The Result ✅
Since implementing Quest in Mid-2020 the department and firm have benefited in a number of impactful ways, including:
✅ Increased efficiency: Thanks to smart routing of requests and the visual dashboard that allows the admin pool and the department’s managers to easily track and manage requests through completion, the director of administrative services estimates his department is at least 2 times more efficient.
✅ Peace of mind: Powerful calendar management functionality combined with smart routing means requests are never routed to an absent staff member, so requests no longer fall through the cracks.
✅ Valuable reports and metrics: Before deploying Quest, the department had no ability to track or report on requests. With Quest, the team has actionable metrics with real-time visibility via a dashboard, and the department’s director can report monthly to the business on the volume of requests.
✅ Integration with time tracking and billing system: Because Quest integrates with the firm’s time tracking and billing systems, admins no longer have to make double entries in multiple systems to capture and recoup billable costs.
Director of administrative services: “Should our firm return to our pre-pandemic model of working entirely in the office or even move to a hybrid model where our people work remotely some of the time, we will never go back to our former process for handling requests.
Quest has helped make us so much more efficient and enabled us to dramatically up level our service and value to the firm.”
Based on the results the firm has enjoyed since deploying Quest for its information services team and subsequently for its administrative services group, in the coming months it plans to utilize Quest to manage enquiries and requests for additional departments, including its fast-growing document retrieval team.
Once Quest is implemented for one department within an organization, there is minimal cost to add another department, and fixed costs, e.g., hosting fees, can be shared.
How it Works 👇
Because Quest integrates seamlessly with the firm’s existing email system, when an attorney needs administrative assistance, they simply send an email to the selected email address, and it is smart routed by Quest to the appropriate admin based on pre- stablished custom business rules.
For example, if the request is from an attorney in the intellect property (IP) practice, it can be automatically routed through Quest to an available IP information specialist.
The requesting attorney follows the same request submission process as when before the firm had Quest, thus there is no need to change a requestor’s behavior and not required to learn how to use a new software application.
The Quest administrative team has visibility on the entire process of the request, from submission to assignment to completion via the Dashboard.
Managers in the administrative services department are able to set notifications to ensure tasks are completed on time, even if an admin is unavailable or the request comes in outside of normal business operations.