GOING THE EXTRA MILE

As a client for three years, my law firm heavily relied on a third-party research tool (referred to as "Tool") integrated with Microsoft Word for our legal work. However, we encountered an issue where the Tool was not connecting properly with Word, hindering our productivity.

My firm was on a tight schedule, with a crucial brief due after a long-haul flight. The Tool was vital for producing the brief, but our attempts to resolve the issue with the Tool's support team were unsuccessful. With the clock ticking, we turned to PlanIT's Help Desk for assistance.

The Help Desk hero, Nathan, initially tried to troubleshoot the issue but escalated it to Ari when a fix remained elusive after an intense hour of effort. Ari swiftly responded to our urgency by reaching out to both Microsoft and the Tool's support team. The root cause was identified as an outdated version of the Tool hiding in the Microsoft 365 admin center. After a swift clean-up, my firm was able to work without a hitch during the flight and meet our deadline.