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