“We’re wordsmiths, not techies,” Towne explains. “That means we don’t want to figure out why something isn’t working. We just need things to work.”
Towne is a Principal Partner at The Towne Law Firm, P.C., where he’s represented individuals, businesses, municipalities, and related entities for decades. Early in his practice, legal work happened in person or over the phone. Now, much of it happens online. “The way we work has changed,” says Towne. “It’s over email. It’s digital.”
The new nature of legal work makes the firm’s IT support critical. Unfortunately, prior IT providers often left the firm unsupported.
“We’ve had three previous IT providers,” says Towne, “and none of them provided the level of service we needed.” Some were negligent; some simply didn’t have the capacity to deliver the level of service that they’d hoped to.
The result was that IT issues frequently hampered productivity. Work was delayed as non-technical people were forced to navigate technical challenges, and providers were slow to respond.
It wasn’t until the firm turned to Complete Network that things changed for the better.
“I feel like Complete Network gets it,” explains Towne. “They are remarkably responsive.”
For the past several years, Complete Network has provided a full suite of managed IT services, including helpdesk support that has been a gamechanger for the firm.
With 24/7/365 support that’s available nights and weekends, the firm’s employees are never without IT support – and they frequently take advantage of that fact. In an industry where case work often happens during late nights and early hours, constant IT accessibility has been crucial.
“Their support system is very good,” affirms Towne. “Even if I call at 2AM on a Saturday night, they’re ready, and they work quickly to get things running.”
Working with Complete Network has standardized the firm’s systems and processes. Now, issues happen less frequently, and when they do happen, they’re quickly resolved.
The Towne Law Firm is currently experiencing substantial growth. “We have about 30 people in multiple offices from New York, to Massachusetts, to Vermont,” says Towne, “and we’re continuing to expand at a pretty rapid pace.”
At Complete Network, we’re excited to help them navigate the technological considerations that come with it.
Part of the firm’s expansion involves increased office space that will function as a hybrid work environment. Part of it involves increasing the number of supported workstations. All of it will depend on IT. And, with strategy and support, Complete Network will be there to ensure things work the way they should – and that help is immediately available if they don’t.
“I was speaking to one of my staff,” says Towne, “and I made a comment about a technology solution that somehow gave them the impression I was thinking about working with another provider. And they immediately pushed back at me, ‘No, we can’t switch from Complete Network. They’re really good.’ It was confirmation of how much we trust them. We’re not moving on from that.”
“We count on them and they deliver,” he concludes. “That’s what we need.”
“Our biggest difference is our VCIOs. Yes, we have great service from our Support Desk and Network Operations teams and yes, we do excellent projects for our clients with our Professional Services team. It all starts with the IT roadmap our clients create in collaboration with our VCIOs. We have dedicated VCIOs in all our markets and they are high level CIOs and IT Directors with decades of experience leading other companies. Their level of consulting and expertise is not seen in other MSPs in the SMB space. We believe great IT starts with great business and technical understanding, knowledge and the right recommendations that our VCIOs bring to our clients.”
Benjamin Hicok | COO
We’re proud to serve The Towne Law Firm, P.C., and we’re confident that we can offer your organization the same game-changing quality of IT support that you need.
To learn how we can deliver responsive help, strategic expertise, and an experience that your users will love, fill out the form here to schedule a free consultation today.
“Strong relationships are as important as technical ability in our business. We made the decision years ago to only work with organizations in a managed service agreement. This ensures our team stays focused on clients who have made a commitment to us. Our clients know they will be taken care of because our people are only serving managed clients.”
Jeremy Wanamaker | CEO