To fulfill its mission “to be Australia’s leading transactions, regulatory and disputes law firm – committed to outstanding citizenship," the law firm of Gilbert + Tobin is continuously striving to improve digital service delivery by leveraging best-in-class service management technologies. That commitment has led it into a long-term partnership with Ivanti.

At its very start, the firm was oriented around delivering more efficient and streamlined service. Its founders “were tired of the red tape, stiff style of most law firms and sought to make it more progressive and get rid of any unnecessary processes,” explains Steve Thornton, the firm’s Head of Service Delivery.

Today Steve and his team have improved service delivery beyond IT and now act as a services headquarters, “like an internal concierge service for the lawyers,” he says. That’s crucial because, by freeing lawyers from the burden of administrative or operations tasks, they can focus on billable hours.

“Ivanti is a very flexible tool for us,” Steve says. One area where Ivanti’s flexibility came in handy: Using Ivanti Neurons for Facilities, incident tickets could be re-labeled as “work orders,” a familiar term for teams like the facilities staff, making it easier to onboard them into the ticketing system.

They’ve also begun implementing the full digital employee experience (DEX) capabilities of Ivanti Neurons. They’re exploring how it will be used across their entire service delivery environment, with a focus on how specific teams will utilize different components of Neurons.

“Our relationship with Ivanti feels quite special,” Steve says, appreciating the personal level of service he receives. “I find some other organizations to feel so big and massive that you’re just another customer to them.

“I find that the partnership we have with Ivanti is quite organically grown. It feels as though we could run into each other somewhere and sit down over wine and not even talk about Gilbert + Tobin or Ivanti.”

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