Roq Delivers Managed Test Service for 'Magic Circle' Law Firm

The Client 

Our Client is a multinational law firm. It is a member of the "Magic Circle" of elite London-headquartered law firms. It currently employs over 2,800 lawyers with offices in 20 countries.

Roq’s Projects Delivered 

Roq has been delivering a Managed Test Service (MTS) to the client for over six years, using a core/flex resourcing model.  

When Roq initially established the MTS there were just 12 active project and Business as Usual (BAU) deliveries being worked on across the service. Roq now engage with 60+ project and BAU deliveries per month and do this with the same team size as the original team. This demonstrates the effectiveness of Roq’s use of risk-based testing, and drive towards process efficiency and adoption of an automation-first approach. 

In the last six years, Roq has delivered 130+ projects as part of the MTS, and support BAU change initiatives (e.g. SAP, Office365). These include: 

• the implementation of Azure DevOps 

• BDD, and extensive test automation, including iOS mobile device testing; and 

• the introduction of a CI/CD pipeline for weekly ServiceNow releases (with 80% automation coverage). 

Another key project recently delivered by Roq through the MTS was their solution to testing Windows 10 updates. This has proved game-changing for the client as they now have a blueprint for all future Windows updates. 

Using Roq’s automation framework, the new approach saves up to 60 hours of manual work per week – and has the added benefit of significantly mitigating the risks associated with Windows 10 updates.

Roq has also introduced their innovative EPS solution to the client. The client was experiencing significant degradation, across certain global offices, in the performance of business-critical desktop applications such as Office 365, each time a Windows 10 upgrade was released. Roq’s solution involves a unique and complex synthetic testing approach, performing automated key transactions on remote desktops and physical hardware and recording important timings. This has created significant benefits for the client, including increased confidence that business-critical applications will not be adversely impacted, a time and cost saving through a reduction in IT Support calls, and much more.

A key challenge and focus for the MTS has been to improve the processes and working relationship between the testing function and the rest of the client’s business functions. The Roq team has worked tirelessly to improve the communication flows, and to provide advice on the benefits of the involvement of the testing team at various stages of each project. Roq has also been a catalyst for promoting the importance of quality within the client’s business, and regularly presents at the client’s town hall meetings/calls.  

The Outcome  

By promoting a ‘one team, one message’ approach and maintaining consistently high levels of service, Roq has developed a high level of trust with the client’s senior executives. In delivering the service, Roq executes an effective resource management approach, which helps manage budget expectations appropriately, forging a great relationship built around efficient resource mobilisation and cost control. This also allows for greater staff rotation, reducing key person dependency – a sign of a true service. 

In addition to the significant increase in delivery efficiency, other benefits of Roq’s engagement include: 

• Our partnership has led to an 80% reduction in time to execute and monitor mandatory weekly regression performed, on the business-critical SAP system. 

• A dedicated core team maintains and builds on the accumulated knowledge of testing within the Roq organisation 

• The core team is complemented by a flex team whose size and composition flexes as appropriate to meet the client’s demand  

• The combined Roq core/flex team deliver expertise across various technologies and provides a seamless continuity of service – a true core/flex model 

• The use of the Roq Test Lab delivers cost optimisation (around 26% per year), and reduces pressure on the client’s London and Manchester offices 

• Providing an independent test team has delivered measurable improvements in the quality of testing processes, deliverables, results and flexibility of test operations – it is now integral to higher-quality delivery 

• A continuous improvement programme is in place, governed by quarterly service reviews, to ensure innovative techniques, processes and tools are being considered and adopted 

This relationship has flourished over the years, and Roq has recently signed a multi-year contract extension with this client, with Roq acknowledged as being a key factor in the success of the client. 

If you’d like to find out more about how Roq can support your business, please email us at ask@roq.co.uk.