Case Study
Global Service Center Support
Challenge
- Transforming legal environment to focus on specific commercial and regulatory functions
- Required strategic partner to provide various types of administrative, paralegal and legal support for its global legal teams
Solution
- Established dedicated service center including attorneys, contract managers, paralegals and technology specialists
- Analyzed gaps within operating practices
- Transitioned operation to align with industry best practices
- Standardized procedures, assigned tasks to the appropriate professional, implemented performance benchmarks (SLAs and CTQs), and aligned individual performance targets
Business Impact
- Reduced contracting cycle time and increased customer and partner satisfaction levels
- 38% increase in project efficiency and 31% productivity gain
- Upfront reduction of 35% in total resource cost
- Resulted in client savings of $1.2 million+ per year