Improves document processing support to better serve lawyers and reduce costly overhead

Results

  • 60% cost reduction for document processing
  • 99% SLA Firm to Client Compliance
  • 64% increase in attorney use of document processing support team
  • Improved quality and service levels for firm to client

Story

A prestigious law firm with more than 70 years of experience and a solid reputation for success, needed to improve the way documents were processed within their firm. The firm’s lawyers and partners wanted to improve internal staff’s document processing capabilities.

  • Challenges

    The client’s challenge was that in-house employee skill sets and document processing needs were misaligned. The firm relied on a support team of 50 highly-tenured employees, but who lacked the specific skill set required to carry out the day-to-day document processing tasks. Lawyers and partners within the firm wanted to move away from using their in-house team as they were not efficiently servicing this very important support function.

  • Solution

    We conducted a thorough due diligence of the firm’s document processing functions and dedicated support staff. Based on our evaluation, we recommended a two-phased approach. In phase one, we established a smaller dedicated staff split between the firm’s office and our onshore delivery center to provide around-the-clock global support.

     

  • The law firm saw an immediate reduction in cost and improvement in quality. We continued to monitor people, processes and technology onsite at the firm. In phase two we moved the entire document processing function for the law firm to our Wheeling location. Today, the firm benefits from around-the-clock support by a dedicated, specialized team, with a national reach, at a higher quality and a fraction of the law firm’s original spend.

By making Williams Lea a trusted outsourcing partner, the law firm now has access to additional support services including concierge, creative, procurement and facilities. The law firm also benefits from better skilled support staff through ongoing training on core competencies, deliverables and key skills – an area of excellence for Williams Lea.