Longmores – End-to-end IT transformation, delivery & ongoing support

Project type: IT Review

Baskerville Drummond has supported Longmores Solicitors LLP across a series of interlinked projects covering IT review, PMS selection, implementation support, MSP improvement and compliance.

Our role combined strategic advisory with hands-on delivery, working closely with the firm to resolve issues in real time, improve existing systems and guide major technology decisions through to successful execution.

Work Delivered

Strategic IT Review and Service Improvement

We carried out a comprehensive review of Longmores’ IT estate, identifying key issues impacting performance, stability and user experience. This included diagnosing system performance constraints and recommending a replacement of the infrastructure and Managed Services Provider.

Alongside this, we worked directly with suppliers to improve communication, ensure follow-up on unresolved issues and establish more structured engagement, including regular service reviews.

Managed Service Provider (MSP) Review and Improvement

We supported Longmores in assessing and improving their IT support model, driven by real operational challenges. The firm had experienced significant service disruption, including periods where fee earners were unable to work effectively, creating a clear need for change.

Our work included:

  • Reviewing supplier performance and service delivery
  • Gathering evidence of service issues and escalation points
  • Engaging with MSP and third-party providers to improve outcomes
  • Supporting the firm in building a clearer, more robust support model

We also worked with suppliers to improve reporting on tickets, SLAs and service performance, ensuring the firm had the visibility needed to make informed decisions. This project led to a measurable reduction in user-reported issues following implementation, more predictable user experience, better performance and more comprehensive support.

About Longmores

Longmores is a progressive firm of specialist solicitors renowned for its professional yet personal service that has been advising businesses and individuals in Hertfordshire and across the country since 1819.

All Longmores’ and fee earners are specialists in their respective areas of law acting for a wide range of commercial, private and public sector clients.

Practice Management System (PMS) Selection and Preparation

We are currenting leading a structured and highly collaborative PMS selection process, ensuring decisions are grounded in real operational needs rather than theoretical requirements.

Discovery and stakeholder engagement

We facilitated a series of discovery sessions across the firm to understand how the system was being used in practice.

These sessions highlighted recurring challenges, including performance issues, inefficiencies in financial processes and inconsistent use of system functionality across teams.

Identifying quick wins alongside selection

Rather than treating selection as a standalone activity, we improved the existing system in parallel.

This included some process redevelopment.

Supporting decision-making

We are continuing to work closely with leadership throughout the process, providing analysis and guidance to support key decisions. Our focus is on ensuring the selected solution will align with both day-to-day operational needs, the longer-term strategic direction and allow the firm to focus on continuing to provide the highest levels of client service.

LOCS Audit and Data Governance Support

We supported Longmores in reviewing their processes against LOCS standards, helping ensure alignment with UK GDPR and legal sector best practice.

This formed part of a broader focus on improving governance and ensuring that systems, processes and behaviours supported regulatory compliance.

This work is still in progress.

Real-World Issue Resolution

A key strength of this engagement was the level of hands-on support provided. Where needed we have provided support as and when needed to ensure that the provision of IT Services has as little negative impact on the business as possible.

We worked alongside the firm to resolve issues as they arose, ensuring that challenges were addressed quickly and effectively.

This proactive approach is aimed to ensures that issues do not escalate and that users remain supported throughout periods of change.

Outcome

Through a joined-up approach across strategy, selection and delivery, Baskerville Drummond enabled Longmores to:

  • Improve system performance and stability
  • Strengthen supplier accountability and support quality
  • Deliver a structured, evidence-based PMS selection process
  • Successfully prepare for and support system implementation
  • Enhance data governance and compliance practices

Why Baskerville Drummond

Baskerville Drummond combines strategic thinking with practical delivery. At Longmores, this meant not only defining the right approach, but working alongside the firm to implement it—resolving issues, supporting users and ensuring that technology worked effectively in practice.

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