Venom IT Case Study:
Slater Heelis LLP
About Slater Heelis
Slater Heelis is a respected and experienced full-service law firm with offices in Manchester City Centre, Sale and Timperley, but operating nationally. Their legal services span all things personal and business-related. Dating back almost 250 years, Slater Heelis are proud of our heritage but foster a modern and forward-thinking approach to our work.
We are a client-focused firm with success born from being able to understand the needs of our clients and work diligently to achieve dedicated outcomes. Our experts offer in-depth legal advice, working hard and thoroughly on every case to build relationships that last.
We truly are a full-service firm and specialise in a vast range of services for people and businesses alike. Our dedicated team of legal professionals provide expertise and guidance that our clients can rely on, whether they are an individual, SME, large corporation or not-for-profit organisation. Slater Heelis has an outstanding reputation for delivering results and meeting clients’ expectations. We are also proactively nurturing further diversity both in our workforce and with our social responsibility to become allies for the LGBTQ+ Community.
For example, Slater Heelis offers a pro bono legal clinic for the LGBT Foundation and are the dedicated legal advisors for the LGBT Switchboard which operates nationally. We have also appointed LGBT Champions throughout all of the business who will lead the way towards complete equality in how we understand and treat our clients.
Slater Heelis was using a 3rd party IT provider to assist with the maintenance of their in-house Citrix environment. They began having issues when the response times were not being met, this caused unnecessary delays in upgrading and maintaining their IT Infrastructure. Key areas of concerns for Slater Heelis included repeating break faults with no resolution. Also, the Citrix servers that were delivered using provisioning services suffered frequent downtime caused by blue screen upon booting.
How to earn an esteemed legal case study in IT
This eventually started to have an impact on the Citrix platform’s performance and therefore started to affect the business.
Slater Heelis needed that extra layer of expertise and support in assisting with the management of their Citrix solution. Slater Heelis’s in-house IT Technicians were dealing with all the tickets that the 160 users would log with limited time and resources leaving the team unable to do anything more than firefight. Venom IT added an extra layer of resource for Slater Heelis and helped their internal IT team get some major projects over the line.
Scoping out an IT infrastructure
During the scoping process, Venom IT identifies numerous issues that limit Slater Heelis receiving a highly available IT infrastructure. Slater Heelis already had an on-premise IT support structure but required an external Escalation layer partnership. This requires Venom IT and Slater Heelis to develop successful co-workflows for a trusting and effective partnership. Slater Heelis also wanted an endpoint management agent capable of providing:
- Firstly, real-time performance.
- Secondly, monitoring statistics.
This was an area that manages service providers were letting Slater Heelis down. Since we had visibility of the whole environment, we could implement some quick wins to help improve performance.
Fixing the fundamentals
Venom IT also identified that an incorrect Microsoft volume license activation method was chosen for their Citrix provisions. This would unnecessarily consume business revenue if we hadn’t discovered and resolved it.
Our Escalations Manager found that the Blue Screen issue was caused by an incompatibility with their current Antivirus solution. A new Antivirus solution was implemented and was compatible with Citrix PvS. We then deployed an infrastructure monitoring agent, with cloud agent reporting into 24×7 support/monitoring teams. Moreover, it met Slater Heelis’s aspiration of having an Infrastructure monitoring agent.
Leading a legal case study project
Our Senior Escalation Engineers then lead a project to build a relationship and an understanding of the Slater Heelis IT Infrastructure. With an initial scope of the infrastructure, Venom IT was ultimately able to propose and implement advantageous changes for Slater Heelis.
- First, they now have a more robust infrastructure.
- Second, there’s a more secure IT Infrastructure solution.
To resolve the incorrect methods with the provisioning of their Windows Operating licenses, we deployed KMS. In turn, we provisioned and activated all Citrix desktops successfully. A three-month trust agreement was created during the implementation period to allow a trusted relationship and partnership to form between Venom IT and Slater Heelis and to develop successful workflows and build to further enhance the IT infrastructure already in place.
Slater Heelis heavily rely on their IT solutions to provide legal advice to individuals and businesses nationwide. Their IT Infrastructure is critical in the day to day running of the business as is a fully functioning Citrix environment.
Venom IT could now resolve all existing problems Slater Heelis had with their IT infrastructure. Problems, moreover, that would linger previously due to lack of service from their previous managed service provider. Venom IT continue to support and constantly monitoring their infrastructure and recommended changes and upgrades throughout the relationship, even implementing a new firewall and backup solutions where needed.
Since moving over to Venom IT the strong partnership between us has continued to grow with more solutions being implemented ever since and Slater Heelis have been able to focus much more of their resources on the business and most importantly to provide and excellent service to their clients.
"After years of poor service from our previous managed service provider, Dealing with Venom IT has been like a breath of fresh air, their service levels and reactive nature has been second to none. Since Venom IT came on board we have had a more coherent and strategic approach to our IT needs.”
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