As CEO of Intelliteach since 2004, Seelin Naidoo’s passion for his business is beyond question. Providing outsourced solutions to over 300 firms in the legal and accounting markets, its four main operating centres are Atlanta, St. Louis, Toronto and London. “We have operations in 44 countries,” he says. “Our strategic objective is to provide world class service while reducing our clients’ operating cost and eliminating their CAPEX investment in technology.”
Intelliteach is divided between operating and software. “On the operating side,” says Naidoo, “we have AR-augmented services on the finance desk, providing outsourced services, primarily in the US.” Among its law firm clients are Akin Gump, Baker McKenzie, Dentons, and DLA Piper. Almost equal in size is the service desk, which operates on a global platform.
Security is paramount. “We are ISO27001 certified to every control facility that’s managing legal exclusively,” says Naidoo. “Our organisation is structured so that we never take possession of a firm’s data – all of the work that we typically do is within that firm’s environment. We’ve done a lot to accommodate security concerns, but there’s no start and end point to this endeavour.”
The operating side has several supporting systems. A service management tool, IQTrack, which has 270 analysts taking 100,000 calls a month, provides access to IT support from anywhere in the
world, at any time. Last year, Intelliteach upgraded its Automated Call Distribution (ACD) platform “a state-of-the-art cloud services” to manage all forms of communications – voice, email, chat, multi-media etc.
There is also an e-learning platform. “For every major legal package, regardless of version, we’ve created an eLearning training curriculum that is customised based on the clients’ needs,” says Naidoo.
Another tool, Solution Sender, provides users with an electronic animation of the users’ request after it is resolved. “We walk you through the resolution steps and then send you an animation – all animations are ‘mobile device enabled’ – which can go to any device format. It reinforces the process that we walked you through,” explains Naidoo, “and provides just in time training as well as reinforcing training.” Using a self-help component, clients can log onto the system and look up issues in six languages, much the same as a Google search.
In software, Intelliteach offers a business intelligence package with an ability to look at data from a multi-dimensional perspective: by location, practice group, and attorney, and then interchange those dimensions. “It provides a level of detail that otherwise would be very difficult to pull out of a standard system,” explains Naidoo.
Intelliteach has “a pretty strong presence” with AmLaw 100 to AmLaw 200 clients, he adds. “But the clients we have built our company for are multi-nationals. In addition to providing AR-managed services support to the US market, we also provide managing services support to KPMG and Deloitte.”
Since inception, Intelliteach has doubled in size every five years. “We’re owned by a private equity fund with managers having a minority stake,” says Naidoo. “We’ve had pretty consistent doubledigit growth and that will continue. But we are also looking at a number of acquisitions that would be strategic high value, that compliment or supplement the current service line. We will continue to build out additional services and to leverage the existing relationship pool that we have in place.”
As elsewhere, IT recruitment in the US is highly competitive. “I spend a fair amount of time looking at options – near shore, the Caribbean, or offshore,” says Naidoo. “This would be for application development, mobile-enabled technology, infrastructure support. India is an obvious spot for us – we have been looking.”