Large Southwest Law Firm
Transitions Key Services
Provided advanced onsite IT and Litigation Support services.
Challenge
- With 3 different service providers across 7 offices, the firm experienced inconsistencies that led to inefficiency and confusion
- Differences in service levels created a fragmented key stakeholder experience
- The firm needed a vendor capable of providing advanced onsite IT and Litigation Support services
Solution
Transitioned 4 offices and 18 employees from multiple service providers to Exela
- Completed smooth transition in 4 phases over 120 days, retaining key personnel
- New offices added services that were being provided by Exela in other offices
- High level of governance through weekly checkpoints with Exela’s Project Manager and Service Delivery Director to increase transparency in process
- Interviewed all current staff and provided a seamless onboarding process with comparable benefits
- Provided all new employees orientation, customer service training and access to our Employee Central training portal for assigned courses
- Conducted in-depth knowledge transfer to capture current and future work processes
Benefits
- Increased employee engagement and retention rate
- Smooth process, on-time transition, no disruption to service
- Exela assimilated key personnel, retaining institutional knowledge
- Emerging issues communicated with early correction to prevent go-live impact
- Real-time information on status of hiring and background checks shared with client
- Single-source accountability and consistency in reporting
- Increased customer satisfaction