Over the past six months I have met with more than 150 customers, 40 partners and multiple legal organizations like the International Legal Technology Association (ILTA) to identify how Workshare can change to better meet the needs of the legal community. A clear message came from everyone I spoke with; improve product quality, increase support resources, reduce organizational complexity, and simplify policies and processes.
The improvements outlined below will allow us to continue to improve upon the technical and account management resources available to you while maintaining and strengthening our ability to support the legal community. Some of these changes have been implemented, and some will be phased in slowly to provide the appropriate transition.
Extended Support Resources
Your overall customer experience is important to us. We have revamped our reseller program and have selected a small number of key global partners to provide complete end-to-end services. For the past two months we have worked on a transition plan to equip these partners with the tools they need to support our customers. This includes pre-sales information and training, implementation services, and customer support. By focusing our resources on partners offering services beyond the sale, we are doubling the support resources available to customers.
Continued Improvement to Product Quality
As communicated in December of 2008, we improved product quality with changes to the engineering organization and product launch. Product quality improvements to the Workshare Professional Service Release (SR1) have been a result of customer input and validation. The upcoming Workshare Professional Service Release (SR2) extends these improvements with the much appreciated feedback from over 500 beta testers. We will continue to evaluate internal processes, as well as invest in needed resources, to ensure product quality only improves.
Workshare is Committed to the Legal Industry
For more than 10 years, Workshare has provided industry leading technology to the legal industry. As a profitable company we will continue to invest in technology, support and training resources all with the sole focus on the legal community.
With the changes outlined above, and 96% of all Workshare DeltaView customers now migrated to the Workshare Professional platform, we are in a strong position to focus and serve the needs of the legal community.
With 14,000 customers and one million legal professionals using Workshare software we do not take change lightly. If you should have any questions or concerns, please do not hesitate to contact me.
Thank you for your continued support.
Sincerely,
Alan