Irwin Mitchell gains exceptional visibility and faster resolution with Softcat and Zscaler
Project at a Glance
Irwin Mitchell, a leading UK full-service law firm, wanted to modernise secure access and gain clearer, data-driven visibility into users’ digital experiences. Softcat helped the firm validate its requirements, evaluate the market and expand its use of Zscaler. By implementing ZIA, ZPA and ZDX, the firm established a joined-up approach to secure access and digital experience monitoring, enabling faster troubleshooting, proactive optimisation and a more informed approach to IT service delivery.
Challenge
As more applications moved to the cloud and flexible working increased, Irwin Mitchell saw an opportunity to strengthen visibility and control across the user experience. The firm wanted greater insight into performance across devices, networks and applications, alongside a more modern approach to secure access. Its objective was to create a proactive, data-driven operating model aligned with its wider transition towards cloud-first infrastructure and modern security architecture.
Critical Success Factors:
1
End-to-end visibility
Establish clear, end-to-end visibility of user experience across devices, networks and applications.
2
Insight-led IT operations
Enable a more proactive, insight-led approach to IT operations and service delivery.
3
Secure cloud transformation
Align new capabilities with a wider shift towards cloud-first and modern security architecture.
Solution
Softcat supported Irwin Mitchell in implementing and expanding the Zscaler platform. ZIA and ZPA provided a scalable, cloud-native alternative to traditional VPN infrastructure, while ZDX introduced real-time monitoring across endpoints, networks and applications. Softcat contributed market insight and specialist support, helping the firm validate its requirements, assess available solutions and select an approach aligned with its strategic objectives and future needs.
- Deployment of ZIA and ZPA to replace legacy VPN and modernise secure access.
- Introduction of ZDX to provide end-to-end digital experience monitoring.
- Structured vendor selection and implementation support delivered by Softcat.
Results
Irwin Mitchell now has clearer visibility into the complete user journey, helping its IT team identify root causes and redirect investigations more quickly. ZDX supports both faster incident resolution and proactive optimisation by enabling the team to recognise patterns, address potential issues earlier and provide users with data-backed explanations. The improved tooling has also contributed to reduced lost-time reporting, increased internal NPS and more targeted support during important business periods.
- Faster, more accurate incident resolution through clear root cause visibility.
- Improved internal NPS scores and reduction in lost billable time linked to better tooling.
- Greater ability to proactively optimise performance and support key business activities.
Softcat take a long-term view of the relationship, which makes a big difference. It’s a really easy and productive way to work together.
Jon Lucas-Garner
Head of IT Service and Platforms, Irwin Mitchell