24/7 Multichannel Support
Consistent support across phone, email, portal and other channels, with coverage designed around the firm's workforce and operating model.
Helpdesk 2.0
The next help desk doesn't just answer tickets. It reads the room.
A service experience model for the modern legal IT organization.
Response times and SLA compliance built discipline into IT support, but they answer the wrong question. Opensity's Helpdesk model combines sentiment analytics, AI-assisted coaching, and proactive support to measure, and improve, how effectively people actually adopt technology.
We know what it takes to deliver great IT support — because we understand the people behind every ticket.
Opensity delivers IT support for leading legal, financial and professional services organizations. We combine technical expertise, service discipline and a deep understanding of how people work to deliver more than ticket resolution. We help organizations improve the speed, quality and experience of every support interaction—while using data and AI to continuously improve the service
Intelligent Intake & Triage
AI-assisted classification, routing and prioritization to get users to the right resource faster.
Expert Resolution & Escalation
Skilled analysts supported by clear escalation paths, specialized expertise and consistent service standards.
Knowledge & Self-Service
Searchable, continuously updated knowledge that helps analysts and users resolve common issues faster.
Proactive Monitoring & Prevention
Identify recurring issues, emerging patterns and technology friction before they become larger disruptions.
Experience & Continuous Improvement
Measure service quality and user sentiment, then use those insights to coach teams and continuously improve the support experience.
THE MARKET REALITY
Technology doesn't have an adoption problem. Organizations do.
Recent ILTA Technology Survey tells a consistent story: firms have gotten sophisticated about deploying technology, and haven't kept pace on helping people use it.
69%
of firms name user behavior as their greatest cybersecurity challenge, more than twice the next response.
45%
cite user acceptance of change as the single biggest technology challenge facing the firm.
32%
expect generative AI to require additional IT headcount, not fewer, as governance and training demands grow.
4
distinct maturity stages separate a reactive ticket desk from a strategic adoption capability.
HOW WE PROTECT THE SERVICE STANDARD
Excellence Isn't a Launch. It's an Operating Discipline.
Anyone can create a great first impression during implementation. The real test is what happens on day 400—when new hires join, managers change, locations expand, and expectations continue to rise.
That is why our WPX program is built around a continuous improvement operating system: one standard, one training model, one measurement framework, and one commitment to getting better every quarter.
01 — Standard
Defining the Experience+
- Codify every guest interaction, room setup, workplace moment, and service expectation in a living Lookbook.
- Establish version-controlled SOPs with clear ownership to create consistency across every location.
- Remove dependency on individual preferences, local variations, or undocumented knowledge.
02 — People
Building Capability +
- Train, coach, and certify every team member before independently delivering service.
- Reinforce standards through ongoing training, refreshers, and continuous skill development.
- Build excellence into the operating model—not around individual experience or institutional knowledge.
03 — Proof
Measuring Performance+
- Evaluate every location through scheduled reviews and unannounced quality audits.
- Apply consistent scoring criteria to create visibility, accountability, and measurable performance.
- Confirm the experience delivered matches the standard defined—every day, every location.
04 — Progress
Continuously Improve+
- Translate audit results, client feedback, and operational insights into meaningful improvements.
- Evolve SOPs, training programs, and service standards as business needs change.
- Ensure excellence compounds over time—not just during implementation.
THE FIRST IMPRESSION EXPERIENCE
Arrival · Transition · Destination
The first sixty seconds set the tone for everything after. Here's how the journey is designed, stage by stage.
Common Questions & Honest Answers to What We're Actually Asked.
We already have reception and facilities staff. Why would we need this?
Reception and facilities keep the building running. They weren't scoped to own the experience — the greeting, the handoff, the meeting logistics, the food program, all as one connected journey. WPX Coordinators don't replace your team; they close the gap between "the office is staffed" and "the office feels intentional.
Isn't this just an expensive amenity, not a real strategic priority?
Only if it's treated as one. ~19% national office vacancy and 8 in 10 companies losing talent to stricter RTO policy are balance-sheet problems, not comfort problems. A flagship workplace experience is one of the few investments that touches retention, real estate ROI, and client perception at the same time — that's a strategic line, not a perk line.
How is this different than any other generic corporate concierge vendor offering?
Most vendors deliver a service catalog. We build an operating standard—documented in a comprehensive Lookbook, reinforced through SOPs, ongoing training, quality assurance, and continuous improvement. Every room, greeting, and meeting setup is executed the same way, every time, by teams trained to deliver a consistent, measurable experience across every location.
What's the actual return on a program like this, can you show ROI?
Yes—and we'd rather show you the math than the pitch. Every hospitality team member who leaves represents more than a recruiting expense. It means lost service knowledge, inconsistent guest experiences, additional training, and operational disruption. By reducing turnover, standardizing service delivery, and reclaiming hours spent coordinating meetings and events, organizations generate measurable returns long before gains in employee engagement, workplace utilization, and client satisfaction are factored in.
Will this actually influence employee behavior, will it make a difference for our visitors?
Attendance policies can influence where people work, but they don't determine how people experience the workplace. The differentiator is operational excellence—consistent hospitality, seamless meetings, responsive service, and an environment employees value. That's what transforms presence into engagement.
How fast can this stand up, and does it disrupt current operations?
We implement in phases to build a sustainable operating model. We establish service standards, SOPs, staffing, and governance first; then introduce technology, reporting, and performance metrics; and finally optimize hospitality, events, and workplace enhancements once a consistent operational rhythm is in place. Every phase builds on the last, ensuring continuous improvement without disrupting day-to-day operations.
WHY IT MATTERS
The cost of leaving workplace hospitality to chance.
½ day per week
of employee time can be consumed by workplace friction — coordinating meetings, finding resources, and solving avoidable service issues.
1 experience gap
between locations, teams, or service providers can create inconsistency that impacts productivity, culture, and brand reputation.
1 in 5 HR leaders
reported return-to-office resistance as a significant issue, as many employees questioned whether the commute justified the workplace experience.