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FEBRUARY 2008
Introducing ProLaw Client Teams
Starting in June 2007, Thomson Elite began evaluating the quality and responsiveness of ProLaw consulting services and support. At the conclusion of this process, we learned that clients would like a faster response and resolution cycle for support incidents and consulting services requests. Clients also indicated a desire for more continuity in their relationships with ProLaw's support and consulting services employees.
In response, we have recently made significant changes within the ProLaw support, consulting and implementation organizations.
As of January 1, 2008, ProLaw Client Teams will serve four geographic regions, each with an approximately equal number of clients. Each Client Team is led by a Client Partner who will direct a group of dedicated business consultants, technical consultants, project managers and support analysts.
In order to provide more personalized, timely customer service, teams will be physically located together and organized by region in ProLaw's Albuquerque office. Working long term for specific clients, client teams will rapidly gain in-depth knowledge of firm-specific needs and business goals. Additionally, each client team will handle consulting and implementation for all new clients in its region.
Client team regions are based on the concentrations of existing and perspective ProLaw clients across North America.
ProLaw Client Partners
Northern Region: Brian Clay
Eastern Region: Maurice Williams
Southern Region: Virginia Gleason
California Region: Dena Fuentes (acting Client Partner and Manager of Support)
Client Partners conducted webinars in December and early January to introduce this new structure along with the regional client teams. If you have any questions, please contact your customer relations manager. To learn more about the ProLaw Client Teams Initiative, read the FAQ.
Starting in June 2007, Thomson Elite began evaluating the quality and responsiveness of ProLaw consulting services and support. At the conclusion of this process, we learned that clients would like a faster response and resolution cycle for support incidents and consulting services requests. Clients also indicated a desire for more continuity in their relationships with ProLaw's support and consulting services employees.
In response, we have recently made significant changes within the ProLaw support, consulting and implementation organizations.
As of January 1, 2008, ProLaw Client Teams will serve four geographic regions, each with an approximately equal number of clients. Each Client Team is led by a Client Partner who will direct a group of dedicated business consultants, technical consultants, project managers and support analysts.
In order to provide more personalized, timely customer service, teams will be physically located together and organized by region in ProLaw's Albuquerque office. Working long term for specific clients, client teams will rapidly gain in-depth knowledge of firm-specific needs and business goals. Additionally, each client team will handle consulting and implementation for all new clients in its region.
Client team regions are based on the concentrations of existing and perspective ProLaw clients across North America.
ProLaw Client Partners
Northern Region: Brian Clay
Eastern Region: Maurice Williams
Southern Region: Virginia Gleason
California Region: Dena Fuentes (acting Client Partner and Manager of Support)
Client Partners conducted webinars in December and early January to introduce this new structure along with the regional client teams. If you have any questions, please contact your customer relations manager. To learn more about the ProLaw Client Teams Initiative, read the FAQ.
