How a multi-office law firm improved control and confidence in the way IT was managed

How a multi-office law firm reduced disruption and gained more confidence in the way IT was handled

• Customer: Burley Geach Solicitors
• Sector: Law firm operating across multiple offices
• Challenge: Support was in place, though control, consistency and confidence in IT were not where they needed to be
• What CYAN did: Defined ownership, improved control, and strengthened resilience across systems and support
• Outcome: Stronger accountability, reduced disruption, and greater confidence in how IT is managed

Burley Geach relied on IT to support client work, communication and internal operations across multiple offices.

Issues began to surface more regularly, often without a clear cause or consistent explanation. Fixes were applied, though the same problems returned, creating uncertainty around how systems were being managed.

For a busy legal practice, this created pressure.

Leadership needed more than systems that worked. They needed continuity of fee-earning work and confidence in how IT was being managed.

The Challenge

The issue was not a single failure.
It was a growing lack of control and consistency.

This showed up through disruption, uncertainty around how issues were being resolved, and time lost chasing updates or waiting for answers. Confidence in the reliability of systems supporting client work began to erode.

As responsibility increased, so did the pressure.

For a law firm, that goes beyond inconvenience.
It affects fee-earning work, internal confidence, and the ability to rely on systems when it matters.

We were losing a lot of work time due to outages and connectivity issues. As a law firm, that means lost revenue and frustrated staff. CYAN came in, understood the pressure points very quickly, and gave us confidence that things would finally improve.

Why CYAN

Burley Geach needed a more dependable approach to IT. Not more complexity.

They needed defined ownership, consistent communication, and assurance that IT was being handled in a controlled and accountable way.

CYAN focused on bringing structure and stability to the areas that mattered most.

What stood out with CYAN was that they didn’t just fix issues. They kept us informed, explained what was happening, and gave us confidence that someone was properly taking ownership. That made a huge difference.

How CYAN supported Burley Geach

Phase 1: Stabilise and reduce disruption

The first step was to improve the reliability of core systems and ensure support was consistent and predictable.

The aim was to create a steadier environment and reduce the operational risk affecting the business.

Phase 2: Improve control and visibility

Once disruption reduced, the focus shifted to oversight.

Issues were tracked, followed through, and resolved with defined ownership. Communication improved, and leadership had a better understanding of what was happening and why.

This reduced uncertainty and made risk easier to understand and respond to.

The difference in support was obvious quite quickly. Tickets were picked up properly, updates were clear, and our team no longer felt like they were left in the dark waiting for answers

Phase 3: Strengthen long-term confidence

With the immediate pressure addressed, the focus moved to long-term confidence.

A more structured and accountable model was put in place, giving leadership better visibility and reducing reliance on informal knowledge or reactive support.

This lowered ongoing risk and made the environment more dependable as the firm continued operating across multiple offices.

The Transformation

Burley Geach now operates with stronger ownership and accountability across IT, more consistent support, and less disruption to fee-earning work.

Confidence in the systems supporting client work has improved, and less time is lost to uncertainty or follow-up.

The firm is better placed to understand and manage IT risk, rather than react to it.

That means:

• less downtime interrupting fee-earning work
• clearer communication and ownership when issues are raised
• more dependable support across multiple offices
• stronger confidence in the reliability of systems supporting client work
• less time lost to uncertainty, follow-up, and day-to-day IT friction

It feels like we now have IT support that actually supports the business. Problems are dealt with properly, communication is clear, and our team can get on with their work without the same level of disruption.

What this means for law firms like yours

In many firms, IT may appear to be working.

The challenge is whether it is controlled and owned in a way that can be relied on.

As responsibility increases, so does the need for defined ownership, a consistent approach, and confidence in how systems are managed.

Where that is not in place, risk builds quietly.

If you want support that is responsive, clear, and properly managed, CYAN delivers. They made a real difference to how our firm operates.

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