Help desks and support centers get a bad rap. Still, it’s a rap many of them bring on themselves when they allow callers to leave with an unsatisfactory experience.
It’s different in our industry though, right? After all, we’re dealing in important, sensitive, and often time-critical environments.
About 18 months ago we were approached by a client law firm with which we had begun developing a good working relationship and we had worked with on a few medium-sized projects the prior year. This firm has a large document review and production center and was working with a pharmaceuticals client on the details and requirements for review and production related to a variety of matters.
Deadlines in the legal world are never ending. Whether it’s discovery productions, or trial requirements, there always seems to be a tight deadline at hand, with little room for error. In January we were working closely with a client on a project through the weekend to prepare for a trial date they had coming up in Kansas City. This particular case involved over 42,000 pages of paper that were needed in court on Monday morning as trial exhibits.
Deadlines and short time-frames are a fact of life in complex litigation. TCDI understands that, so we set up processes and procedures in preparation for almost anything. That “anything” happened in January a year ago when we received a phone call on Thursday from an attorney we have worked with for more than 15 years, asking if we were in a position to process a terabyte of data with review set to start that Monday.