AI-Driven Excellence in Workplace Services

About Client

A leading British multinational law firm and a prominent member of the "Magic Circle," recognized among the world's top law firms by both revenue and lawyer count. Operating globally, the firm relies on secure, responsive, and efficient digital workplace services to support its professionals and business operations.
 

Key Challenge

The firm faced operational challenges with its legacy IT support model, which impacted efficiency, scalability, and user experience. Key challenges included:

• Fragmented knowledge bases and rising support costs.
• Complex device management due to the transition from BYOD to CYOD.
• Limited scalability across global operations.
• Lack of AI-driven orchestration and automation.
• Need to improve support efficiency while maintaining high service standards.

Solution

Microland transformed the firm's workplace support ecosystem through a 24x7 AI-driven global service model supporting 7,800+ users across 33 offices and 18 service lines. The solution combined AI-powered workflow automation, self-healing capabilities, virtual assistants, predictive analytics, and intelligent support operations to enhance user experience and operational efficiency.
 

Business Value Delivered

• 82% User Satisfaction Rate through AI-enabled support and proactive endpoint analytics. 
• 7,500+ Talent Hours Saved using intelligent task allocation and self-healing capabilities. 
• $1.4Mn Cost Savings achieved through automated and adaptive service desk operations. 
• 60% Reduction in Cycle Times by accelerating onboarding and support workflows through intelligent orchestration.
• Achieved SDI World Class 5-Star Certification, recognizing excellence in AI-driven workplace service delivery.