Why WilmerHale Returned to Croft

WilmerHale is a leading international law firm with over 1,000 attorneys across offices in the United States, Europe, and Asia. The London office, home to over 100 attorneys, relies heavily on seamless mobile communication.

WilmerHale partnered with Croft a decade ago to manage its mobile fleet. Croft provided a full-service solution: setting up network connections, sourcing and provisioning devices, blocking compromised SIM cards, and troubleshooting all mobile-related issues.

Challenge

WilmerHale chose to work directly with the mobile network. The expectation was to save time and money by eliminating the "middleman."

Instead, the transition turned into a logistical nightmare: porting mobile numbers resulted in lost lines and mismatched SIM cards.

To make matters worse, WilmerHale discovered they were just another number in the mobile network provider's service queue — no dedicated support, no priority resolution, and no strategic guidance. “Nothing makes you feel less important than sitting in a support queue while your business grinds to a halt.”

What seemed like a simple handoff turned into a full-time job.

Solution

WilmerHale returned to Croft for help. Croft stepped in with a tailored recovery plan while taking full ownership of communication with the network providers. They provided a dedicated account manager for priority support and single-point-of-contact service. “From the moment we called, Croft — and our account manager Lauren — took control. They went straight to the source and resolved the chaos.”

Croft’s technical ability and proactive service ensured uninterrupted connectivity — especially critical for WilmerHale’s VIP users who cannot afford downtime.

What we hadn’t understood is that with a partner like Croft, they bring industry knowledge — and industry influence — that customers simply don’t have. Expertise is crucial. It’s reassuring to have someone who understands your pain and actually fixes it.

Sophia Westcott,
Desktop Support Supervisor, WilmerHale

Results

Since re-engaging with Croft, WilmerHale no longer waste time chasing network providers or troubleshooting technical issues. With Croft’s expert oversight, mobile management has become seamless and stress-free.   

Many assume that working directly with network providers is more cost-effective. However, WilmerHale discovered the hidden costs: lost time, service disruptions, and avoidable frustration. Croft’s services, contrary to common belief, are not more expensive — but they do offer far greater value.

For WilmerHale, returning to Croft was about restoring operational confidence, regaining valuable time, and partnering with a team that brings deep industry knowledge and influence.