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International law firm Pinsent Masons has engaged Plan-Net to provide its c. 2,500 staff with full out-of-hours IT support coverage. Following a comprehensive implementation and alignment programme, the service went live in April 2016 and operates week nights, weekends and Bank holidays. Plan-Net delivers support via Plan-Net 24, the UK’s only legal specialist 24/7 Shared Service Desk.

Pinsent Masons is a global 100 law firm specialising particularly in the energy, infrastructure, financial services, real estate and advanced manufacturing and technology sectors. The firm's international footprint encompasses offices across Europe, Asia-Pacific and the Middle East.

Pinsent Masons required a solution that would offer high levels of IT support availability and capability outside of normal working hours to enable its lawyers across the world, working at all times of the day and in many different time zones to remain as productive as possible.

Following a comprehensive consultation with Partners and staff at the firm and a subsequent procurement exercise, Pinsent Masons chose Plan-Net 24, based in Central London, as the service closely aligns to its in-house daytime operation and is underpinned by a clear, high-end and formal SLA agreement.

Colin Smith, IT Director at Pinsent Masons, explains: “We had already been using Plan-Net to assist us in various IT project and support initiatives over the last 4 years so we knew the company had the capability to deliver to our requirements. However, with regard to its Shared Service Desk, Plan-Net 24, we were impressed by the maturity of the operation. It was clear it would be able to offer us a structured engagement that would deliver the customer service levels and knowledge of legal technology required by our lawyers and staff.”

Plan-Net’s Business Development Director, Richard Forkan, adds: “We are delighted to expand our engagement with Pinsent Masons into a full Managed Service. We are looking forward to delivering high levels of service and continuous improvement to support the law firm and its business goals.”