Frontline Managed Services Launches HELIX at ILTACON 2025: The Legal Industry’s Most Advanced AI-Optimized Service Desk Support Platform
— HELIX transforms law firm IT operations through Generative AI built on ServiceNow —
ST. LOUIS, MO (August 6, 2025) — Frontline Managed Services, a premier global provider of outsourced solutions for the legal and professional services industries, today announced the official launch of HELIX, its groundbreaking generative AI Service Desk platform, at ILTACON 2025. Purpose-built for the legal sector and powered by ServiceNow, HELIX sets a new standard for how law firms manage, resolve, and scale IT support.
A pioneer in operational innovation for law firms since 1987, Frontline Managed Services is the first to introduce a generative AI platform tailored specifically for legal IT. HELIX delivers unmatched speed, consistency, and intelligence – eliminating long wait times and continuously learning from every interaction to improve outcomes, anticipate user needs, and elevate the overall IT support experience.
“The launch of HELIX marks a transformative step in the evolution of our Service Desk support for law firms globally,” said Seelin Naidoo, CEO of Frontline Managed Services. “By leveraging the power of next-generation AI, we’re able to deliver a more intelligent, consistent, and proactive support experience for our law firm clients. HELIX is engineered not only to meet the demands of our clients’ needs today but also built for future anticipated demands. We are proud to be leading the transformation of legal IT support.”
Key Capabilities Tailored for Legal Professionals:
• Voice-to-Text Knowledge Search: HELIX quickly transcribes and interprets user queries, delivering precise answers drawn from firm-specific knowledge bases.
• Automated Email Response Handling: Accelerates resolution times by triaging and responding to support requests instantly.
• Self-Service via Microsoft Teams: Attorneys can access immediate assistance without leaving their workflow.
• Single-Pane Interface: A clean, unified view that consolidates tickets, communication, and resources for greater efficiency.
• Proactive Trend Detection: HELIX identifies recurring issues firmwide, allowing for systemic improvements before problems escalate.
Delivering High-Impact Outcomes for Global Law Firms:
• Strategic IT Insight: HELIX enables IT leaders to proactively manage and optimize support resources across the entire firm.
• Proactive Problem Solving: Trend analysis helps identify and resolve issues before they escalate.
• Faster Call and Email Responses: AI-powered automation dramatically shortens resolution times.
• Greater Resolution Accuracy: Data driven AI learning models lead to markedly increased first time issue resolution
• Uniform Service Quality: Standardized processes deliver consistent support across the board.
• Enhanced White Glove Experience: Attorneys benefit from personalized, prompt, and precise support.
Frontline Managed Services executives will be available for media conversations at Booth #822 throughout the conference. Hands-on technology demos, however, are available by appointment only and will take place in a dedicated hospitality lounge. Demo appointments for media can be scheduled for:
• Monday, August 11 (10:00 AM – 2:00 PM)
• Tuesday, August 12 (10:00 AM – 2:00 PM)
• Wednesday, August 13 (10:00 AM – 2:00 PM)
Virtual briefings with Frontline executives are also available upon request.
In 2024, Frontline Managed Services partnered with private equity firm Broad Sky Partners, whose investment has fueled the company’s product innovation, M&A strategy, and service expansion—including the launch of HELIX.
About Frontline Managed Services
Founded in 1987, Frontline Managed Services is the leading global provider of outsourced administrative, financial, and IT services for legal and professional services firms. With more than 1,000 employees supporting over 800 law firms worldwide, Frontline delivers scalable, tech-enabled solutions that improve revenue, profitability, and operational efficiency. Based in St. Louis, Frontline has offices across the United States (Atlanta, Los Angeles, New York City, St. Louis, Toledo, Nashville, and Washington, D.C.), as well as in Toronto, London, Cape Town, Hyderabad, and Goa. For more information, visit frontlinems.com and follow Frontline on LinkedIn.
MEDIA CONTACT:
Lisa Hagendorf
Centerpiece PR for Frontline Managed Services
