Only some service providers pass the crisis test
“Pre-pandemic, service providers would have somebody on site, and they had management on site,” the SSA recalls. “Back then, I think everyone was sort of level. Recently, however, there was a client who chose a different service provider. The way they are handling the remote work pales in comparison to the way Epiq has approached it.”
The difference had to do with preparedness, and a collaborative working style. “Epiq has their team on the call when you join,” the SSA explains. “They may have handled some business prior to the call and prior to you joining, and then usually ask the reviewers to stay on the line, and they cover some other things after we leave.