Opportunity: This 380 attorney, AmLaw 200, St. Louis-based firm has 5 offices nationwide. In 2016, they engaged Mattern & Associates, LLC (Mattern) to assist with three different service needs: traditional outsourcing and equipment, off-site records storage, and offices supplies.
For traditional outsourcing, the firm had been pleased with its current outsourcing provider, Novitex, for a number of years; however, the firm wanted to investigate new market offerings and best practices, ensuring its outsourcing services provider was both an optimal fit for the firm as well as a reliable partner moving into the future as the firm’s needs evolved.
Regarding off-site records, they were not pleased with its current service providers, utilizing a mix of five vendors for its off-site records needs, with some of the vendors not meeting the firm’s expectations. At the same time, permanent withdrawal fees were well above market rates, exacerbating the firm’s inability to implement a firm wide destruction program.
Lastly, while the firm was successfully managing its office supplies vendor, there was no formal agreement in place between the two organizations, and desired a formalized agreement with its vendor-partner. To that end, they sought to enter into an agreement with a vendor who could not only provide quality supplies, but also customize their experience through an online platform with capabilities such as showing more cost-effective alternatives to end-users, customized ordering and billing, and auto-alerts for out-of-stock and back-ordered items as well as cost-effective alternatives.
Process: The firm knew it was taking on three disparate and important projects simultaneously. Thus, the firm leadership engaged Mattern to do a comprehensive review of all three areas and guide them through the complexities of the RFP process, award and contract negotiations.
Mattern performed a complete on-site assessment of their outsourced services and equipment at each of the 5 office locations. This included a review of the outsourcing vendor’s staffing levels, workflows, processes, and equipment. For off-site records, Mattern reviewed the firm’s contracts with its off-site records providers, all its off-site records activities, and entered discussions with key staff to determine the firm’s plans for records retention policies. It was discovered during this process that the firm was owed approximately $73,000 in penalties as a result of incorrect invoicing from one of their current off-site providers.
Finally, Mattern analyzed the firm’s office supplies. As they had no contract in place…Download PDF