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Case Study: Managed IT Services for Senior Law Firm
A St. Louis estate planning firm went from waiting weeks for IT help to getting a response in about 90 seconds. For 36 years, South County Senior Law ran on paper files, a warehouse of physical records, and a single standalone server with no offsite backup, a real risk for a firm holding privileged client information. ThrottleNet helped the firm replace that setup with secure offsite backups, encrypted email, weekly staff security training, and digital case management in Clio. Today, client records are protected, attorneys can find answers during client meetings instead of pulling files, and staff discover new time savings every week.
From Weeks to 90 Seconds: How South County Senior Law Modernized a 36-Year-Old Practice
When Thad Ortman took ownership of South County Senior Law, getting IT help meant making a phone call and waiting two to three weeks for a fix that might not work the first time. The firm ran on paper intakes, a warehouse of physical files, and one standalone server with no offsite backup. For a law firm holding Social Security numbers, tax records, and privileged client information, that was a real risk.
ThrottleNet started with a 30-day onboarding built around a detailed questionnaire and a written scope of work. The firm moved its records into secure offsite backups, added email encryption and weekly staff security training, and consolidated intake, conflict checks, and client files into Clio. Support now runs through the TN Chat icon on every desktop.
The result: IT issues that once sat for weeks now get a response in about 90 seconds, client records are protected from fire, lightning, or hardware failure, and staff are finding time savings every week.
Key takeaway: The change wasn’t just new hardware. It was replacing reactive, slow IT with a partner that responds in minutes, explains what happened and why, and plans ahead with the firm.
The Challenge: IT Help That Took Weeks
For years, South County Senior Law’s IT support worked the same way. Someone had a problem, the firm sent an email or made a phone call, and then everyone worked around the issue while they waited.
“The IT help was basically a phone call. And two or three weeks later we would have something that might be done. But you weren’t always assured that it was going to be done correctly the first time.” – Thad Ortman, Owner, South County Senior Law
Slow support was the most visible problem, but it wasn’t the only one. When Thad stepped into ownership, several others moved to the top of his list. Key challenges:
- Paper-based everything. Client intakes, much of the internal communication, and file storage all ran on paper. Records had to be retained for years in a warehouse, and many had never been scanned. There was no digital backup if something happened to those files.
- One standalone server. The whole practice depended on a single server with no redundancy. When the building next door was struck by lightning, it made the risk very real.
- Reactive, unclear support. The previous provider fixed problems after the fact and gave no guidance on threats the firm should watch for. After one incident, the only explanation was that it was taken care of.
- An outdated phone system. The firm’s phone system was a model that is no longer made, adding another fragile piece to daily operations.
- Privileged information at risk. As an estate planning and probate firm, South County Senior Law holds Social Security numbers, dates of birth, family and business details, and tax information, all protected by attorney-client privilege.
“The answer from the computer service at that time was, well, we don’t know exactly why it happened, but it’s all taken care of now. But I’m dealing with people’s privileged information and I can’t have that. I have to know what happened.”
Thad Ortman, Owner, South County Senior Law
What Thad Wanted to Fix
- Archive client records so they were safe and available any time a client asked for them.
- Lock down confidential client information against scams and hacking.
- Cut the time staff spent tracking down files and information, internally and for clients.
The Solution: A Responsive Partner and a Digital Foundation
90-Second Support Through TN Chat
Day to day, the firm gets help by clicking the TN Chat icon on the taskbar. A message confirms the ticket is open, and a technician follows up within minutes, often while the problem is still on the screen. For larger issues, the technician works in the background and follows up with an email explaining what was found, what was changed, and why. If one computer has a problem, ThrottleNet checks the rest of the office for the same issue.
“To be able to just punch a little button and 90 seconds later the DM is popping up and they’re asking questions… it was just mind bending the first couple of times.” – Thad Ortman, Owner, South County Senior Law
Staff no longer route every issue through Thad. Some minor problems have been fixed in five or ten minutes, and he only heard about them days later.
A 30-Day Onboarding With a Written Plan
Onboarding started with a questionnaire that covered security levels, training needs, and details Thad had never had to document. ThrottleNet then laid out a scope of work with what would be done and when, replaced hardware, and switched systems over on schedule. Computers ran faster and spam dropped. ThrottleNet’s onboarding lead answered staff questions the same day they came up, which helped the team trust that the move from paper to digital would actually work. Staff settled into the new systems over about two months.
