When we speak of service, we don’t just mean customer support. While that is important, we take a more comprehensive approach to our definition of service. We believe true service goes beyond simple politeness or responsiveness; it’s about being genuinely helpful and delivering meaningful solutions.
The same holds true for expertise. Earning multiple certifications does not automatically make someone an expert. Too often, we encounter professionals who, despite their credentials, possess only theoretical knowledge. When faced with real-world challenges that fall outside the scope of their training, they struggle to find solutions. We define expertise as the ability to solve complex problems, regardless of the parameters or unforeseen circumstances that arise.
True expertise is not just about possessing knowledge—it’s about applying that knowledge to overcome challenges. Similarly, service is more than just support; it’s the dedication to ensuring that challenges are addressed and resolved. In the field of eDiscovery, service and expertise go hand in hand—they are inseparable.
Example 1: Solving the “Unsolvable”
We were approached by a client involved in an FBI investigation. They had an iPad containing crucial information, but due to a feature in iOS 17.1, the iCloud archive was unreadable. Despite attempts to hack into or parse the archive, client could resolve the issue. They believed the problem was unsolvable.
However, our team uncovered a simple, overlooked solution. When a new iPad is linked to the account, it downloads a fresh, readable copy of the archive. While the original archive remained inaccessible, the duplicate could be parsed. This wasn’t a matter of technical prowess but of applying problem-solving skills to the situation.
Example 2: Innovating Where Others Stop
Another client faced what was deemed an impossible task—managing a set of 3 million images that needed to be reviewed to identify a specific logo and its variations. Other service providers informed the client that there was no automated solution and that a manual, time-consuming process was the only option.
Rather than accepting that limitation, we built a custom solution. Using existing platforms, we developed “VisionAI,” a tool specifically designed to tackle the client’s challenge. It achieved 95% accuracy and was 90% more efficient than the manual approach. What started as a one-off solution for a client evolved into a powerful tool, demonstrating our commitment to service and innovation.
At Intrepid, we don’t see a distinction between service and expertise. For us, they are one and the same. Delivering exceptional service means applying real expertise, and solving complex problems is how we define both.
