InTouch Customer Success & Support
Business as usual, throughout onboarding
Case management software is business-critical for law firms. When you switch from another system, or implement case management software for the first time, you want business as usual. We offer fast, friendly support and complete onboarding for every new customer.
Staying close to customers for your success, and ours
We aim to resolve any issues you may be experiencing on our first contact, responding to queries promptly and with empathy.
Customer support is a key touchpoint with our customers, and you will find the directors of InTouch frequently replying to your support requests. We find that some of the best new features and ideas come from our clients via the support channel.
Support is free and available via email 24/7 - responses are provided during business hours Monday to Friday by our knowledgeable product experts.
Extensive help documentation
We carefully track all support requests and use them to improve our help documentation.
If we notice the same questions being asked multiple times, we add a new entry to our help section. Over time, it becomes more useful and informative.
The help documentation is accessible online to all InTouch users. It is easy to access and search, helping you find the right article and solution to your specific issue within seconds.
Done-for-you onboarding and implementation services
Have us set up InTouch to suit your firm’s specific needs.
Our done-for-you implementation services include:
Building bespoke case management workflows
Setting up documents and/or precedents
Creating online forms, including quote calculators
Configuration of your online conveyancing client portal
Setting up your letterheads
And More Upon Request
This makes getting started with InTouch simple. We can also help with migration from your old system.
Training for super users in your firm
During onboarding, we partner with your nominated “Super User” to train them on the InTouch system. They receive 3-5 online, one-on-one training sessions to become familiar with our software, using a train-the-trainer approach.
This means you keep knowledge in-house, enabling your Super User to quickly train other staff members and make updates or changes in the system without support from InTouch.