Frontline Managed Services says its ServiceNow-powered platform can cut downtime in half, boost consistency and protect billable time.
HELIX is pitched as the end of the lawyer help desk headache. Built on ServiceNow and infused with generative AI, the new platform from Frontline Managed Services aims to give lawyers faster answers, consistent outcomes and seamless self-service—all without sacrificing the nuance of legal workflows.
For firms, the benefits are clear: less downtime, better predictability and measurable return on lawyer time. HELIX can transcribe a request, search a firm’s knowledge base, and deliver the right solution at the speed of a Google search. Partners who still prefer to call in get live answers within seconds, while associates can resolve issues directly inside Microsoft Teams. ServiceNow’s analysis suggests as many as 40 percent of tickets could be deflected from human analysts, cutting average handle times from eight minutes to as little as four—or even two.
The promise goes beyond convenience. Every stalled document or login issue eats into revenue. By standardizing how support is delivered across hundreds of tools—from iManage and NetDocuments to Intapp—HELIX seeks to protect billable hours while scaling firmwide IT without ballooning headcount.
Frontline has already proven this model on the finance side. Its “Bili” billing compliance engine audits invoices against client rules before submission, helping firms achieve a 98 percent realization rate compared with an industry average in the mid-80s. With HELIX, the same operational discipline is now applied to IT.
CEO Seelin Naidoo, who has grown Frontline from 30 employees to more than 1,000 worldwide, calls HELIX not just an upgrade but a leap forward: “Where we are today, I’d say we’re three years ahead of where the market is.” With fresh backing from Broad Sky Partners, HELIX is now rolling out across more than 200 client firms. Naidoo emphasizes that Frontline isn’t selling software—it’s delivering outcomes.
Bottom line: For Am Law firms under pressure to do more with less, HELIX promises to transform IT support from a friction point into a business advantage—faster, smarter and built to protect the hours that matter most.