A winning service delivery model wins renewal and expansion at a global law firm.
Challenge
Exela is a longtime provider of a variety of services to over 70 percent of the firm’s offices. While service delivery varies by office, Exela’s digital solutions contribute to the effective management of copy, fax, mail, managed print services, scanning supply management, reception, and hospitality services – all delivered onsite at the firm’s various locations.
As a five-year renewal period approached, Exela Service Delivery Managers continued to work closely with the firm to discover new ways to enhance and grow our services. Exela collaboratively transformed our delivery strategies to adhere to the evolving needs of modern law practice and earned this client’s continued business.
The challenge was to upgrade technology where possible, refine workflows, expand staffing and cross-training efforts, and produce a standardized, scalable equipment platform with flexible options, managed by a single point of contact across all locations. Our goal was to do this while simultaneously maintaining our cost-saving approach and our commitment to providing high-quality white-glove service and support.
Solution
Our approach to expanding our services, in this case, was based upon rebadging and retraining the firm’s existing staff, rather than hiring an entirely new workforce. Part of this effort entails the development of detailed training manuals and an extensive, multi-track training program.
When necessary, we introduced upgraded technology, but we also retained existing print and scanning hardware where appropriate and reduced the overall number of machines, to keep costs down. We recommended a custom solution that encompassed all print output needs within a single cloud-based print management system. Our solution architects were able to create a holistic vision for the integration of new and existing technologies so that we continued to work toward a unified service and communication model across all locations.
Since our service updates placed an emphasis on the increased use of tech-enabled solutions, we made sure to focus heavily on maintaining compliance. This was particularly important in this case, because of the nature of our customer’s business. Quality assurance controls and external auditing demonstrated a secure, compliant process throughout.
Benefits
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15% first-year equipment savings
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10% overall labor savings
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27% savings through Exela’s managed print services
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Consulting support to help optimize word processing and records management
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