DAYTON, Ohio, Sept. 17, 2007 (PRIME NEWSWIRE) -- Billback's customers likely weren't surprised when the cost recovery systems developer was again named one of the best technology vendors for the legal industry.
A survey of 126 executives in charge of IT purchasing for law firms was released last week by the International Legal Technology Association (ILTA), a non-profit peer-to-peer group, at their annual trade show.
Among the questions the survey posed was, "What legal vendors have provided exceptional support (in the last year)?" Billback was the only cost recovery company to earn the votes needed to land in the top 15. They were joined in that top tier by other major technology vendors including Cisco, Microsystems, Interwoven, LexisNexis, and Thomson Elite.
Billback's vice president of operations, Terry O'Brien, attributes the ILTA survey recognition to the company's dedicated efforts to make support a point of distinction.
"Before we brought Billback to the U.S., we talked with many law firms about their struggle with technology companies and support," he said. "As a result, we built our business model around it and hired our team with a specific focus on providing outstanding support."
Billback's entry into the U.S. market has been phenomenal by all industry standards. In the last three years, the company has brought on 135 North American law firm clients, including more than 25 in the AMLaw 200 list of top firms.
This rapid growth may be partly attributable to another finding from ILTA's research study which showed that a majority (61%) of respondents made their buying decision primarily on reviews and recommendations from their peers.
"We've been very fortunate to have our customers share stories of their Billback implementation successes with colleagues in other firms," said Andrew Moon, CEO of Billback Systems. "Our growth is in direct response to our ability to keep customers happy before the sale, during the system installation, and long afterwards."
Billback's regular customer satisfaction surveys indicate the company scores high marks for support team professionalism and product knowledge, their ability to quickly answer questions or solve any problems, and Billback's user training for client staff. One hundred percent of 2006 respondents said they "would recommend Billback to others."
"Perfect installations are impossible, but the Billback one was one of our best ever," said Glenn Saul, controller for the Philadelphia law firm Margolis Edelstein. "The guys who support it are highly knowledgeable and quick to respond to all of our questions."
The Billback customer service and support team has offices in Dayton, Ohio; Sydney, Australia; London, England; and regional service partnerships in virtually all major U.S. legal markets. Phone lines are answered and problems quickly responded to 24 hours a day, 6 days a week. Technology tools like proprietary trouble ticket tracking software and direct, secure server access to Billback terminals in client facilities help facilitate the support process.
"The vast majority of our calls are simple - the result of a new third-party application being brought on line or a quick question about customizing reports," said O'Brien. "Regardless, we're the front line team for Billback and we take the responsibility for clients' satisfaction very seriously. This survey is an indication of that ongoing commitment."
About Billback Systems
Billback Systems, a division of Espreon Limited (AUST:EON), is a leading provider of cost management and cost recovery solutions to professional services firms worldwide. Billback's reputation has been built on high quality support and the development of innovative technologies including the first browser-based, SQL Server powered cost recovery solution for law firms. It has highly effective software solutions for capturing MFP usage, network printing, telephone and mobile phone use, network faxes, corporate credit card and a variety of miscellaneous expenses including on-line search fees, courier and taxi usage and more. With a global network of Billback support centers strategically located in the US, the UK and Australia and high-availability on-site support coverage, Billback is able to provide industry leading support around the globe. For more information, visit www.billback.com.