Legal Services

Winning Service Delivery
Renewal For An AmLaw
150 Firm

Innovative technology solution to automate processes and maintain in-depth quality control metrics.

An AmLaw 150 national law firm that specializes in serving business entities worldwide on a wide range of complex business issues. Exela is a long-time provider of a variety of services to over 70 percent of this law firm’s offices, including its headquarters in Detroit, MI. As a five-year renewal period approached, Exela Service Delivery Managers and the Legal Vice President continued to work closely with the customer to understand new ways we could enhance and grow our services. This way, collaboratively, we could transform our delivery strategies to adhere to evolving needs of a modern law practice, and earn this customer’s business all over again.

Challenges

  • Maintaining competitive market price values while continuing to use best business practices
  • High-quality service to improve performance levels
  • Keeping up with current technology upgrades and investing in innovative technology solutions capable of automating processes, right sizing staffing, and maintain in-depth quality control metrics
  • Provide white-glove service in multiple locations
  • Standardized, right-sized equipment platform with flexibility options managed by a single point-of-contact across all locations

Solution

Understanding this law firm’s vision to transform services, Exela augmented our current staff with additional training and by introducing new technology and workflow support from Exela staff. Exela architects put together a solution that was to drive continual and increasing savings, delivery improvements, and service refinements to this client for the next five years.

  • PEOPLE – Retain existing staff, maintaining over 200 years of combined experience at this law firm, as well as experience with proven procedures and methodologies gained from serving over 400 customers and access to our Subject Matter Experts (SMEs). We also leveraged our state-of-the-art Employee Learning Center.
  • PROCESS – Continue our Integrated People, Process & Technology Service Delivery approach – using technology to make people more effective. Six Sigma experts to analyze, review, and improve our performance.
  • TECHNOLOGY – Install new and updated equipment, including optimize multi-function devices (MFDs). Integrate PodTracker into more locations and processes for improved efficiencies. Implement an augmented Managed Print Services solution.

Benefits

  • Retaining the tenured, experienced Exela team Access to proprietary technology used by Exela to drive success in AmLaw 200 firms as well as the $100MM R&D investment Exela has made over the three years before this renewal
  • First year equipment savings of 15%
  • Overall savings on labor of 10%
  • $50,000 in Exela Innovation Credits to use on new Six Sigma strategies and consulting, and on SMEs and industry experts to evaluate and provide recommendations on Word Processing and Records Management
  • 27% savings on transactional click rates through the Exela Managed Print Services (MPS) Program
  • Over $1M savings over the life of the contract.