“When I saw that questionnaire, I was like, wow, this is big leagues. This is not just somebody that’s doing it on the side on the weekends.” – Thad Ortman, Owner, South County Senior Law
Offsite Backup, Encryption, and Staff Training
Client records now live in secure offsite backups instead of on a single onsite server, so a fire, lightning strike, or failed reboot can’t wipe them out. The team can reach files from home or a phone if needed. ThrottleNet also set up encrypted email for sensitive documents sent to clients, CPAs, financial planners, and healthcare providers, and rolled out weekly security quizzes so staff can spot phishing and scams.
One System for Case Management
The firm moved intake, calendaring, conflict checks, and client records into Clio, replacing three separate programs and trips to the warehouse. Thad says he usually gets faster, more useful answers about Clio from ThrottleNet’s team than from Clio’s own support.
Strategy Through the vCIO
Through its vCIO, ThrottleNet helps the firm decide whether an issue is a one-off or needs a firm-wide fix, explains why projects cost or take what they do, and flags new tools that may apply to a law practice.
The Impact:
| Area | Before ThrottleNet | After ThrottleNet |
| IT support | A phone call or email, then 2 to 3 weeks of waiting | Click the TN Chat icon; 90-second average response |
| Client records | Paper files in a warehouse, many never scanned | Archived digitally with secure offsite backups |
| Servers | One standalone server and terminal | No single point of failure; remote access when needed |
| Case management | Three separate programs plus paper files | Intake, calendar, conflict checks, and records in Clio |
| Client email | No consistent protection for sensitive documents | Encrypted email to clients, CPAs, and providers |
| Staff training | Learning about threats from the newspaper | Weekly security quizzes and newsletters |
- IT response time went from two to three weeks to about 90 seconds.
- Client records are archived, backed up offsite, and no longer depend on one server or one building.
- Staff find new time savings almost every week, from ten minutes to half an hour per person.
- Attorneys can pull up answers during client meetings instead of pulling files from a warehouse.
- Staff who were hesitant about new technology came around once they saw coworkers getting more done.
“Every week we’ll have at least two or three little tidbits of something that somebody in the firm will have found. And now it’s like, oh, well, that just shaved a half hour of work per week for everybody.” – Thad Ortman, Owner, South County Senior Law
The Backstory
Dennis Mertz opened South County Senior Law in St. Louis’s Oakville community in 1990. Over three and four generations of families, the firm built a reputation for practical, down-to-earth estate planning, along with probate and trust administration, real estate, and business formation.
Thad Ortman worked with the firm from the outside earlier in his legal career and was drawn to its common-sense approach. When he was offered a spot nine years ago, he said yes on the spot. Taking over ownership earlier this year meant bringing a 36-year-old practice into the present, while protecting the confidential information that families trust the firm to keep.
Looking Ahead
The firm plans to move to a fully digital phone system, scan documents directly instead of copying paper, and eventually retire its physical files. Thad is also interested in AI transcription so client meeting notes go straight into the client file, and in a client portal so families can access their documents from home.
What It All Means
Law firms hold the same kind of sensitive information as doctors’ offices, and many still rely on a standalone server and slow, reactive support. Thad now hears from other attorneys asking about his setup, and his advice is direct.
“They’re like, we’ve got our own standalone server and it’s fine. I tell them that doesn’t cut it anymore. That rule was written over 25 years ago and it still talks about faxes.” – Thad Ortman, Owner, South County Senior Law
A single server, a room of paper files, or an IT provider that takes weeks to respond are all single points of failure. A local partner that responds in minutes, explains its work, and plans ahead lets attorneys focus on clients instead of computers.
Is your firm still waiting days for IT help? ThrottleNet helps law firms protect client information, back up records offsite, and get support in about 90 seconds.
Final Word
“I recommend ThrottleNet because you have a great company that is at the top of what they do as far as expertise, and it’s being done by great people who want to help you do whatever it is that you do to the best of your ability. With this being a law office, the goal was to have the IT help us without getting in our way. That’s what ThrottleNet has done. Everything is in place. It works well. We don’t have to think about it anymore.” – Thad Ortman, Owner, South County Senior Law
About ThrottleNet
ThrottleNet is a managed IT services and cybersecurity company serving hundreds of businesses throughout the St. Louis region. The company helps organizations eliminate technology frustration, improve productivity, and keep their people, systems, and data safe. ThrottleNet’s team loves technology, but more importantly, they love helping people. Their multi-tiered help desk model allows them to respond quickly and resolve issues efficiently, while dedicated experts in cybersecurity, cloud services, project management, and business strategy provide clients with complete IT support.
Known for award-winning service, a 90-second average response time, and high customer satisfaction, ThrottleNet is one of the region’s most reviewed managed and co-managed IT providers. From full-service IT management to cybersecurity and strategic guidance, ThrottleNet helps businesses stop worrying about technology and start using it to their advantage.
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