External Support Services: A Strategic Ally to Law Firms – Part 3

Mike Raposa

Mike Raposa

August 4, 2020

This post is the third in a three-part series.

Read part 01 & part 02

“Lots of companies don’t succeed over time. What do they fundamentally do wrong? They usually miss the future.”

- Larry Page, Co-founder of Google, Inc.

Surviving and thriving in an era of disruption means engaging in new types of strategic management. Instead of being distracted by the Technology of the Month, firms need to nurture a solid change management strategy and think innovatively about service delivery.

It has become clear that distinct services and excellent customer experiences are must-haves as firms reshape the future of their business. However, even as the skillset demands placed on the staff continues to grow in depth and scale, the support services available to them remain largely the same; they mostly still rely on their office administrative assistants. In this scenario, it is best to call for reinforcements.

The traditional multi-vendor setup is simply inadequate to serve the clients of the future. It comes with the familiar challenges of limited resources and niche specialization, making a best-fit solution work, and siloed operations that delay delivery. This is where RRD comes in.

Elevating Customer Experiences

RRD, the change specialists, is a one-stop-shop service provider that can support today’s attorney. RRD delivers future legal services with the right level of expertise, solutions, and tools. Its transformative advantages include:

  • Domain, industry knowledge, and experience in providing office services.
  • Customized point solutions built-in with AI and ML, delivering tangible value at scale.
  • Global ecosystem of trained professionals.

RRD’s 24*7*365 Digital Factory approach to service delivery is ideal for the era of ‘always-on’, which is rapidly transforming business culture for clients and law firm employees all over the world. When a firm has a global footprint, with employees on every continent and customers in every time zone, the only option is to follow the sun.

RRD addresses this need with its on-demand managed service solution for creative, administrative, and technology support, RRD CATCH. It leverages a deep pool of global talent and resources to accommodate virtually any support need, regardless of location or time constraints.

RRD CATCH - The Silver Bullet

RRD CATCH, our rapid, flexible, skilled, technology concierge hub, is based on our ‘Technology-led Transformation’ model. CATCH eliminates bottlenecks and gets work done faster, better, and for less by:

  • Offering customized support operations by leveraging dedicated resources both at your site and our global delivery centers.
  • Harnessing our global attorney-centered ecosystem to ensure work requests are routed efficiently and performed accurately.
  • Employing proprietary technology and tools to make services and experiences relevant.

RRD CATCH can deliver whatever you need for your new business framework. Recently, an AM Law 25 firm had partnered with RRD to create a centralized CATCH hub with 65 full-time employees (FTEs) dedicated to the firm. After gaining a thorough understanding of the client’s needs, our team of technologists incorporated solutions to monitor workflow, measure productivity, and enable access to real-time reporting. The hub proved invaluable during COVID-19 when it enabled the firm to continue to support attorneys seamlessly; RRD’s mobile-ready workforce switched to WFH without any service interruption.

Acknowledging the success of the hub, the firm’s management directed attorneys to send ANY and ALL administrative support requests to the CATCH hub while the firm migrated employees to WFH. The hub absorbed the 25 percent increase in volume during April and May without any impact on service. It demonstrated great agility in changing the centralized time entry process from weekly to daily, resulting in 75 percent savings per hour. In Q2, RRD CATCH enabled savings of $150,000 in overhead cost to process.

The Way Forward

Some of the law firms that we work with today have seen additional efficiency gains of 15 percent to 20 percent, which is higher than with a standard outsourcing contract within the first year. This has been made possible by our experience, expertise, and the desire to not just meet service delivery commitments, but partner in service delivery transformations.

Law firms will find that the current period can be an exciting time to be in the legal industry if they treat disruptions not as a challenge, but as an opportunity to invest in the right transformation partner.

Read part 01 & part 02