NautaDutilh, the Benelux-based law firm, has awarded the contract for support and maintenance of the iManage Work Product Management system, the next generation of email and document management system, to Ascertus Limited. Ascertus provides document and information lifecycle management solutions to law firms and corporate legal departments. Ascertus will play a key role in enabling the firm to modernise its working environment, including facilitating a move to the Windows 10 operating system and Microsoft Office 2016 productivity suite; and an upgrade to the latest version of iManage Work. iManage Work is used by 900 users across the firm’s six offices including Amsterdam, Brussels, London, Luxembourg, New York and Rotterdam.
With Tikit suspending support of iManage Work from later this year, NautaDutilh chose Ascertus over other iManage Work document management system technology vendors for its proactive, problem-solving-led attitude; and a traditional engineering-level proficiency of skillset and expertise.
“Ascertus displayed great eagerness to understand our requirements and suggest approaches that would solve our problems,” elaborated Jurian Hermeler, ICT Director at NautaDutilh N.V. “Executives from the CEO downwards were involved in discussions with us, which gave us good insight into the company’s cultural attitude towards delivery of support services. We believe we will be ‘an important’ customer for the company. This is our number one KPI.”
Good quality support, underpinned by a responsive and proactive service, is a fundamental part of account management at Ascertus. The company routinely undertakes annual system health checks to prevent technology-related issues from occurring in customer organisations. Its London-based support desk comprises highly experienced and technically sound engineers, all of whom have previously worked either within law firm IT departments or in professional services firms providing support to law firms. They understand the pressures that knowledge workers face, are excellent at problem solving and proficient in inter-personal communications.
“Our attitude to support and customer care is widely earning us the reputation of a ‘trusted advisor’ in the industry, which is helping us expand our regional footprint,” said Roy Russell, CEO of Ascertus Limited. “Today, we are seeing a lot of interest for our support and maintenance services from organisations in mainland Europe, for instance. We are delighted to be working with NautaDutilh, this is a partnership of like-minded organisations.”