Genuine Listening Earned Trust

Customer Challenge

Caroline Rieger had extensive experience as a partner in big law firms, but wanted to create a practice that put people at the centre. So, she created Black Door Law, working from home initially, then taking on staff to work in a temporary office until a new office was ready for all of them to move into.

Black Door’s existing I.T. systems weren’t working properly, due to their service provider thinking they knew best and not consulting with Caroline to understand her needs and goals. The lack of rapport had eroded trust.

Caroline shared her frustrations with her husband, who recommended his own printing firm’s I.T. provider – Caduceus. Her impression had been that they only worked for Architects. 

Project Goals

“I wanted to find a new I.T. partner that would be part of our team, supporting the practice and growing with us into the future.

We required a robust system that would enable us to work from anywhere, anytime, with minimal downtime in the transition to new premises.

I was keen to have the best industry practice solution for the legal sector, including a bespoke law practice management system optimised to meet our unique needs.

Cybersecurity was also critical for confidential client information and legal privilege, as legal firms are commonly targets for cyber attacks.”

Solutions

“Caduceus made a friendly approach and we had a very relaxed conversation. They patiently listened to my frustrations and vision, as a perfectionist wanting everything just right.

I was impressed from day one, feeling understood and knowing that I could trust them, as they were working to my agenda, not theirs.

They discussed options with associated pros and cons, but I never felt like they were pushing to sell anything. Collaboratively, we developed a road map into the future.

As a startup, we didn’t have budget to do everything at once, especially after funds already spent on our existing I.T. system, and Caduceus seemed very considerate of this. They recommend a staged solution, with the right functionality at the right time, only as needed. No new technology for the sake of it.

After implementation, we had some minor issues, as expected, such as MS word software compatibility, but they got on to it straight away, owned it, and dealt with it.

The team was just fantastic. It reminded me of the classic quote from LV Martin & Son – “It’s the putting right that counts.” 

Caduceus’ solution included computers, docks, Microsoft 365 and Teams software, Zoom, phones, and boardroom conferencing, plus taking over our practice management system to make it work more effectively for us.

They also provided training, especially for the phone system with call transferring and grouping, and offered to conduct role-playing to take mastery to another level.”

Business Outcomes

“Because of Caduceus, we’ve been able to carry on with business right through our office transition. Despite delays with our premises, they made the whole process seamless and easy.

They’ve come along on the journey with us, allowing us to flourish and grow.”

Conclusion

“I’ve found a strategic long-term I.T. partner that feels like family. They get the big picture and really care about our goals and success.

We appreciate their adaptable and flexible support, feeling confident to pick up the phone and talk at any time. Trust has been earned because they do everything they said they’d do.

Overall, Caduceus have been a pleasure to deal with!”