always someone available at the end of the phone or an email – that was clear from the beginning and continues to be”. – Bríd O’Leary, Partner, MJ O’Connor Solicitors LLP 

How happy are the practice management suppliers’ customers with their support?  

Our team has a 98% customer service satisfaction rating. A number we often don’t share because it’s simply unbelievable. However, technology can only get you so far, you need real people to answer the pressing questions and guide you through making big decisions – from changing your practice management system, right down to helping you migrate valuable data to your new system. But it shouldn’t stop there, our support team are available by phone and, email and through our support desk.

“You are not on your own, there’s always someone to call or to come in and help us do stuff. They are on the phone no problem, done!” – Margaret Irwin, Associate Solicitor, Dermot G. O’Donovan Solicitors 

How important, as part of the whole solution, is good software support?  

Here at Dye & Durham, our Irish business is underpinned by three elements – our software, services and most importantly our people. When you combine all of these, you get the best for your law firm and as a result, your clients.  

“Keyhouse expertise and technology have transformed the way the firm works by automating certain aspects of the work like the Brief Builder, but also introducing workflows streamlining the work process”.  – Nicola McDonnell, Managing Partner, McDonnell Solicitors 

That’s why more Irish legal practices rely on Keyhouse, A Dye & Durham Solution, more than any other practice management provider in the market. Why? Because our customers know we are more than just a software company. We are an experienced practice partner, with our finger on the pulse of what law firms truly need to service their clients. We are the first to admit that no single piece of technology is a silver bullet that will fix all issues in any company. However, we work closely with our clients from the start to offer a vast range of services and support to help adapt to the new technology. We are a practice partner, not just a practice management software supplier.  

If you want to learn more about our Practice Management System support, call us now on 01 290 2222 or email [email protected]. 

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