Problem: This AmLaw 200, Chicago-based firm had taken advantage of outsourcing methods over the last couple of years; however, its current outsourcing and equipment contract was soon to expire. Since the firm renewed with the incumbent vendor the previous five years, they were interested in learning what other service bureaus were providing in the outsourcing marketplace. The firm also desired to determine whether they were staffed appropriately and operating under industry best practices and service levels with competitive pricing.
Solution: The firm engaged Mattern & Associates to complete an on-site assessment, followed by the creation and management of a Request for Proposal that would incorporate Mattern’s best practice recommendations. Mattern conducted a Request for Proposal (RFP) for Equipment and Outsourcing. The firm selected five national vendors to participate in the process.
Result: After further review of Mattern and Associates comprehensive report including several recommendations, vendor presentations, site tours, and equipment demos, the firm elected to change vendors for both their equipment and outsourced services. Through Mattern, they were able to obtain new agreements that improved their workflow overall while achieving substantial savings. The new agreement included:
- Workflow efficiencies, reduced hours of operations, and improved service levels – resulting in a 15% reduction in staffing
- A new fleet of multi-function devices (MFDs) and more efficient scanning and print tools
- Significantly improved contractual terms and conditions
- Penalty-based service level agreements
- Upfront financial incentives
Overall, these new terms helped the firm achieve a cumulative savings of 33% and 1st year savings in excess of 40%.
Client Takeaway: “Mattern did a very good job with the project management on our outsourcing initiative. Mattern’s process for the collection of information from the vendors and then presenting the information in a useful way was very helpful.”
