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