An Amlaw 100 national firm was looking to create a centralized word processing support center for their users.
The firm had a decentralized, inconsistent process in place creating a different experience for each user, based on location. The firm lacked best practices, the support staff lacked the appropriate skills to process attorney’s request resulting in underutilization. The firm began an RFP process to identify a provider that would provide word processing support for the firm along with their key objectives:
- 24/7 word processing support
- Provide a scalable option for projects and firm growth
- Establish best practices that align with the firm’s culture
- Create a relationship with the firm stakeholders
Epiq was awarded the contract and began working closely with the client to understand their work environment and focus on their key objectives. Epiq developed an operational support plan that recommended a 24/7 support team to address their needs. To accomplish this goal, a dedicated team was assembled in the Epiq Atlanta knowledge center, which provides 24/7 coverage. The Epiq training team created an intensive training curriculum for the identified Epiq team that included the firm’s customized applications, templates and firm specific preferences. The rollout of the training program was carefully designed and implemented over a four month period to allow each location to introduce the Epiq business solution for word processing and to identify specific needs of each office. A centralized workflow tool, Big Hand, an Epiq business partner, was introduced to track metrics and provide reporting.
The Epiq team launched a 24/7 centralized word processing service, and traveled to each of the firm’s 13 offices throughout the U.S., spending time in each location to work with the users and to review the type of support each practice group required. This level of detail was then shared with the Epiq trainer for incorporation into the training review sessions for the Epiq support team housed in the Epiq Atlanta Center. The firm users quickly adopted the support and shortly after the 4-month mark, the firm added two additional Epiq people to the team. In 2018, the firm will be adding Epiq services, having them support their marketing initiatives and provide translation support.
Epiq was able work with the client to identify a word processing support solution that was in line with their requirements while creating substantial cost savings. By centralizing the support and implementing a 24/7 operation and workflow tool, the client was able to reduce their onsite presence in each office. As the firm continues to grow, the Epiq team is aligned with the client and poised for expansion.
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