Law firms, admits James Towne, Jr., aren’t known for employing tech people.

“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.”

Before Complete Network, however, things frequently didn’t.


The Backstory

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.

The Complete Network Solution

“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.

What Comes Next

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.”

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Jeremy Wanamaker | CEO

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Jeremy Wanamaker | CEO