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Am Law 50 Firm Ensures Employee-Friendly Outsourcing Path while Improving Back Office Efficiency

Based in Seattle, this 1,000+ attorney Am Law 50 firm with 16 US offices in 12 states, had expiring outsourcing contracts in place with two vendors in 6 of their offices. Nine of the firm’s other offices were staffed in-house with long term dedicated employees.

Opportunity:

Based in Seattle, this 1,000+ attorney Am Law 50 firm with 16 US offices in 12 states, had expiring outsourcing contracts in place with two vendors in 6 of their offices. Nine of the firm’s other offices were staffed in-house with long term dedicated employees. The firm was interested in determining the potential opportunity to improve the quality and consistency of services for the in-house offices while identifying the “best” partner to provide outsourced services. In addition, their leadership wanted to partner with a service provider that would not only meet the services required today, but the firm’s future needs as well.

Plan:

The firm engaged Mattern to provide a review of their current outsourcing agreements and complete on-site assessments of the outsourced services as well as select in-house offices. For the remaining in-house services, Mattern conducted remote interviews with their facilities management operations teams.

Based on Mattern’s findings and recommendations for increasing the efficiency of the overall operation, a customized Request for Proposal (RFP) was created that would incorporate best practices as well as requirements for competitive contract terms. In addition to the outsourced offices, the firm elected to also include all nine of the in-house offices, seeking to choose one service provider for all of their facilities management operations and developing a plan to keep their in-house employees financially whole.

Following a Request for Information process, the firm selected five service providers to participate in the RFP process: the incumbents, Novitex and Ricoh, and three new providers–Canon Business Process Services, Swiss Post and DTI.

Results:

Based on the RFP responses as well as interviews with the service providers and their designate National Operations Manager, the firm selected Ricoh to be the firm-wide sole provider of outsourcing services.

Mattern and the firm’s leadership negotiated a contract that resulted in:
- Increased workflow efficiencies, consolidation of services, and improved service levels resulting in a 14% reduction in staffing.
- A savings of 33% in the current outsourced services and 4% on the in-house services that were transitioned to the vendor-partner.
- A wage-bridging solution which kept all in-house employees financially whole while moderating the impact to the submitted pricing. 80% of the firm’s employees transitioned to the outsourced operation.
- Upgraded monthly reporting tools, including job submission, for all the firm’s offices.

The new agreement included:
- Substantially improved terms and conditions over their current outsourced agreements.
- Firm-wide, standardized, penalty-based service level agreements incorporating best practices for all offices.
- A vendor provided national account management program that includes standardized reporting and firm-wide invoicing.

This Am Law 100, West Coast firm has over 700 attorneys across 15 office locations. The firm had been in a lengthy relationship with its vendor for services provided for its back office, word processing, and MFD equipment at its 7 domestic locations. Over the past year, the firm had negotiated directly with the vendor in an attempt to reduce costs, improve contractual terms, and improve the current management team. Overall, the firm felt it had been overpaying for services received and that its contract was not up to market standards.

West Coast Am Law 100 Firm Achieves Outsourcing and Document Processing Goals, and Decreases Monthly Spend

West Coast Am Law 100 Firm Achieves Outsourcing and Document Processing Goals, and Decreases Monthly Spend

Based in Seattle, this 1,000+ attorney Am Law 50 firm with 16 US offices in 12 states, had expiring outsourcing contracts in place with two vendors in 6 of their offices. Nine of the firm’s other offices were staffed in-house with long term dedicated employees.

Am Law 50 Firm Ensures Employee-Friendly Outsourcing Path while Improving Back Office Efficiency

Am Law 50 Firm Ensures Employee-Friendly Outsourcing Path while Improving Back Office Efficiency

Headquartered in the Midwest, this 193-attorney law firm with 9 offices had just completed a
conversion to Thomson Reuters’ 3E. The next hurdle for firm leadership was the deployment of an
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Mattern Establishes Information Governance Program and Restructures Off-site Records Storage Contracts to Ease Destruction and Improve Costs for a 28% Savings

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Mattern Assists AmLaw 100 firm to Improve Outsourcing Efficiencies and Costs Through Closed RFP Process, Achieving 22% Savings

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Am Law 200 Firm Reshapes Outsourcing, Equipment and Cost Recovery Strategy Post-COVID for Substantial Savings and Increase in Recoveries.

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Headquartered in Boston, Burns & Levinson LLP is a 125 attorney firm in 4 domestic offices. Firm leadership wanted to analyze the value of in-house versus outsourced services so Burns & Levinson could make the right decision to either continue to outsource and improve upon its outsourcing situation or to bring front and back office services in-house.  In addition, the firm wished to refresh its MFD fleet.

Mattern Helps Burns & Levinson Analyze In-House vs. Outsourced Services. Firm Elects to Continue Outsourcing with Significantly Improved Contract

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Phelps Dunbar LLP, a 360-attorney firm based in New Orleans, was experiencing a challenge common to many firms:  unnecessary fees, unrealistic rate increases, and unmet service levels of the firm’s offsite records storage service provider.  At the time, Phelps was engaged with three (3) service providers to service storage needs for their five (5) offices across the south. Not only were there inefficiencies in managing multiple sites, but there were no economies of scale of which to take advantage.

Mattern Helps Phelps Dunbar LLP Stop Unrealistic Rate Increases and Reduce Offsite Records Storage Contract Costs by 10%.

Mattern Helps Phelps Dunbar LLP Stop Unrealistic Rate Increases and Reduce Offsite Records Storage Contract Costs by 10%.

This Philadelphia-based, AmLaw 100 firm has over 650 attorneys in 15 offices.

Historically, the firm's back office equipment decisions had been decentralized, providing a great deal of autonomy to each office to select equipment and service providers that best suited each offices’ needs.

Am Law 100 Firm Achieves Unprecedented SLA, 31% Cost Savings, and Improves Attorney Experience

Am Law 100 Firm Achieves Unprecedented SLA, 31% Cost Savings, and Improves Attorney Experience

Holland & Knight, an Am Law 100 firm with 24 locations and 650,000 cubic feet of off-site records storage, had consolidated their off-site holdings with a national provider.  While leadership was generally pleased with the services of their selected provider, it was unclear how their current pricing and contract terms stood up against the marketplace.

Mattern Helps Holland & Knight Reduce Current Costs by 34.5% and Permanent Withdrawal Fees by $1 Million While Incorporating Information Governance Goals

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This Am Law 100 firm with over 800 attorneys in 27 domestic offices was pleased with its outsourcing provider relationship which serviced the firm’s equipment for all 27 offices and labor for three of the office locations--the firm’s other 24 offices were staffed and managed in-house.

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