• Case Study: How McKean Park Improved Client Services with Innessco’s Industry-Specific IT Solutions

    McKean Park is a Melbourne-based law firm renowned for delivering expert advice, practical solutions, and exceptional client experiences. However, constant IT issues had begun to undermine their ability to meet their high service standards.

    The Challenge

    For three years, McKean Park faced a series of IT issues, including:

    • Frequent printing problems and daily system glitches.
    • Ongoing issues with digital dictation tools.
    • Disruptive downtime, which impacted productivity.

    These challenges stemmed from a poorly implemented Hosted Desktop and an IT provider unfamiliar with legal practice needs. Employees reported wasting at least 30 minutes daily on IT problems, with frustration mounting to the point of staff threatening to leave.

    A Step in the Right Direction

    McKean Park recognised that they needed to act swiftly to address these issues. However, after a disappointing experience with their previous IT provider, they approached the decision cautiously.

    This time, they had a clear idea of what they required from a new IT provider:

    • Simple Communication: Regular updates and easy-to-understand explanations.
    • Industry Expertise: Familiarity with legal software, particularly Affinity.
    • Quick Response Times: Efficient resolution of issues.
    • Tailored Systems: A Hosted Desktop that supported their specific needs, including efficient client service delivery.

    After discovering Innessco, the firm performed thorough reference checks with other similar-sized law firms and even had Innessco resolve two persistent issues before committing to the change.

     

    “It was very important for us to know what other firms did and what we needed. Their experience with other firms of a similar size to us was very important.” – Catherine Nguyen, Practice Manager

    A Seamless Solution

    Reassured by positive references and preliminary problem-solving, McKean Park engaged Innessco to transition them to a high-quality Hosted Desktop tailored to run their Affinity Business Application.

    The transition was meticulously planned to minimise disruption:

    • Weekend Implementation: The system was changed over a weekend, ensuring full operational readiness by Monday morning.
    • Test Environment: A pre-transition testing phase ensured any potential issues were resolved ahead of time.

    From the moment the new system went live, it worked seamlessly, allowing the firm to focus on client services without IT disruptions.

     

    “The ongoing service is excellent – it is very prompt, responsive and whenever needed Innessco comes into our office almost immediately.” – Mark Flynn, Partner

    The Results: Ongoing IT Satisfaction

    Since transitioning to Innessco, McKean Park has experienced transformative benefits:

    • Efficiency Gains: Faster delivery of client services, with fewer interruptions.
    • Secure Access: Employees can access documents securely from any device or location.
    • Reliability: A dependable practice management system requiring minimal maintenance.
    • Improved Communication: Clear, jargon-free explanations of problems and solutions.

    One of the most significant advantages has been Innessco’s personalised approach, which aligns with McKean Park’s client-focused ethos.

    Key Benefits

    McKean Park highlights several key elements of their experience with Innessco:

    • Ongoing personalised service.
    • Permanent fixes instead of temporary solutions.
    • Genuine interest in client success.
    • Directors personally involved in solving issues.
    • Open and collaborative communication.
    • Prompt and efficient issue resolution.
    • Friendly and approachable staff.

     

    “They are lovely people to work with, and that can be difficult to come by in the IT services space.” – Catherine Nguyen, Practice Manager

    Lessons Learned

    McKean Park encourages other firms to conduct detailed reference checks and research similar firms before selecting an IT provider. By doing so, they were able to secure an IT partner that met their specific needs and helped them achieve seamless, reliable IT operations.

    Eliminating IT Disruptions: Innessco resolved persistent IT issues, including frequent printing problems, system glitches, and digital dictation challenges, enabling McKean Park to focus on delivering exceptional client services.

    Tailored Hosted Desktop for Legal Operations: The firm transitioned to a high-quality Hosted Desktop designed specifically for their needs, seamlessly supporting the Affinity Business Application and improving workflow efficiency.

    Personalised and Responsive Support: Innessco’s directors took a hands-on approach, ensuring prompt issue resolution, personalised service, and clear communication, earning praise from McKean Park’s staff for their professionalism and approachability.

    Ready to talk?

    Discuss your firm’s IT requirements with Innessco. We’ll review how your firm works, answer your questions, and explain how our managed IT service can support your partners, lawyers and staff.