Announcement | 2nd September
Tiger Eye, the legal technology specialists dedicated to Harnessing Knowledge and Unleashing Potential have today (2nd September) announced the launch of Proactive Platform Support: the evolution of the iManage Support Partner’s trusted iManage service. The service has been adapted in light of the changing nature of the iManage system, which has advanced beyond a ‘document and email management system’ into an AI-powered knowledge work platform.
The advanced service provides optimal platform protection through a proactive, data-driven approach. This is because unlike traditional support services, Tiger Eye’s Proactive Platform Support includes regular iManage health checks to identify and prevent potential issues in advance. Analysing data gathered from health checks, the iManage Trust Centre, and tools such as iManage Threat Manager, Tiger Eye’s engineers use their deep iManage knowledge to spot and address potential issues in advance. Additionally, through the continuous review of iManage updates and announcements, Tiger Eye’s specialists are able to proactively share key insights with clients, providing tailored advice regarding how platform changes will specifically impact a client’s set up. This makes it easier for organisations to make decisions about the platform, such as whether or not to adopt a new feature or adapt internal processes in light of system changes.
To further enhance the proactive nature of the service, Client Success services are also included as standard in the Proactive Platform Support service, to enable iManage user firms to gain maximum value from iManage (including the core platform as well as add-ons). Through regular meetings, Tiger Eye’s Client Success team work to identify areas where iManage could deliver greater value to enable clients to progress towards business objectives. For example, areas of focus may include driving adoption, or managing change. Then, through bespoke Mutual Success Plans, clear steps are created, actioned and monitored to drive progress.
On the launch of the new service, Sam Hudson, Chief Growth Officer, commented:
“Within the iManage Cloud, platform updates are continuously delivered. This introduces a lot of change, from small-scale improvements to larger advancements such as new features or tools. Firms need to rely on a specialist support provider to successfully navigate these changes and ensure proper change management throughout. Drawing on insights from our global client community and further afield, we found that firms need a different kind of support service to address these challenges. We are proud to introduce Proactive Platform Support, which is designed for the modern iManage user, helping firms to make the most of iManage and unleash the platform’s true potential.”