A national law firm with twelve offices in major cities around the U.S. was struggling operationally due to a lack of well-defined and codified processes, the need for a centralized document management structure, insufficient formalization for employee training across their various offices, and limited insight into whether workflows were in sync with the firm’s needs and industry best practices. The firm had document service delivery associates on retainer whose workload could fluctuate wildly, and their staff was frequently underutilized.

At the firm’s corporate headquarters, our solution began with improvements to document workflows. What began as a system of print and copy centers on each of the 24 floors, with a larger hub on the main floor, was systematically pared down to eventually consists of a single, holistic document solution center on the main floor. This centralized document processing center was optimized for high volumes and diverse job requirements, and although the number of print and copy locations was reduced dramatically, delivery times and production capacities were significantly improved, along with user experience.

The document solution center evolved over time to handle much more than just print and copy work. An advanced eDiscovery system that monitors public court records and automates metadata extraction and summarization was put in place, and Exela’s litigation support solutions were introduced as well to help assist with intelligence gathering and case management.

Exela’s ongoing relationship with the firm has produced a mutually beneficial partnership and many additional opportunities for collaboration. Our litigation support services have become so mission-critical for the firm that they frequently request a member of our service delivery team to travel with their litigation team to trials to support their operations. We have since created a national account management structure to drive consistent workflows at each of the firm’s twelve locations, and we continue our proactive service improvement strategy to continually nurture our more than ten year relationship.

• Print and copy consolidation enabled the firm to reduce their leased floor space at their corporate HQ by two floors

• $430,000 in annual savings and cost avoidance

• Technology and process improvements provided savings of an additional $1.75M in the first three years of the contract

• Reduced staffing demands by 35% over an 18-month period

• Improved end-user experience and overall productivity