Based in Atlanta, Georgia, Frontline Managed Services– formerly Intelliteach – is a leading global provider of outsourced solutions to over 300 firms in the legal and accounting markets.
With more than 21 years of industry experience, Frontline Managed Services provides IT managed services such as help desk support, financial management services, and eLearning software with a focus on the specific needs of law firms.
The company is recognized as a leader in outsourced accounts receivable management.
InApp’s goal was to maintain and add new features to the client’s helpdesk application based on ITIL best practices. The previous infrastructure was dependent on a single server. The variation in incoming loads posed a significant risk of suffering downtime and potential issues.
The existing helpdesk tool was widely used by more than 300 law firms to manage their IT requirements. Using its expertise in IT service management, InApp developed the product by considering ITIL best practices to improve process workflows and to enable better collaboration between technicians and customers.
In addition to rewriting the core application and enabling cross platform integration, InApp re-engineered the following modules:
Enriched application modules corresponding to the ITIL lifecycle helps to align IT services with business requirements.
Stable integration with a third party PSA software enables data collaboration and automation to manage the tickets logged
The load balancer deployed by InApp aids in sharing incoming user traffic to the different application servers and enables 24×7 application availability to the end customer.
An improved problem management module performs root cause analysis with options to attach evidence as a file/document.
Frontline Managed Services, formerly Intelliteach