Legal Industry Software Provider Boosts Revenue 22% With WebInteractive® Remote Support Software

The Situation:

Orlando-based Practice Technology, Inc. simplifies the complicated process of managing a law practice. Known for its Prevail Case Management System software, Practice Technology has forged a legal industry reputation for creating straightforward programs that help thousands of legal professionals work faster, easier, and more efficiently by tracking a great deal of client information right on the computer, and then using that information to help them run their practice.

As more firms began using Prevail, Practice Technology sought to provide better technical support and training, which also generated recurring income for the company. Practice Technology wanted a better remote control software option than PC Anywhere, which it was currently using, that could meet several key criteria:

• Software that did not need to be installed by a prospect before viewing a Prevail demo;
• Software that could take full advantage of more sophisticated broadband usage;
• Software that decreased the burden on its technical support team to answer questions that should be addressed in more tailored and interactive online training sessions; and
• Software that could significantly reduce travel expenses associated with in-person training sessions and the absence of key personnel.

The Solution

With the advent of broadband in the last several years, it became clear that the dial-up remote control software that Practice Technology was using would not be sufficient for its clients' growing needs. After reviewing products from the leading remote support and collaboration vendors for three months, Practice Technology's Chief Operating Officer, David Webber, chose Linktivity's WebInteractive® for its cost benefits, features, and ease-of-use.

Webber disliked the lack of value and expensive pricing model behind remote software subscription services, such as those from WebEx, that were on the market. Additionally, Practice Technology had the server power and bandwidth to host a server-installed software solution on its own, which would save it even more money long-term. WebInteractive was not only the least expensive option for Practice Technology; it was the easiest and most user-friendly solution for its clients.

"Since 2002, WebInteractive has been a huge benefit to our company," said Webber. "We evaluated all the big names in remote support software and kicked the tires hard for a month with each product. Without question, WebInteractive was the preferred solution of our technical support team and an easy financial decision for me."

WebInteractive is a Web-based, real-time software solution that requires no client software installation and enables use within the customer support or online sales environments. WebInteractive connects firms and their customers through the Internet, corporate intranets, and extranets. The software allows firms to chat in real time with their customers or prospects and quickly solve issues using desktop sharing when needed. In addition, sales representatives can easily give virtual product demonstrations and conduct training sessions online, while technical support professionals can offer live customer service, reducing operating costs and increasing sales.

The Results:

"Not only has WebInteractive proven itself by meeting all of our key RFP criteria, it has also changed how Practice Technology conducts business," said Webber. "WebInteractive has provided direct benefits to our bottom line. Within the first year of WebInteractive usage, the firm increased revenue by 22% -- a result we know is significantly attributable to Linktivity's product. Choosing WebInteractive was one of the best strategic decisions we've made and the proof is in our happy clients"

Practice Technology saw immediate results with WebInteractive. The company could respond instantly to prospects interested in a Web site demo instead of strategizing the logistics for days. The company also passed on significant savings to their clients.

Rather than tying up the technical support team with training issue questions, WebInteractive allowed Practice Technology to save on travel costs. The software firm began offering incremental and customized training sessions online at discounted rates for both novice and power users -- boosting overall customer satisfaction.

About Linktivity
Linktivity, a technology leader in real-time communications software, provides server-based communications and control products that enable person-to-person interactions through a browser window. Linktivity products include WebDemo, a Web-based, real-time conferencing-and-collaboration software tool, and WebInteractive, a real-time software tool that gives support and sales professionals an efficient way to manage and resolve online requests for service and support. The Linktivity technology and other select assets were acquired by Inter-Tel on October 8, 2004 and join Inter-Tel’s portfolio of business communication software and systems. For more information, visit www.linktivity.com.

About Inter-Tel
Inter-Tel (Nasdaq: INTL - news) offers value-driven communications products; applications utilizing networks and server-based communications software; and a wide range of managed services that include voice and data network design and traffic provisioning, custom application development, and financial solutions packages. An industry-leading provider focused on the communication needs of business enterprises, Inter-Tel employs over 1,900 communications professionals, and services business customers through a network of approximately 57 company-owned, direct sales offices and over 350 authorized providers in the United States, United Kingdom and Japan. More information is available at www.inter-tel.com.

About Practice Technology, Inc.
Practice Technology was founded in 1993 with a very simple mission: To be the best legal case management company in existence, regardless of size. Their Prevail Case Management System software is now run by hundreds of firms throughout the U.S., Hong Kong and Latin America. After ten years of steady growth, Practice Technology enjoys the stability of being a debt-free, privately held corporation. For more information, visit www.prevail.net.

 

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